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Active Listening

Success is grounded in listening to your customers, partners competitors, industry experts and employees. Active listening provides for a more agile organization to exploit opportunities, pre-empt threats and leverage consumer shifts and trends.

Self Protectiveness: The reason organizations do not listen to what customers are saying.

Listening requires skill including empathy

Listening… is not merely hearing; it is a state of receptivity that permits understanding of what is heard.

How to Listen to Customers

Web & Social Monitoring

strong>Beyond traditional web analytics
—Monitoring gauges sentiment by tracking the nuances of emotion and sentiment in social conversations. It compares audience segments and uncovers new insights while probing into feelings about your brand.

Front-line Monitoring

…monitor more – diagnose faster – deliver better
Customer satisfaction measurement is crucial to improving your company’s competitive differentiation. When gathering feedback for customer focus, it is more important to ask how the customer is doing than how the company is doing.

Benchmarking
…your business can’t move forward if you don’t know where you are
Give your business a competitive edge by taking advantage of benchmarking to determine where your company and your products rank among your industry peers and best-in-class organizations.

Customer Focus

Customer feedback is a precious asset, but there are too many times when companies become complacent, and begin to believe that “we know what our customers want.”
Even when customers make explicit statements about what they like or don’t like, companies don’t respond or make changes because they are not truly focused on the customer.

Customer satisfaction measurements are crucial to improving your company’s competitive differentiation. When gathering feedback for customer focus, it is more important to ask how the customer is doing than how the company is doing. Companies must constantly work to satisfy customers, as well as win back dissatisfied customers.

Market Directions can improve your customer satisfaction through observation and feedback solicitation at every touch point that will:

  • Help your company understand what customers value, and how they behave.
  • Increase your ability to create products, services and processes which are valued by customers.
  • Reduce customer churn.

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Mary MalaszekPrincipal Manager
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