Once upon 1995, Lisa Loeb released a song that includes the lyric, “You say I only hear what I want to.” I am telling you this (not only because the song is stuck in my head) but because it might serve you to ask yourself if you are being selective about the customer feedback coming your way. When you peruse customer discussions in your online community, how do you react?
Are you only hearing what you want to, or do you know how to actually hear what your customers (both happy and dissatisfied) have to say? Tougher question: Are you even asking for customer feedback?
There is a clear distinction between simply hearing someone, and active, engaged listening (especially when you’re responding to discussions posts within your online customer community or interacting with folks at live events). Alas, it all starts with y o u, yes, you.
In this piece we’ll tap into the three levels of listening: internal listening, focused listening, and global listening.