Customer Listening Is The Same Competency That Great Communicators Develop, Scaled To The Needs Of Organisational Responsiveness

Listening is the most under researched of all communication skills. We understand very little how the act of listening should happen between us and our customers. Customer Listening is central to competing effectively.

These articles explore how we can improve our listening capabilities as individuals and organisations.

The Art & Skill Of Customer Listening: session 4

October 2, 2011
Customer Listening

As in all areas of life, the art and skill of listening matters. Our work life certainly demands it. In fact customer listening and co-worker listening (new term?) are now core to keeping corporate headlights pointed in the right direction. Given that’s becoming accepted wisdom, it’s both strange and unfortunate we don’t know a great [...]

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The Art & Skill Of Customer Listening: session 3

May 25, 2011
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Welcome to another session on Customer Listening. Last time we reviewed a definition for Customer Listening. We also investigated what ‘active listening’ really means. Finally we wrapped up with some take away questions; asking how well our organisations embody these listening competencies in key customer facing workflows. The idea that underpins this series on listening [...]

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The Art & Skill Of Customer Listening: session 2

February 12, 2011
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Welcome to another in the series on Customer Listening! The first post set the overall context. It also provided the first listening challenge to test your own level of skill. If you have yet to read this introduction then I suggest doing that first before continuing. What Is Listening? But if you are ready, let’s [...]

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The Art & Skill Of Customer Listening: session 1

January 31, 2011
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If you are reading this on the BrainFood Extra site, you may have noticed that I summarise my overall  focus as ‘Listening For Anything About The Customer’. That remit has allowed me to write broadly about customer themed topics. The series you are now reading focuses on the other key word in that strap line, the [...]

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