We sometimes downplay the act of listening in business, especially listening to our customers. We'll look at our metrics, confirm our perspectives, and deliver transactions rather than learn about who these people are and what they really want. Or we will communicate at them, not to them or with them, and wonder why we don't see the results we'd like.
This article/presentation shares tips on how to become a better listener, expand your definition of listening, and build empathy through conversations. Together, these will help you design better conversations and customer experiences, which will improve your company’s customer relationships and ultimately, help your company make more money.