August 10

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Two Ears and One Mouth

LinkedIn Posts 1

Did you ever go to a networking event and have some “master of the universe” trap you in a corner to tell you all about themselves non-stop without ever taking a pause to ask about you?

Not so much fun, is it? Terrible first impression and probably leaves you trying to avoid the person for the rest of the event.

Let’s not be that person.

Two ears. 👂👂 One mouth. 👄

The ratio is important when considering how to create value for our customers. We MUST hear and understand them in order to begin to better serve their needs.

There are so many ways to listen to customers:
1) Compass Rose Ventures likes to start all our engagements with a Listening Lab. Check out our post about Listening Labs here https://lnkd.in/e9iicG9Z
2) Customer Surveys
3) Social Media Monitoring and response
4) Customer Reviews
5) Monitor Net Promoter score https://lnkd.in/eb-XzJMZ
6) Focus Groups
7) Map Customer behavior and UX

At the end of the day, the quality of the customer experience is a major differentiator from your competitors, and if you are not hearing (listening to) the voice of the customer, you are missing a great opportunity to scale and pivot.

Please share your tried-and-true methods of listening to your customers. I would love to hear about any tools and techniques you are using to make a difference.

Rose Hamilton

About the author

With over 20 years in Omni-channel retail, Rose is a proven Ecommerce expert specializing in evaluating, launching, growing and scaling Direct to Consumer businesses.


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