Really listening is not that easy. We do not always hear what is really being said. Organizations also try to listen to their customers, but often the real message is lost. because the organizations that do listen are ahead, are successful and reap admiration from customers, employees and competitors.
Listening is in your DNA
Where does that crucial difference lie? Why can one organization listen well and another not? Is it list to data in the DNA or can it also be taught to organizations that have existed for a longer time and are somewhat stuck in procedures? Many organizations spend more time on internal matters than time on their customers. Customers notice that.
Customers embrace Twitter, Facebook, review platforms and forums as channels to be heard. Experience shows that they are heard more quickly there, partly due to the openness of these channels. The result is that stress arises in the departments responsible for 'social feedback', because they cannot handle the 'demand'. And there is also urgency there, because communication via social must also be much faster than via traditional channels.