The key to success is listening and then really doing something with it. Listening to customers is not just the task of the front office. If everyone who works in your organization feels responsible for listening to customers and colleagues, that is a first fundamental step. If they then also feel responsible (and are given the mandate) to solve issues, to improve and to keep or even exceed promises, then you have the DNA that will make the difference. That unique difference that your customers, your employees feel and can be seen in your results.
Chief Listening Officers
The relationship between companies and customers is under more pressure than ever. The above list to data video from Leaderlabs shows that customers easily walk away, especially if they do not feel appreciated. Provide that special feeling. Embed listening in your company, in your people and your company DNA.
How could it be applied pragmatically? Just an idea: put 'listening to the customer' and 'providing solutions for improvements' in everyone's job description, from board member to telephone operator. Make it everyone's responsibility. Make everyone CLO, or Chief Listening Officer. Paying extra for these tasks is really not necessary, because if people can and are allowed to make a difference, that is a huge reward in itself.