Investor and presidential advisor Bernard Baruch is credited for saying, “Most of the successful people I’ve known are the ones who do more listening than talking.”
This holds true in the workplace, in relationships and so much more. When it comes to building strong customer loyalty and brand reputation, listening is crucial — but so is the message that comes after it.
The reality is, however, that many brands aren’t truly listening to their customers, and this is reflected in their advertisements, customer service interactions and even the products themselves. This “set it and forget it” communication strategy simply doesn’t cut it in today’s competitive climate. Many leading brands are listening to 100% of customer interactions and continuously adapting their messaging and operations to fit their customers’ increasing needs and ever-changing behaviors.
The advantage of listening through Covid-19
There’s no better example of the importance of listening to customers than the recent pandemic. Many brands were bombarded by an influx of calls from nervous consumers with concerns or questions related to Covid-19, but many organizations weren’t prepared to communicate with customers effectively and ease their worries.