Friday, March 21, 2014

What Your Customers Say When You Don’t – or Won’t – Listen

  Photo by paul bica
“When we are listened to, it creates us, makes us unfold and expand. Ideas actually begin to grow within us and come to life.” – Brenda Ueland, 20th century American author
Ideas are the foundation of success. This timeless concept was best expressed by a Deutsche Bank advertisement in the Wall Street Journal, April 2001 that proclaimed: “Ideas are capital. The rest is just money.”
Listen to your customers. They are trying to tell you how they want to be served and how they want to engage with you. Their ideas will support your organization’s continued success and will lead to increased levels of customer engagement and loyalty.
If you’re not listening to your customers, they will find someone who will. The article, "We deliberately ignore customers who contact us via Twitter” by Philip Calvert, Social Media Sales Strategist, shows how an unengaged company culture can negatively affect the trust and credibility of an organization.
This example clearly demonstrates the importance of having a company culture that empowers and engages employees, who are the “key to delivering your customer’s experience” according to Total Customer Experience Leaders Summit (TCEL) keynote speaker Peter Neill, Former Chief Customer Officer, Level 3 Communications.
To take it a step further, Kerry Bodine, VP and Principal Analyst, Customer Experience Research Practice at Forrester, will lead a TCEL session that will show how “customers’ perceptions have a profound impact on business metrics.”
Want to hear more from Peter and Kerry on customer experience in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to
Stay connected with TCEL:
  • #TCEL14
  • Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at

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