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 www.iirusa.com/totalcustomer
Stay connected
with TCEL:
- twitter.com/TotalCustomer #TCEL14
- linkedin.com/Total Customer
Experience Leaders
- facebook.com/TotalCustomer
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 www.starrybluebrilliance.com.
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