voice of customer

[pullquote align=center]

Most people do not listen with the intent to understand; they listen with the intent to reply. Stephen R. Covey



Have you ever been a customer who felt like no one cared to listen to you? Whether we are talking about internal or external customers, there are some very clear ways you can show them that you are listening to them.

1.  Shut the trap

One of the most important things you can do for your customers is to listen to them first and talk last.

We are all human.

There is nothing more frustrating for your customers than to feel you are not listening to them and are purposefully interrupting them.

We all want to be heard as it makes us feel valued and as if our contribution matters to more than just us.

Focus on developing a culture that values other’s perspective and seeks it out as much as possible. This will translate to your customers too.

2.  Ask the question

The best way to engage customers in what is important to them and also help them land on a solution that works is to ask them clarifying questions.

Clarifying questions show your customers that you are not just pretending to listen or be interested. By doing so, you are demonstrating your desire to truly understand what they need. You are showing them that you are in the relationship to help them solve problems and find solutions.

Whether you are asking open-ended questions to gather more details about their issue or request, or you are asking them closed-ended questions to direct them down one path over another, this process will go along way to make them feel important.

3.  Create a dialogue

Relationships are formed in the back and forth. It is incumbent upon you and your organization to find a way to create an open dialogue with your customers.

It should never be a one-sided conversation.

If you have done the hard work of building trust, then your customer will feel that it is safe to open up. This is where loyalty is formed.

4.  Take Action

Working with organizational leaders, I often hear them talk about the “great value” of getting customer data. They get very excited when they have volumes of information.

I like customer information too.

In fact, I love it.

However, customers know that you are serious about using their voice to create positive change when they see you do something about what you hear.

After you basque in the customer data glory.

Commit to doing something with what you hear. Continue to involve them in the process of change.

Then, they will know where your loyalty lies.

For a related post, read my guest post on Walkme’s blog. 


Thank you for reading this post. If you found it valuable, please do Share it and Like it. I would also love to hear from you so Comment below and I promise to Listen to you and enter into a dialogue with you.

Have fun listening!