"Most people do not listen with the intent to understand; they listen with the i
By George Barnett Reid 👀 · June 26, 2020 · Curated by George's Blog
"Most people do not listen with the intent to understand; they listen with the intent to reply"
A classic quote from Stephen Covey but if we relate it back to customers and how we interact with them we can learn something.
More often than not if we get negative reviews, or a bad comment about our product, we're inclined to become defensive and suggest the customer is wrong or confused.
And this is our reply.
Whereas what we should be doing is welcoming these comments, understanding them, then adjusting our pathway to accommodate it.
In an ideal world you'd dive deeper into the customers experience by continuing the conversation further.
Take that cohort of 10 negative reviews and seek to drill further into why they felt that or experienced that and what they were hoping to feel/experience instead.
This gives you more clarity on your customers expectations, allowing you to better meet those demands as well as attract/target those customers.
#BuildTheMoat #Amazon #ItsAlwaysDayOne
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