This episode of Kissing a Cactus is about what I like to call ‘corporate deafness,’ and its harmful consequences. The customer’s pain remains unresolved and is even increased because feedback is not listened to; customer pain cannot be mitigated if an organization is unaware that the customer is ...
As a customer experience professional, you are a connector by nature. You connect your organization, your brand with its customers. You act from a listening mindset: the willingness to listen, even if what you are going to hear might not match your ideas, your values, and beliefs. You know that wha...
In this first episode of Kissing a Cactus, I share a personal story with you about how I discovered the power of listening. You will also learn what I mean by 'corporate deafness', and how brands can become listening brands. A listening mindset will help teams become listening teams and it...