Listening is a very important component within customer experience. It helps in getting authentic feedback and data which can be analyzed using sophisticated business analytics tools. It also brings to marketers the stories that they would want to share at a later date. This could include tales of excellent trouble shooting, repeat customers or excellent feedback. Customers feel a sense of importance when their views are heard and acted upon, thus improving their retention levels. It eventually impacts customer spending as listening will lead to specific marketing campaigns run for customer sub-groups. Some of the most satisfied customers could later be leveraged to become brand ambassadors. This also impacts talent management as employees relay feedback to their superiors, who if they act accordingly increases employees’ connect with the customer base to further improve retention.


Uplaoded Date: 18th May 2017

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