Are you listening (to your customer)?

“Communication is 50 percent listening and 50 percent talking” (Kerpen, p.14). Seems pretty straightforward, right? Not.

In the book “likeable social media” by Dave Kerpen, he discusses the importance of listening online. This can involve using metrics to provide relevant data and tools to hear what people are saying about your brand.

Too many brands spend so much time telling you how fabulous their brand is, they forget to ask you what you think. That is where another key component comes into the equation, conversation. Conversation is the one thing that ties those two theories together and the one thing missing from Kerpens theory. Through conversation, you use listening and taking to create more valuable interactions with your costumers.

Leave a Reply

Your email address will not be published. Required fields are marked *