Listening

We are not called The Listening Company for nothing.

Even in today’s multi-channel world, the telephone remains the consumer’s preferred medium and we understand better than most the power of listening in telephone communication.

Within contact centres, poor listening can result in failure to understand the issues, mistranslation of the details of the conversation and ultimately failing to reach a satisfactory conclusion - either for the customer or the business.

Customer retention is a key business objective for brands today, as loyalty diminishes and competition heats up, and service is widely acknowledged to be a key influencer in this area.

In our research, we have found a significant correlation not only between listening and advocacy, but also between advocacy and revenue growth.

On questioning one group on how they became advocates, a single theme came through…it was not exceptional service.  It was not above average quality of product.  It was simply ‘listening’.

So, the more your business is about repeat sales, the more creating advocacy is important to your success.

Are you a good listener? Click here to find out.