It is pretty hard to serve customers properly unless we are listening to them — and communication is definitely a two-way street.

As Cynthia Clark writes in 1to1 Magazine: “Listening to customers is a must. However, listening isn’t enough. Organizations need to first listen to what their customers are saying and then act on the insights they’re gathering. Customers are communicating with companies over numerous channels, as well as speaking about their interactions with these organizations through social media. It’s imperative then for business leaders to establish a robust voice-of-the-customer strategy to manage and respond to the flood of customer feedback and communication. Adele Sage, customer experience analyst at Forrester Research, notes that apart from listening, organizations need to analyze the data, act on it, and finally monitor whether the improvements are working.”

Click the image to read Clark’s full story.