Listen with empathy and objectivity. It’s imperative that companies listen with empathy, not judgement. Learning from customers is best when companies are curious and open to learn, not seeking to justify.
Break corporate barriers and stop working in silos. Empower everyone in your organization to be obsessed with understanding your customer. Not just the frontline of sales and marketing.
Form new habits to support a culture of curiosity. Insert the customers’ voice in decisions and continue to gather customer insight from objective surveys, interviews, and co-creation.