“When you talk, you are only repeating what you already know. But if you listen, you may learn something new.”
~ Dalai Lama XIV
In my last article, THE CUSTOMER EXPERIENCE BEGINS WITH EMPATHY, I left you with a cliff hanger. I felt RADICAL LISTENING deserved it’s own spotlight. It’s one of the most critical aspects to truly understanding your customers, yet it’s also one of the least employed.