Listen to Me!
Companies spend a lot of time and money watching customers, trying to figure them out, but so little time listening to them. They can use a wealth of new technologies to learn what their customers want, but, just as important, they need to listen in order to make customers feel listened to.
SAN FRANCISCO – Last week, I wrote a 140-character hotel review on Twitter: “Galleria Park Hotel SF rejects noise complaint from ill-trained guest: ‘Next time, ask for an interior room, not just a quiet room.’”