March 31, 2007
Seth Godin unknowingly has written a great follow up to my recent post titled, A Love For Complainers. He points out the importance of listening, and how in return listeners receive notice and acknowledgment from the person speaking. This is another great lesson for us in dealing with complainers. Make it a point to be a great listener to complaining customers and in return they will give you the attention, and opportunity to make things right.
Chris Wilson
As Vice President of Strategy at Publicis CRMOne and author of Fresh Peel, Chris examines why marketing strategies fail to produce expected growth. Over 20+ years, including 11 years at Oracle advising brands like Harley-Davidson, REI, and The North Face, he has helped executive teams diagnose post-purchase breakdowns. His work connects customer behavior, MarTech capabilities, and business economics to build systems that scale long-term customer value.
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