Im Listening ? Lets Talk

In the past year, has your business learned more or less about its customers? How do you know if you’re meeting their needs to boost customer engagement?

Often we hear about businesses reducing their direct contact with customers in favor of online processes which draw on online data.

Almost every organization uses some type of consumer information to guide their strategic and operational decisions. As a researcher I am constantly amazed at the amount of information collected about the customer. Using social media, spending? analysis, surveys into purchasing behavior, looking at competitors to see what their customers are doing, provides untold amounts of data insight into customer behavior.

Clearly its critical to such a gathering of data to ask the right questions ? but I wonder how much more could be gleaned about customers were we to simple have a conversation with them about their plans, dreams for the future, hopes, expectations and generally walking in their world and in their shoes for a short time. The key is to have such conversations on the customers terms so that the discovery potential is increased.

For example: financial services businesses are looking to improve customer service by creating differentiation through streamlined processes and by reducing complexity; yet the answer to restoring trust from the customers to their financial advisors might well lie, not in streamlining processes but,? in providing advisors with customer data on how best to communicate more effectively. To get going on having more customized communications, Advisors need to invest time into discovering the unique life and financial decision-making patterns that make up the financial personality and risk taking behaviors of clients for helping them achieve their quality life goals and to live with meaning.

The financial industry has been going through unprecedented turmoil; rebuilding from the ruins needs to begin at the front line by saying..Im Listening ? Lets Talk and for those behind the scenes to provide customized data that supports this approach.

Visit the Communication DNA website to learn more about how you can improve customer engagement.

• About the Author

Carol Pocklington

Carol Pocklington - Chief Insights Accelerator

Carol is a Human Performance Accelerator. She has worked with Hugh Massie since 2001 since the Financial DNA understanding concept was conceived. She works with people and businesses worldwide. Her real-world application of behavioural insights, gives her the capability to serve as a business strategist, coach, mentor, and trainer. She is also a prolific blogger, a public speaker and author, specializing in human behavioural insights.

Carol's DNA Natural Behavior Style is - Facilitator

Carol is a Facilitator. Facilitators are persistent, goal-oriented people who promote team effort in order to complete tasks. Facilitators lead by setting examples and by achieving goals. Their strong work ethic encourages others to excel and they have an excellent ability to deal calmly yet firmly with people using a facilitative style.