Tom Peters on the ROI of Listening
In his latest book, The Little Big Things, Tom Peters observes that listening has a higher ROI to individuals and organizations than "any other single activity."
Some inspiring thoughts from Tom (emphasis ours):
Listening is … the ultimate mark of Respect.
Listening is … the heart and soul of Engagement.
Listening is … the basis for Community.
Listening is … the engine of superior Execution.
Listening is … the key to Keeping the Customer's Business.
Listening is … Strategy.
Listening is … Source #1 of "Value-added."
Listening is … Differentiator #1.
Listening is … Profitable*
(*The "R.O.I." from listening is higher than from any other single activity.)
Listening underpins … Commitment to EXCELLENCE.
He concludes that there's a "profound" difference between "'listening' and 'hearing'."
It's likely that if you're reading this, your organization has created ways to capture feedback from your customers and/or employees. Today, take a renewed look at what you're doing with that data. How are you using it? How are you analyzing it? And are you hearing the heart of what they're saying, and responding to it appropriately?
Everyone can find ways to listen better. Start today.
Posted by Ryan Dunphey
Comments (2)
Sep 02, 2010
zerochacool said...
The contents of this article, Tom Peters on the ROI of Listening, is very interesting.
Sep 05, 2010
nenita palisoc said...
I agree with his article, Listening plays a vital part in our everyday life...
