Shhhhh…. what do you hear right now? If we were having a conversation, or I was reading this aloud on some audible playback, what would you hear? Well, to the first question, you probably are referencing your surroundings and if you’re at the office, you probably hear the white noise of your work environment: keyboard clicks, doors opening/closing, murmured conversations. If you were at home, you might hear the droning sound of the refrigerator, kids bouncing a basketball, or dogs barking (at least I do). To the 2nd question, if I was reading this to you, you’ll clearly hear my voice, and the words i’m saying, maybe even some great punctuated phrases or intonation, when well rehearsed. But are you listening?
Yes, we’re a mobile app company, and we want to make things more convenient, and social, and mobile for our ‘on-the-go’ lifestyle, because it’s true, that’s just the society we live in. We want the same things for you and your company because it helps teams communicate better, become more efficient, and give us ‘always-on’ access to information, resources, and each other. But it goes beyond providing a good customer experience for partners, and in turn for your customers. In our hyper-digital, constant-contact, socially-superlative world, customer experience is also about ‘listening’ to what people have to say. Listening to each other, to our customers, our customer’s customers, our partners, our vendors, our selves.
“Hearing is one of the body’s 5 sense. But listening is an art.” Frank Tyger
We know that in the age of mobile, customers have more choices than ever. Opinions are voiced louder and through diversified channels. Messages, wants, and needs are amplified. Opportunities for growth and innovation are, well… growing. So, what do we do or can you do to stand out?
Well, from the get, we aim to find a way to be personal and personable with you and each other on a human-level. When we have a better understanding of what matters and what doesn’t in a personal and professional context we can better craft experiences to match, or ‘map’ to those touchpoints.
We talk a lot about community. In fact, when it comes to a mobile mindset and customer experience, community is the new, shiny thing that can drive ongoing engagement. We’ve invited you into our community.
community: a feeling of fellowship with others, as a result of sharing common attitudes, interests, and goals
By becoming a part of our community as a valued partner or trusted vendor, you inherently have a voice and a place in this fellowship. As a community member, we encourage you to participate, provide feedback, and ultimately affect change in the course of the mobile mindset. What you have to say to each other and to us is of utmost importance.
It’s not all facts and figures about payments and potential leads and upsell this or upsell that. Well, that’s part of it. But more importantly it’s what do our community
members have to say. What is your experience like? What do you want to see more of; less of? How can we help you do your job better? Because in the end, the most successful communities are living, breathing ecosystems that evolve and adapt over time and shared interest.
“When you talk, you are only repeating what you already know. But if you listen, you may learn something new.” Dalai Lama
Each time we meet with you or even your customers, we are actively ‘listening’ to what you have to say, not just hearing the conversation. Our content ideas, our new features, our support goals, and our mantras map to what you sometimes directly say (on more vocal occasions) and other times map to conversations and observations of that which is left between words not said.
Why We Do It, Not What We Do
A good partnership is about creating these moments of truth that get down to the heart of what is this mobile app doing for you, and what is this mobile app doing for your customers, and what is this mobile app doing for your bottom line. It’s every best attempt at getting a 360-customer view and delivering on all facets, essentially creating a well-rounded vision of the goals and the steps necessary to achieve them.
Solve Problems Listening enables teams to ask clarifying questions that facilitate more precise problem solving.
Create Collaborative Environments People feel more respected when you truly listen, making open communication and collaboration easier.
Practice Open Mindedness Speakers and conversations use language and emotions to convey their thoughts and feelings, and the only way you’ll tap into these moments of truth is by being open-minded and listening to what is and isn’t being said.
Provide Stellar Service The key to successful customer experience is fast, “frictionless” service that can be increased by enhanced listening and communication channels.
Improve Teamwork Listening strengthens relationships and provides a better understanding of needs which in turn creates more effective environments for teamwork.
“The difference between hearing and listening is paying attention.” Ruth Messenger
Maintaining healthy, strong partnerships grow from understanding, symbiotic relationships where communication is key. Listening to each other and revealing passions, objectives, and initiatives cultivate a long-term strategic alignment.
In a recent panel session with our trusted partners we discussed what it means to be a good partner in today’s tech-savvy society. You need to have the right people to be digitally, and transformationally successful. People that truly listen, have thought-provoking conversations, and a garner a willingness to change. We summated that innovation must be at the forefront of your business strategy by providing an environment and an opportunity for creation. Ideally, systems, technologies, and leaders are communicating and building a good working relationship based on trust, that enables your ability to risk what might come with change.
Remember every good conversation starts with good listening.