Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Chapter 5Competency Three: Build a Customer Listening Path

Definition: Customer Listening Path

Listening to customers and caring about their experiences is achieved through embedding a competency inside the organization to tell the story of customers' lives. Storytelling across the customer journey is made possible by building a customer listening path.

Your customer listening path will unite leaders and the organization in understanding experiences that impact customer growth or loss. With this competency you build a one-company method to ...