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 ...

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