Chapter 18 was a good chapter but I have to admit that I am frustrated since this is now the second time I will be writing this review of the chapter due to my own negligence. But nevertheless, it was a good chapter and it only helps that I am counting down till all these readings are over.
Chapter 18 was about listening, listening to customers, listening to complaints and moving on. I loved this chapter because I loved the point of the chapter. It basically was telling us about how companies should be listening to their customers however possible, especially because these customers are the ones who decide what they are doing and just how successful they can be. Some companies it seems struggle with this concept which is unfortunate. We must listen to the customers.
One other piece about this that I liked was when it talked about how we must not just hear because hearing doesn’t mean that we are understanding the full concept of what is going on. I felt like I could relate to this so well because I live in a house with 5 people… from time to time its nice to know that my voice isn’t just being heard. When somebody screams that they hear me, I usually ask them to repeat what I said and they struggle to do that. There is a BIG difference between hearing and listening.
Then the chapter began to talk about conversation prisms and how they work and the many ways in which people can communicate through social media. It helps companies and outlines all the different kind of sites you can communicate with people on the web through social media. It was an impressive list and the colorful nature to it only made it better.
Among the other parts that were my favorites in this chapter were when it talked about other ways for a company to be authentic and earn communication points from customers, the people they need to listen to. One of the ones that stood out for me was forums. I post occasionally on a few forums and have signed up to other forums just to complain about a product or give feedback in general. I feel like it really is an effective way to go about business. People can talk with each other and help one another on these forums and then a representative can also chime in.
Overall, I thought it was a great chapter. Perhaps I am blinded by the how cl0se we are to finally being done! Only one more chapter to go! I’m excited…