You might know your product or service like the back of your hand. You can talk the talk and say all the right words. You know the process, you know the reasons why it makes sense—you can sell and you can market it. But do you know what your customers are saying, and why?
The reason this is an essential conversation is because where customers are talking has changed, thanks to the advent of the internet. Customers aren’t just talking to you or talking to friends, neighbors, family, and co-workers. They’re talking to the globe, via the internet and social media, and unless you fully understand where they’re talking (and what they’re really saying) you might miss out on some essential conversations.
Actually, you have to pay attention to what customers are saying not just about you, but about other topics and companies, too. Here are some ways to think about that conversation.