Thursday, November 24, 2005

The Power of Listening

As Yogi Berra, one of my favorite philosophers, once said, “You can observe a lot just by watching.”

The same goes for listening.

Years ago, Lexus management gave us a simple component of Lean Marketing. Every executive was required to talk to one customer every day. Surprising, only, is that more companies did not follow Lexus.

If we all did this, we would acquire such an insightful understanding of what our customers want that we would have an unshakable advantage over competitors. If you are a C-level executive, you could put this in place tomorrow morning. At almost no cost!


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