The role of listening in business – is it really new? posted by Bret Clement at Monday, September 15, 2008

Hip tomes like Groundswell (2007), The Clue Train Manifesto (1999) and even a recent webinar done by monitoring service Radian6, all point to the importance of corporate listening. It’s seen as one of the foundational components of social media strategies.



A few quotes:
• “What is listening in the Groundswell – it is learning what your customers are saying. It’s tapping into that conversation. They are talking about your company, if you can listen, the information can flow back into your company.” – Forrester research vice president Josh Bernoff and co-author of Groundswell.
• “And if a company is genuinely confused about what it is, there’s an easy way to find out: listen to what your market says you are.” Clue Train Manifesto, 1999
• “Marketers are trained to do nothing but talk. Listening is not part of the traditional marketing profession.” Paul Gillen, Paul Gillen Communications, 2008 Radian6 webinar

I actually disagree a bit with Gillen’s take. The best marketers over time have been great and unapologetic listeners.

For example, in 1991, Regis McKenna, the legendary PR and marketing consultant who helped launch brands such as Apple – wrote “a feedback loop is making advertising's one-way communication obsolete.” Blogger and VC Brad Feld paraphrased this idea here in 2007:

Today, it’s more than listening. It’s active listening. Companies need to hear, analyze and engage in the uncontrolled conversations that are taking place about your company and your market. It’s analyzing what is being said and using that information to improve your brand.

At Page One PR we do more than listen. Sure, we use tools to monitor. We build the strategy and plan for how we respond. And we analyze the information in a way that is packaged back to various stakeholders to our clients. Product managers listen for one thing. Marketing and advertising folks listen for something else. Crisis communication folks listen for something different.

One of our clients LogLogic had marketing guru Andy Lark work there for a period of time. Lark is now at Dell – which is one of the most acclaimed big businesses in terms of how it participates in uncontrolled conversations. Its entire business infrastructure is set up around active listening. Dell community members directly impact new product functionality. They help create ads. Heck, community members even help each other with customer service.

At our agency, we see the power of listening and engaging with our client’s communities – we don’t see it as new, but we do see it as a foundational component of any company committed to success.