Companies like to talk about being customer centric. The trouble is, the majority are doing more talking than listening. If you look at the most successful companies right now — Amazon, Instacart, Netflix — they’re successful in large part because they’re great listeners.
Consider Instacart, which has seen its order volume increase 500% over the last year. When you open the Instacart app, you’re not thinking about the relationship you have with the company. You’re focused on what’s missing in your refrigerator and pantry, what kind of foods your family is eating, what you’re going to be making for dinner over the next five days, and so on.
