Beyond Listening to The Voice of The Customer / Employee

The Customer Blog

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research.

HR gurus and technology companies push the need for the company to listen to the voice of the employee. In the service of this sale frightening soundbites are put forward about the state of employee engagement – disengagement is rife and getting worse. What happens, organisations set up once a year surveys of their employees in order to listen to their employees.  Ok, some do it twice a year. Maybe, a handful do it quarterly.

Is this listening?  You may be convinced that this is listening. I do not find myself in agreement with you. I say…

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