Customer Listening Playbook

Understanding and addressing customer needs starts with listening at scale. Use this 7-step playbook to set strategic and actionable goals to connect with your customers and drive meaningful change in your organization.

This fillable PDF takes you step-by-step through the entire process of building a listening program inside your organization.

  • Step #1: Map the Current Customer Journey
  • Step #2: Set Intentional Goals
  • Step #3: Collect Recorded Conversations
  • Step #4: Listen to Customer Voices
  • Step #5: Aggregate & Analyze Insights
  • Step #6: Take Strategic Action
  • Step #7: Repeat
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