Listen vi. 1 to pay attention to sound 2 to hear something with thoughtful attention, give consideration 3 to be alert to catch an expected sound.
It seems pretty straightforward. But in the age of Twitter and texts and Facebook and Instagram, it's just not that simple. And at the same time, it's an imperative in today's world that business leaders listen to their customers.
At Twin River, listening manifests itself in a variety of ways. Intense customer service trainings for our employees, a guest service committee, mystery appearances by an outside hospitality expert, employee recognition for outstanding service and more communicate that we try very hard to understand what our customers like – and what they don't – so we can strive to provide a superior experience.
Listening isn't always easy. Like any good conversation, meaningful give and take has to occur. We've got to be willing to receive the tough critiques along with the bouquets, and more than that, be prepared to act when the conversation turns difficult.
All companies that are successful understand the art of the conversation. Customers and key stakeholders want to feel as though they are heard, that their opinions and preferences matter, that they are engaged, and that they might make an impact on policies, procedures and offerings.
If a company fails to listen effectively, it risks disappointment, loss to a competitor, declining profit margins and diluting the strength of its brand, sometimes irrevocably. The bottom line – businesses must cut through all of the noise and truly listen to be successful. •