New Report

Why good listening means good business

Time to listen up: how good listening can inform exceptional customer experiences

Happy man smiling while talking on a red phone with a yellow to white gradient background.

Master the art of listening

There are plenty of benefits for businesses to demonstrate good listening to their customers, from encouraging repeat sales and boosting loyalty.

But what does good listening look like? How can businesses demonstrate that they’re truly listening? What is the impact of good listening on a business' bottom line?

We interviewed over 4,000 customers across the UK and Germany on their listening and communications preferences, and although brands already know the importance of listening, over a third of respondents said they are not being listened to when speaking to customer service.

In our jam-packed report, we reveal why listening to your customers really matters, and the tools available to turn listening into actionable insights to create better experiences:

69% of customers who feel heard by a brand are likely to buy from that brand again
48% of customers want to speak to a real person when contacting customer service
32% of customers prefer to communicate with brands via phone

Explore how better listening can unlock better business outcomes.

Explore Report

of customers who feel heard by a brand are most likely to buy from that brand again

Infographic

Discover how businesses can listen better to inform exceptional customer experiences

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Infographic showing customers prefer phone communication and feel heard by brands when speaking to a person.

Master the art of listening

Discover how listening can unlock better business outcomes

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Smiling woman wearing glasses and headphones with a green soundwave graphic overlay.