A Chief Listening Officer is a position that many companies should consider implementing. It is important for companies to use all of the social media and technology tools that are available to stay in contact with their fans and customers. A Chief Listening officer and their staff should be the central department for the customers to lodge their complaints or concerns. The Chief Listening Officer would be responsible for the daily maintenance and updating of the companies Facebook and Twitter pages. In addition, it would be their responsibility to post surveys asking about customer needs and wants. These surveys will also be a great way of tapping into what could be changed or updated with current products.
It is essential that the Chief Listening Officer also take these customer concerns and suggestions to the decision makers in the company. It is foolish to simply gather suggestions and not actively implement them. The Chief Listening officer should track these ideas and let customers know that they have been heard and that the suggestions are being implemented.
They should post on various sites that they credit and thank the customers. This will inspire the customers to be loyal and continue to use their products. The position of Chief Listening Officer is essentially an individual who is the liaison between the company and their customers. They are a sounding board. The individual who holds this position must be able to use Facebook and Twitter to connect and react to customers. However, itt should not be a place to defend the company; it should be a place to showcase them.
It will also be important that they respond to client emails. It is important that they be answered in a timely fashion with a twelve hour or less turn around whenever possible. This will show the customers that the company values their time and will go even further to listen to their concerns.
As our culture swings toward wanting instant gratification, it is important that corporations respond to this need. The Chief Listening Officer will need to have a staff that allows them to quickly reach out to customers. The size of the support staff should vary depending on the size of the company and how many customer suggestions and complaints are received on a regular basis.
Regardless of the size of their staff, a Chief Listening Officer will be a position that is just as valuable to a company as an Accountant , Attorney or Human Resources person because they will keep the company and the customers connected.
Connection with the customer base is the key to loyalty and ongoing success.