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Rescooped by Hein Holthuizen from Just Story It! Biz Storytelling!

Beyond Hearing: Importance of Ongoing Dialogue [Storytelling] w/ Customers

Beyond Hearing: Importance of Ongoing Dialogue [Storytelling] w/ Customers | No(n)sense |
I tend not to take business advice from rockers, let alone ones with a past, shall we say, as checkered as Led Zeppelin, but their 1969, B-side hit “Communications Breakdown” has some worthwhile tidbits beyond Robert Plant coping with...

Via Karen Dietz
Karen Dietz's curator insight, August 30, 2013 4:15 PM

What a great article this is that is all about listening, continuous conversation, and storytelling. Written by Vick Vaishnavi, it goes way beyond what other posts on listening cover. Yeah!

I like that the author distinguishes between hearing and listening in customer relationships -- and what listening to customers really looks like as a business activity that moves the organization forward. 

The quality of your listening with customers, the quality of your ongoing dialogue, will determine how fast you will grow, but also your ability to be sustainable. Ultimately what Vaishnavi is talking about is having dialogue and storytelling as a core competence.

Now in fairness, he never mentions storytelling. But it makes total sense that when in dialogue with customers you want to consciously evoke stories so you can understand their authentic experiences.

And as the author points out, dialogue is a two-way street just like storytelling is. That means shifting your interactions with customers from a "I'll listen to you and take your info back to the org" to "I'll listen to your experience and share in return."

The author does not mention exactly what to say in these customer interactions but here we can take some steps from the storytelling playbook:

  1. use a story prompt to actually evoke an experience
  2. listen delightedly/appreciatively
  3. ask reflective questions to get to meaning ("what did you take away from that experience? what did that mean to you? tell me about the impact this had on you..., etc.)
  4. Share all the things you appreciate about what the customer told you
  5. Depending on the context, you might even have an opportunity to share an experience in return

Listening, dialogue, storytelling -- these will all bring great benefits to your business!

This review was written by Karen Dietz for her curated content Just Story It at

Carol Sherriff's comment, September 7, 2013 11:53 AM
Great article and great comments - also demonstrates the power of a story hook to get you to read something. He had me a Led Zeppelin!
Karen Dietz's comment, September 7, 2013 1:04 PM
Yes, Led Zeppelin did the trick for me too, Carol! Many thanks for your comment.
Rescooped by Hein Holthuizen from Just Story It! Biz Storytelling!

Exploring Empathy

Exploring Empathy | No(n)sense |

What is this ability to step into someone else’s shoes? To imagine how they feel - and to hurt for them or be happy for them?  Host Frank Stasio is joined by a panel of experts to discuss empathy, the trait that makes us uniquely human.


Lasana Harris is an assistant professor in psychology and neuroscience at Duke University; Jesse Prinz is a Distinguished Professor of philosophy at the Graduate Center of the City University of New York; Pate Skene is an associate professor of neurobiology at Duke University and a second year law student; and Ralph Savarese is an associate professor of English at Grinnell College, a Duke Humanities Writ Large Fellow, and the author of “Reasonable People: A Memoir of Autism and Adoption”

Via Edwin Rutsch, David Hain, JLAndrianarisoa, donhornsby, Karen Dietz
Karen Dietz's curator insight, January 27, 2013 1:45 PM

Want to get better at empathy in order to connect with customers/prospects and create better stories?

Then you might want to listen to this discussion by a panel of experts.

Empathy, like listening, is one of the essential storytelling skills to master. Enjoy this audio file!

And thank you to fellow curator Don Hornsby for originally finding and sharing this piece.

donhornsby's comment, January 27, 2013 5:44 PM
You are welcome.