Top 12 Quotes About Listening (Part 4 of 4)

Hello to Fall!  We’ve been busy at ListenLogic, but I’m back with Part 4 of my countdown, the final three quotes!  I’ll be discussing quotes from real people who are real smart with real companies to run.  Let’s get down to business!

3. “People want to be listened to and they want to be respected. This is how you learn what’s on their mind. What can be more important than that?” – Mickey Drexler (chairman and CEO of J. Crew Group and formerly the CEO of Gap Inc.)

Comment: Mr. Drexler has a clear passion for clothing retail in America.  This guy is fanatical about even the smallest details that go into creating a monster brand like J. Crew.  Color, fit, style, price, he’s got it all down pat.  Sure, he has a lot of experience from his previous work as president of Ann Taylor and CEO of Gap Inc., but what makes him really smart is that he’s always listening!  To everyone.  Drexler is known to frequently visit stores to hear thoughts on business from the front-line staff.  “He may be more hands-on than any other chief executive in the country.” – from the article “A C.E.O. Sells the Store” by Joe Nocera for the March 1, 2008 New York Times.  I picked Quote #3 from this article because I think it absolutely nails the mindset needed for a retail business to be successful: go to your customers and open your ears.  Drexler asks good questions and takes any opinion from his customers very seriously.  He’s got the right idea, but he’s missing a whole other channel of feedback: the Internet.  A sophisticated listening tool is crucial for any big brand.  ListenLogic’s got you covered.

2. “The organic nature of the web means that when you are the world’s largest retailer, people will talk. And we’re OK with that. We believe the hallmark of a really great brand is that you are relevant. And part of the way you do that is listening to what your customers have to say.” – Wanda Young (senior director-digital marketing at Walmart)

Comment: THANK YOU, Wanda!  I couldn’t have said it better myself!  Plus it sounds super important coming from a senior higher-up at a company as large as Walmart.  Don’t take this lightly, folks.  Listening is an abundant theme in business and it was only a matter of time before listening became relevant on the web.  Walmart’s targeted efforts online provide a great example of a brand proactively adapting to the times in order to maintain reach with its customers.  The AdvertisingAge article “How Walmart Owns the Concept of Value Online” lists a number of online initiatives that have created excellent opportunities for gathering valuable feedback.  This fresh approach by Walmart to play a role in the digital world is quite impressive considering the retailer’s status as “world’s largest retailer” and it proves yet again how crucial listening is to successful business.  Go to where your customers are, set up shop, and start taking notes.

1. “Listening is the single skill that makes the difference between a mediocre and a great company.” – Lee Iacocca (American businessman famed for his revival of Chrysler Corporation in the 1980s; author of Where Have All the Leaders Gone?)

Comment: Need I say more?  If you’re still not convinced, just check out the cover of Mr. Iacocca’s book… he’s the epitome of “I’m an elderly distinguished businessman who knows a thing or two about how to be a leader and smoke cigars.”  Listen to the old smart-ass OR ELSE.

Hope you’ve enjoyed my countdown!  Until next time: keep listening