How many companies out there claim to listen to their customers?
Pretty much all of them.
How many pay attention to what their customers say?
Quite a different story.
Companies claim to listen to their customers, then provide services, updates etc that are not at all in tune with what their audience is saying. With so many new forms of real time interaction that companies integrate within their marketing strategies, such as social media etc, there’s no reason why companies shouldn’t be providing services more adequate to their customers needs and desires.
What’s the point in paying money to listen if you’re not going to pay attention?