For leaders, one of the most powerful uses of social media and big data is the ability to listen at scale—to hear in real time what customers, employees, and other specific groups are saying about the things that matter to your business. However, if used unwisely, these tools can yield an endless stream of meaningless information. In this video, Charlene Li discusses how to carefully hone in on your key audience and listen to the people most important to reaching your goals.
- One of the first things you have to do … as an engaged leader is to listen at scale. … And I define that by not just listening on an annual basis … or through a survey of your customers or employees, … listening to them all the time constantly. … And listening to the people and the audiences … that are important to you … in terms of you achieving your goals. … (soft music) … You can't listen to everybody. … So who will you decide to listen to? … And that's the art of listening. … But then there's also the science of listening, … where you're actually using these tools … to be able to listen to people specifically, … and to listen to them on a constant basis. … What I encourage leaders to do is to think about … the key people you want to listen to, … and then spend 15 minutes a day … just listening to what they're saying. … As a leader the constant struggle that you have … is trying to figure out what's truth. … What is the true meaning of what people were saying? … What an employee is saying? …
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