I just read a blog article about a poor customer experience with US Airways. It got me to thinking about the ways we listen, and I think it could be described as two different types of ears.

Consumer Listening: Skeptical Ears

The first type of ears are those of a consumer. We have consumer listening skills which are pretty basic and instinctive. These are the ears we use to hear scandal and negativity. Most people have this set of ears cranked way up to hear anything they need to know as a consumer.

Consumer watchdogs are everywhere, and social media brings them out in a big way. In fact, it allows each and every one of us to be a consumer watchdog and to tell our story. Anybody with a bad experience can make a pretty loud sound using social media.

That probably sounds shocking, right? Let me explain what I mean by this title.
I know that it may sound a little “churchly”, but it certainly is not. I do not mean that I am looking for people to kiss snakes, sacrifice animals, or participate in some strange cult rituals. A disciple is defined by Princeton University as “someone who believes and helps to spread the doctrine of another”, and who wouldn’t want that? After all, don’t we all want to associate with others who think like we think and are willing to spread a message? There is really only one way [...]