Comments on: Book Review: How to Talk to Customers

By: An Interview with Diane Berenbaum, Part 2 « Customers Rock!

An Interview with Diane Berenbaum, Part 2 « Customers Rock! — Fri, 06 Jul 2007 12:54:51 +0000

[...] of the most important relationship skills being listening. One of the things I blogged on in my book review was your “Four Levels of Listening”, and I would like to know if you agree or disagree with [...]

By: How to Talk to Customers: An Interview with Diane Berenbaum « Customers Rock!

Tue, 03 Jul 2007 17:22:30 +0000

[...] Senior VP of Communico, Ltd. and one of the authors of the book How to Talk to Customers (reviewed here). We talked about Diane and her company, measuring customer service, and how to hire customer [...]

By: Becky Carroll

Becky Carroll — Tue, 19 Jun 2007 15:57:20 +0000

Phil, semantics can often come into play, can’t they?

How to listen to customers is a skill lacking in many organizations, but it is getting better! Blogs are becoming a great way to listen to customers.

Thanks for chiming in!

By: Phil Gerbyshak

Phil Gerbyshak — Tue, 19 Jun 2007 03:22:02 +0000

Interesting semantics. Talk WITH versus talk TO. Better than talk AT, I suppose, but yes, talk WITH would have made the book even better.

Building relationships with customers is so important, it could have been LISTEN to customers as well.

Great point Kevin!

By: Becky Carroll

Becky Carroll — Fri, 15 Jun 2007 15:35:06 +0000

You are welcome, CB!

Kevin, excellent idea. The book does not imply command control at all but focuses on building customer relationships, so your title would have been a better fit indeed. Thanks!

By: Kevin Dugan

Kevin Dugan — Fri, 15 Jun 2007 14:57:30 +0000

How’s this for a semantic nit? The book would seem even better if the title was How to Talk WITH Customers, implying dialogue and not the usual command control model.

By: C.B. Whittemore

C.B. Whittemore — Fri, 15 Jun 2007 12:39:10 +0000

Becky, great roundup on the book. Thanks for the mention.