Becoming Adaptive Takes More Than Just Listening

Becoming Adaptive Takes More Than Just Listening

In this episode, David and Justin discuss how it takes more than mere listening in order to truly become an adaptive organization. In particular, it takes an ongoing dialog between you and your customers to continually add and capture value. Here are the notes from the show:

  • Check out “Sense and Respond” from HBR for a good article on why it’s more than just listening to customers that gets the job done
  • Four reasons listening isn’t enough:
    • New requirements always arise
    • Emergent knowledge takes time to discover
    • It’s difficult to predict product/service usage
    • Customers don’t know what they want
  • Five ways to go beyond listening:
    • Create a two-way communication system
    • Focus on outcomes, not outputs
    • Embrace continuous change
    • Collaborate across the organization
    • Create a culture of continuous learning
  • What all of this adds up to is a continuous conversation with the human customer. Machines, when they have conversations, sound stilted and can only process logical sequences. The agile human body, as metaphor, is the greatest adaptable organism that has ever walked the earth.

Have Something to Say?
Already have an account? Log in.

Your email address will not be published. Required fields are marked *