How we listen matters

October 7, 2014 at 12:03 PM Leave a comment

During the 90’s I was running around Asia listening to business executives about their needs for IT systems and support services. There were two main methodologies that I used, focus groups and one-on-one interviews. In the first, I sat behind one-way mirrors and observed executives, in the other I would engage them in a one-on-one conversation. Both were valuable, but the latter approach would always yield far greater insight.

The reason was simple. By being able to engage an executive in a conversational experience allowed me to adjust the questions based on their needs and their aspirations. As such, I could delve into both to understand what the pains were behind their needs and what the passions were behind their aspirations.

This is strategic insight.

It is very difficult to gain this strategic insight in a group setting because it is hard to have the laser-like focus you need to delve deep below the surface and people feel far more guarded when they are talking amongst their peers. On-on-one interviews are most effective.

But insight is what is critical for shaping effective strategies. If you can begin to find the commonalities of the needs and the commonalities of the aspirations and align your brand around those, a tremendous amount of focused, innovative energy has the potential of being released.

If this is all true, then we need to develop new ways of listening powered by new, web-enabled, tools.


Entry filed under: Uncategorized. Tags: , .

Shareholder value vs. Customer value Unleashing the potential

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

Trackback this post  |  Subscribe to the comments via RSS Feed

Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at


"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters



%d bloggers like this: