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CELab - Ep 141 - Rethinking Customer Education Strategy: The Power of Active Listening
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In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to customers and stakeholders is often more important.
- The value of slowing down and creating space for deeper conversations
- The discussion covers several key topics, including:
- The limitations of relying on generic frameworks and maturity models
- The importance of understanding the specific business problems and opportunities
- Techniques for effective active listening, such as empathy, patience, and asking probing questions
- The need to balance formal and informal communication channels
Resources
- Books:
- "Crucial Conversations" by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler
- "The 7 Habits of Highly Effective People" by Stephen Covey
- Online Courses:
- Coursera, Udemy, Skillshare (search for communication and active listening courses)
- Articles and Resources:
- "The Power of Active Listening" - Harvard Business Review
- "The Art of Active Listening" - Psychology Today
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