CELab: The Customer Education Lab

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
            • ...more
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            CELab: The Customer Education LabBy CELab
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