I agree that listening provides the fuel for action. But I think business leaders skip over the value of just listening. Customers and employees still don’t feel heard. Companies put up FB pages, and then broadcast but don’t respond. So, the perception out there is that people **aren’t** listening.

Searching for a better word or phrase to describe that listening is not the outcome, but rather fuels intelligence and our ability to actively engage (another much overused SoMe term) customers, partners, and employees.

Something to think about

Maybe ‘listening’ is one of those ‘it should go without saying’ items? Except that it **doesn’t** go without saying. It really seems that people forget: Listening must happen first.

I would add to the list of what listening is not:
- Spray and pray broadcasting
- Starting a blog because the other guys have one

I listen to learn what is important to others. It doesn’t have to be just rants or raves to respond to – what are people (my customers and fellow employees) interested in? I also listen to gauge sentiment, as you have highlighted. This listening then **informs** my future action. But, I don’t have to act on/respond to everything I hear.

I wouldn’t call it engagement or conversation yet. But listening is the starting point. Listening allows me to meet the other person where she is, and give that starting point engagement and conversation more relevance and connection.

Just my two cents!

Here's to openness, serendipity, exploration, adventure, and fellow travelers!