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In business, the Listening Gap includes all the different ways we fail to listen to the customer to understand their needs and wants. Research is a way to overcome the listening gap. In this presentation, I look at social media as a way to engage in “service failure detection & service failure recovery.” This presentation focuses on what is the listening gap, monitoring by using social media, customer decision journey, how to analyze how a company is listening, and tools companies use to listen. The modern art exhibit the Listening Post by Mark Hansen and Ben Rubin on display at the London Science museum is showcased to discuss how people communicate on the Internet and further analysis pulls it all together to show that today we are in a new age where ordinary people can communicate in extraordinary ways - it's up to company's to listen to their customers to find out how to satisfy wants and needs.
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