Understanding what your customers really need

Active listening is more than just hearing words—it’s understanding customers’ needs and expectations. 

Uber's CEO, Dara Khosrowshahi, went undercover as a driver. His experience of lsitening to customers led to cultural shifts and better support systems through listening and genuine empathy.

Here's how:
📢 Communication: Championing 'Silence Breakers' Encouraged speaking up about concerns, ditching the old "bro culture". No more sweeping issues under the rug, but encouraging open conversations and healthy conflict, leading to
🤝 Relationships (Psychological Safety): an environment where trust trumps fear, fostering genuine collaboration across teams.
🎯 Alignment (Culture and Purpose): establishing a Corporate University get all the employees on the same wavelength when it comes to mission, culture, and values - but making this a permanent and iterative part of the organisation, not just a tick box 'event'.
💪 Execution: From "Move Fast and Break Things" to "Do the Right Thing" Shifted focus from growth at all costs to responsible, purpose-driven execution.
🚀 Capacity: Empowering everyone to own the culture. Embedding silence breakers through the company, and creating a long standing learning culture for everyone recognising that culture isn't just top-down – it's everyone's responsibility to build and maintain.

The result? Uber are finally returning a profit - and will have reduced their staff churn, sickness rates, have stronger resilience and will be spending less on crisis-management-PR..

Listening is the key to all of this. It is your superpower. It's time to hone it.
#ListenWithoutAgenda
#ImprovMindset