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Likeable Business: Why Today’s Consumers Demand More and How Leaders Can Deliver by Theresa Braun, Dave Kerpen

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CHAPTER 1

Listening

One Mouth, Two Ears, Many Opportunities

When people talk, listen completely. Most people never listen.

—Ernest Hemingway

I finally decided to take my own advice and shut up and listen. For five years I’d been leading a company in social media marketing, preaching about the value of listening using social media. I had written Likeable Social Media, which featured “Listen First and Never Stop Listening” as the title of Chapter 1. I had spoken to thousands of people at live events about the virtues of listening to customers and colleagues. Yet I suffered from the same syndrome as many leaders: I have a lot of ideas, and I liked to share them. That meant talking, which, unfortunately, by definition, meant not listening. I wanted ...

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