So in an interview with carnival corperation CEO “Arnold Donald” he said all through his reign as CEO he made listening to his emoyees and custormers his no 1 prority, he said if he were to give his 25 year old self an advise it would be to always listen.
“I would just tell my 25-year-old self to do, hopefully, what I try to do a lot of my life, which is listen, listen, listen. You can learn from anybody and everybody,” he said. you listen to the world, it will reveal itself to you. In business, if you listen to your customers or guests, they will tell you what it takes to exceed their expectations. If you listen to your employees, they will tell you how to deliver.
Donald said his emphasis on listening has given him greater insight into customer psychology, like when he spoke with a passenger about a rival company’s cruise ship. Donald asked the passenger why he liked the ship, and the passenger cited the ship’s rock climbing wall and ice-skating rink. But when Donald asked if the passenger had used either, the passenger replied that he hadn’t.
The exchange suggested to Donald that the passenger took pride in the mere fact of traveling on a cruise ship with desirable amenities, which made Donald realize the importance of gathering customer feedback in a way that would reveal more profound psychological insights
“We have to ask questions in a way where we understand, psychologically, what’s driving somebody,” he said. “There’s a deeper way of learning how to ask questions.”
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