Listening Posts  /  Turning Point 2
Close the loop
From process hope to product responsibility
Before / the assumed model
01 Listen
02 Understand
03 Act
After / the complete model
01 Listen
02 Understand
03 Share new
04 Act
05 Iterate new
Step by step
01
Listen
Collect signal across channels and moments
02
Understand
Surface what the signal actually means
03
Share
Communicate findings back to employees
04
Act
Assign ownership and drive accountable action
05
Iterate
Measure impact and close the trust loop
The insight
The failure was never in the listening. It was in everything that came after. Share and Iterate are not nice-to-haves. They are where trust is built or broken.