top of page

Conversational Marketing: Listen First, Speak Later

I'm sure we can all agree that great conversations are the lifeblood of human connections. It's in our day-to-day chit-chats, heart-to-heart discussions, and debates.

But did you know it's also at the heart of truly exceptional marketing?

Let's take a step back and think about the best conversations we've had. They probably weren't one-sided monologues, were they? Nah, they were dialogues, exchanges where both parties listen and respond.

That, my friends, is the exact approach we need to adopt in our marketing.

Because at its very core, great marketing isn't a monologue, it's a heart-to-heart conversation.

A blog cover with the blog title 'Conversational Marketing: Listen First, Speak Later' in the centre and speech bubbles behind to depict conversational marketing.
Master Conversational Marketing

The Power of Listening in Marketing

So, why should we listen first and speak second in marketing?

Here's the thing: when we genuinely listen to our audience, we start to understand them. We discover their needs, desires, and pain points. It helps us to empathise and connect on a deeper level.

In turn, this informs our marketing strategy, enabling us to craft messages that resonate.

I'm not talking about surface-level listening here, the kind where you nod along while mentally preparing your response. No, that won't cut it. I'm talking about active listening, really hearing what your customers are saying and showing them that their voice matters.

Making Your Marketing a Conversation

Turning your marketing from a monologue into a dialogue isn't as complicated as it may sound. Social media platforms are your allies here, perfect for two-way conversations.

Encourage comments, ask questions, seek feedback, and engage in conversations with your followers.

Show your audience that their voice is heard and appreciated.

Similarly, when crafting your marketing messages, don't just talk at your audience, speak with them.

Use language that encourages interaction, invite feedback, and show that you're interested in their thoughts.

Learn how to embrace authenticity on social media by exploring this recommended blog post.

Real-world Examples of Conversational Marketing

Still not convinced? Let's look at a few brands that have mastered the art of conversational marketing.

Glossier - This beauty brand is a shining example of a company that listens to its customers.

They frequently use their social media platforms to seek direct product input from their audience.

Their Milky Jelly Cleanser? It's a product born from customer feedback.

Glossier instagram post of empty bottles encouraging feedback from their followers


LEGO Ideas - LEGO takes customer engagement to the next level with their LEGO Ideas platform.

They invite fans to submit their own design ideas, listen to their feedback, and turn popular ideas into real LEGO sets.

Lego Personalisation Studio with enthusiastic individuals engaging in creative activities, expressing their ideas and building unique creations in the context of Conversational Marketing blog post.


Starbucks - Through their "My Starbucks Idea" platform, the coffee giant encouraged customers to share their ideas and suggestions.

This feedback informed product and service improvements, making customers feel heard and valued.

The popular hazelnut macchiato became a permanent item on the menu and first introduced thanks to someone recommending it on the platform.

This platform receives feedback, leading to improved offerings, increased engagement, innovation, satisfaction, and brand awareness - an example of open innovation benefiting businesses by giving customers a platform to share their ideas.

My Starbucks Platform highlighting the power of conversational marketing and listening to customers

The Bottom Line

In a world where brands are vying for attention, those that listen stand out.

Those that transform their marketing from a monologue into a dialogue are the ones who foster stronger, more meaningful connections with their audience.

Because in the end, isn't that what great marketing is all about?


If you've enjoyed this nugget of marketing wisdom and want more, make sure you subscribe to my newsletter.

'A Marketers Mindset' Newsletter: Don't miss out on your weekly marketing wisdom, free resources and expert insights. Join 3,200+ marketers, founders and creatives who read my newsletter every week.

30 views0 comments

Recent Posts

See All


Rated 0 out of 5 stars.
No ratings yet

Add a rating
bottom of page