What type of listening involves monitoring customer sentiments without direct engagement?

The type of listening that involves monitoring customer sentiments without direct engagement is known as passive listening. Passive listening allows organizations to gather insights into customer opinions, feelings, and behaviors by observing interactions, reviewing feedback, or analyzing social media without actively participating in conversations or directly engaging with those customers.

This method is valuable because it enables companies to understand trends and sentiments in a broader context, often resulting in valuable data that can inform business strategies and improve customer experience. By using this approach, organizations can identify underlying issues or areas for improvement based solely on the information customers share in various environments, thus making decisions based on actual customer sentiment rather than through direct questioning or interaction.

In contrast, active listening involves engaging directly with customers to understand their perspectives thoroughly. Always-on listening refers to a continuous or real-time monitoring approach, often utilizing technology for ongoing insights. Transactional listening focuses on gathering feedback from specific transactions or interactions, which may not capture the broader context of customer sentiment over time.