Why Nobody Is Listening

[And How To Fix It]

Author

Jeevan Kesavan
January 27, 2025

You cannot drive human behavior through numbers. It has to be through emotions. When you humanize numbers, for some strange reason, people know exactly what they need to do.

Here's how you can drive your team to take action

Don’t just say “We have a 20% Churn Rate this year” - Say, 1 in 5 customers lost trust in us. What can we do to regain that trust?

Don’t just say “We have a 50% bounce rate" - Say, half of our visitors shut the door before we could tell our story. How do we make them stay for the conversation?

Don’t just say “60 Net Promoter Score" - Say, 3 out of 10 customers would NEVER recommend us to their best friend. Why is that? and what can we do to win that trust?

Don’t just say "5% late deliveries" - Say, 1 in 20 orders ruined a special moment. How do we ensure we never let that happen again?

Don’t just say "We had 273 manager escalations" - Say, 273 people used our product, felt disappointed, unheard and let down. Why did that happen?

Don’t just say "Market share is down by 10%" - Say, 1 in 10 customers walked away, believing someone else could give them what we never could. How can we help them see what made us special to begin with?

Don't just give people numbers.

Give them a reason to care.