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Customer Complaints: Why Angry Customers Are Good for Business
Solid advice for improving your firm's responses to #customer #complaints by listening, apologizing [mean it], empowering employees; customer feedback is research and post gives some tools to improve. I wouldn't use these; they need to be more personal/indiv. #CX
customer  experience  complaint  howto  response  learning  service  csr19  listening  apology 
9 days ago by csrollyson
Landscape Circuitry – Nick Sowers Architecture
"What happens when you wire up parts of a landscape and amplify its own remixed sounds? This is the next iteration of my series with SEAP : Sonorous Environment Amplification Panel. I have set up this four channel audio installation on the edge of Seaplane Lagoon on the former Naval Air Station in Alameda to explore the sonic textures in magnified detail.

Through live amplification of sounds picked up by a variety of microphones (contact, omnidirectional, shotgun, and hydrophone) I am able to reveal elements of the landscape which may otherwise go unnoticed. The sounds of birds, waves, pebbles, electricity, and wind through a security fence travel through the wires and merge digitally before being projected through the acrylic sound panel.

Even the more visible and audible parts which pass through such as Southwest jets taking off from nearby Oakland Airport are filtered through the sound installation, mixing and resonating with bird sounds and howling wind. We can hear all of this without augmentation, yet the ability to turn the dial up or down on certain sounds gives the observer a new form of participation in the landscape.

The forms of participation enabled by SEAP can be unexpected. One thing that surprised me is how the slight delay between the sounds initially heard and the sounds played back through amplification immediately creates a new atmosphere. The delay is like what you hear in a hard concrete alley, your own footsteps bouncing back to you in a kind of pangy-hollow sound. But you wouldn’t expect to find that echo effect in an open landscape. When a security guard pulled up to ask me what I was doing, his own voice was thrown back to him. He seemed satisfied with my description “Just testing out an art installation” and drove away.

Another unexpected sound comes from this security fence blocking access to the breakwater. I wired up a contact microphone to the galvanized steel post supporting the fence. The wind which slips through the fence is not audible to the naked ear, yet the metal absorbs the sound and can be amplified and mixed in with the rest of the environment. Listen:

In the recording you’ll hear the sounds of birds picked up by this omnidirectional microphone aimed down into the rocks. Crevices contain their own little sonic worlds. The space between rocks shelters a bowl of stiller air. In this placement, the microphone avoids clipping from wind. Tinier sounds like pebbles trickling down and birds whose calls would otherwise be drowned out are easily picked up.

I found myself thinking about artist Jenny Odell‘s practice of observation at the Morcom Amphitheatre of Roses in Oakland, about how this place on the fringes of a former Navy base could be my rose garden. From the perspective of an architect, I’m not doing anything here. I’m not analyzing a site as a precursor to making a building. Yet I am doing more than bird watching or walking or fishing– all fine activities for absorbing the nuances of a place and experiencing the passage of time. SEAP is an evolution of the many years I have walked landscapes and recorded sounds. Now I have an apparatus with which to gauge the subtle textures of a soundscape and add my own interpretation back into it. I expect to return to Seaplane Lagoon with an ever evolving set of processes to fold in between the processes of erosion and construction."
nicksowers  sound  audio  landscape  listening  2019  microphones  jennyodell  oakland  morethanhuman  recording 
14 days ago by robertogreco
Hear the world your way
Hear is an amazing way to listen to the world. It harmonizes your listening experience which helps you to be less distracted and stressed. The Hear app filters your acoustic environment, takes out harsh sounds and turns stressful noise into harmonic sound environments. Try it now, it's a free download on the app Store!
apps  audio  mobile  vr  ar  generative  music  RjDj  active  listening 
14 days ago by gdw
Magic and the Machine — Emergence Magazine
"Indeed, it is only when a traditionally oral culture becomes literate that the land seems to fall silent. Only as our senses transferred their animating magic to the written word did the other animals fall dumb, the trees and rocks become mute. For, to learn this new magic, we had to break the spontaneous participation of our eyes and ears in the enfolding terrain in order to recouple those senses with the flat surface of the page. I remember well, in first grade, the intensity with which I had to train my listening ears and my visual focus upon the letters in order to make each letter trigger a specific sound made by my mouth, such that now whenever I see the letter K, I instantly hear “kah” in my mind’s ear, and whenever I see an M, I hear “mmm.” If my ancestors once engaged in animistic participation with bent twigs, animal tracks, cliff-faces, and cloud shapes, I learned an analogous participation with the letter shapes upon the page. But notice: while a thundercloud or a raven might utter strange sounds and communicate strange sensations, the written letters always speak with a human tongue.

Hence, far from enacting a clear break with animism, alphabetic literacy can be recognized as a particularly potent form of animism, one which shifts the locus of magic—or meaning—away from our interactions with the more-than-human surroundings to the relation between ourselves and our own signs. Only as alphabetic literacy comes into a previously oral culture (often through Christian missionaries teaching how to read the Good Book) does that culture get the curious idea that language is an exclusively human property. The living land is no longer felt to hold and utter forth its own manifold meanings; the surrounding earth soon comes to be viewed as a mostly passive background upon which human history unfolds."




"For animism—the instinctive experience of reciprocity or exchange between the perceiver and the perceived—lies at the heart of all human perception. While such participatory experience may be displaced by our engagement with particular tools and technologies, it can never entirely be dispelled. Rather, different technologies tend to capture and channel our instinctive, animistic proclivities in particular ways."



"Despite the flimsy gesture toward a kind of magical reality, the fact is that we’re still speaking only to ourselves, to things that we have programmed to talk back to us. And so, after the initial novelty, which maybe lasts about twenty minutes, there’s nothing here that can surprise us, or yield a sense that we’re in communication with beings strangely different from ourselves."



"And maybe this attempt to recreate that primal experience of intimacy with the surrounding world will actually succeed. Certainly it’s giving rise to all sorts of fascinating gizmos and whimsical inventions. But it’s also bound to disappoint. The difficult magic of animistic perception, the utter weirdness and dark wonder that lives in any deeply place-based relation to the earth, is the felt sense of being in contact with wakeful forms of sentience that are richly different from one’s own—the experience of interaction with intelligences that are radically other from one’s own human style of intelligence. Yet when interacting with the smart objects that inhabit the always-online world of the internet of things, well, there’s no real otherness there. Of course, there’s the quasi-otherness of the program designers, and of the other people living their own wired lives; although just how other anybody will be when we’re all deploying various forms of the same software (and so all thinking by means of the same preprogrammed algorithms) is an open question. My point, however, is that there’s no radical otherness involved: it’s all humanly programmed, and it’s inhabited by us humans and our own humanly-built artifacts; it’s all basically a big extension of the human nervous system. As we enter more deeply into the world of ubiquitous computing, we increasingly seal ourselves into an exclusively human zone of interaction. We enter into a bizarre kind of intraspecies incest."



"Yet it’s the alterity or otherness of things—the weirdly different awareness of a humpback whale sounding its eerie glissandos through the depths, or an orb-weaver spider spinning the cosmos out of her abdomen; or the complex intelligence of an old-growth forest, dank with mushrooms and bracket fungi, humming with insects and haunted by owls—it’s the wild, more-than-human otherness of these powers that makes any attentive relation with such beings a genuine form of magic, a trancelike negotiation between outrageously divergent worlds.

Without such radical otherness, there’s no magic. Wandering around inside a huge extension of our own nervous system is not likely to bring a renewal of creaturely wonder, or a recovery of ancestral capacities. It may keep us fascinated for a time but also vaguely unsatisfied and so always thirsty for the next invention, the next gadget that might finally satisfy our craving, might assuage our vague sense that something momentous is missing. Except it won’t."



"Western navigators, long reliant on a large array of instruments, remain astonished by the ability of traditional seafaring peoples to find their way across the broad ocean by sensing subtle changes in the ocean currents, by tasting the wind and reading the weather, by conversing with the patterns in the night sky. Similarly, many bookish persons find themselves flummoxed by the ease with which citizens of traditionally oral, place-based cultures seem always to know where they are—their capacity to find their way even through dense forests without obvious landmarks—an innate orienting ability that arises when on intimate terms with the ground, with the plants, with the cycles of sun, moon, and stars. GPS seems to replicate this innate and fairly magical capacity, but instead of this knowledge arising from our bodily interchange with the earthly cosmos, here the knowledge arrives as a disembodied calculation by a complex of orbiting and ground-based computers."



"There is nothing “extra-sensory” about this kind of earthly clairvoyance. Rather, sensory perception functions here as a kind of glue, binding one’s individual nervous system into the larger ecosystem. When our animal senses are all awake, our skin rippling with sensations as we palpate the surroundings with ears and eyes and flaring nostrils, it sometimes happens that our body becomes part of the larger Body of the land—that our sensate flesh is taken up within the wider Flesh of the breathing Earth—and so we begin to glimpse events unfolding at other locations within the broad Body of the land. In hunting and gathering communities, individuals are apprenticed to the intricate life of the local earth from an early age, and in the absence of firearms, hunters often depend upon this richly sensorial, synaesthetic clairvoyance for regular success in the hunt. The smartphone replicates something of this old, ancestral experience of earthly acumen that has long been central to our species: the sense of being situated over Here, while knowing what’s going on over There."



"And so we remain transfixed by these tools, searching in and through our digital engagements for an encounter they seem to promise yet never really provide: the consummate encounter with otherness, with radical alterity, with styles of sensibility and intelligence that thoroughly exceed the limits of our own sentience. Yet there’s the paradox: for the more we engage these remarkable tools, the less available we are for any actual contact outside the purely human estate. In truth, the more we participate with these astonishing technologies, the more we seal ourselves into an exclusively human cocoon, and the more our animal senses—themselves co-evolved with the winds, the waters, and the many-voiced terrain—are blunted, rendering us ever more blind, ever more deaf, ever more impervious to the more-than-human Earth.

Which brings us, finally, back to our initial question: What is the primary relation, if there is any actual relation, between the two contrasting collective moods currently circulating through contemporary society—between the upbeat technological optimism coursing through many social circles and the mood of ecological despondency and grief that so many other persons seem to be feeling? As a writer who uses digital technology, I can affirm that these tools are enabling many useful, astounding, and even magical possibilities. But all this virtual magic is taking a steep toll. For many long years this techno-wizardry has been blunting our creaturely senses, interrupting the instinctive rapport between our senses and the earthly sensuous. It’s been short-circuiting the spontaneous reciprocity between our animal body and the animate terrain, disrupting the very attunement that keeps us apprised of what’s going on in our locale—the simple, somatic affinity that entangles our body with the bodies of other creatures, binding our sentience with that of the local earth. Today, caught up in our fascination with countless screen-fitted gadgets, we’re far more aloof from the life of the land around us, and hence much less likely to notice the steady plundering of these woodlands and wetlands, the choking of the winds and the waters by the noxious by-products of the many industries we now rely on. As these insults to the elemental earth pile up—as the waters are rendered lifeless by more chemical runoff, by more oil spills, by giant patches of plastic rotating in huge gyres; as more glaciers melt and more forests succumb to the stresses of a destabilized climate—the sensorial world of our carnal experience is increasingly filled with horrific wounds, wounds that we feel in our flesh whenever we dare to taste the world with our creaturely senses. It’s too damned painful. Hence … [more]
animism  davidabram  technology  language  alphabet  writing  oraltradition  secondaryorality  smarthphones  gps  multispecies  morethanhuman  canon  literacy  listening  multisensory  senses  noticing  nature  intuition  alterity  otherness  object  animals  wildlife  plants  rocks  life  living  instinct  internet  web  online  maps  mapping  orientation  cities  sound  smell  texture  touch  humans  smartdevices  smarthomes  internetofthings  perception  virtuality  physical 
14 days ago by robertogreco
Learning How to Pay Attention | Patton Dodd [Comment Magazine]
Dodd shares about a dinner they have with a group without recorders or cameras being present and how that shifts the nature of his attention. He realized that even the professional media aren't necessarily adept at hearing the story well:
My main colleague is a woman with nearly two decades of experience in network television news. I have over a decade of experience writing and editing multi-faith religion news and commentary for a range of regional and national publications. I mention these backgrounds only in order to say: While we know how to make media, we are finding that very little in our professional experience actually prepared us for the task of really listening to and striving to understand people’s stories.
story  listening  attention 
14 days ago by mtimms
‘I Wish You Bad Luck,’ He Said With Good Intentions
Dec. 28, 2017 | WSJ | By Bob Greene.

In Spring 2017, Chief Justice John Roberts delivered a commencement address to his son's grade 9 graduation ceremony that offered a universal lesson about the value to be found in generosity of spirit. Roberts prepared the advice offered in his speech specifically for the commencement address, as he set out to reflect upon “some of the harsh realities that everyone will face in the course of a full life,” and how to anticipate them and learn from them....His speech was structured in pairs.....He told his audience that commencement speakers will typically “wish you good luck and extend good wishes to you. I will not do that, and I’ll tell you why.

“From time to time in the years to come, I hope you will be treated unfairly, so that you will come to know the value of justice.

“I hope that you will suffer betrayal, because that will teach you the importance of loyalty.

“Sorry to say, but I hope you will be lonely from time to time so that you don’t take friends for granted.

“I wish you bad luck, again, from time to time so that you will be conscious of the role of chance in life, and understand that your success is not completely deserved and that the failure of others is not completely deserved either.

“And when you lose, as you will from time to time, I hope every now and then your opponent will gloat over your failure. It is a way for you to understand the importance of sportsmanship.

“I hope you’ll be ignored so that you know the importance of listening to others, and I hope you will have just enough pain to learn compassion.

“Whether I wish these things or not, they’re going to happen. And whether you benefit from them or not will depend upon your ability to see the message in your misfortunes.”

+++++++++++++++++++++++++++++++++++++++++++
Also,......“Once a week, you should write a note to someone. Not an email. A note on a piece of paper. It will take you exactly 10 minutes.” Then, Roberts urged, put the note in an envelope and send it off the old way: via the mail.

The handwritten note, he said, might express appreciation for someone who has helped you out or treated you with kindness, and who may not know how grateful you are.........here’s a toast to bad luck, and to its hidden gifts. First, though, the corner mailbox awaits. Gratitude is priceless, but conveying it costs no more than a postage stamp.
advice  betrayals  chance  commencement  compassion  counterintuitive  failure  friendships  gratitude  handwritten  inspiration  John_Roberts  judges  justice  life_skills  listening  loyalty  luck  pairs  speeches  sportsmanship  teachable_moments  tough_love  U.S._Supreme_Court  values 
18 days ago by jerryking
Charles Louis Richter on Twitter: "The Keanu Reeves Three-fold Path: Bill & Ted: Be excellent to one another. The Matrix: Step out of your worldview and listen to those doing the work toward revolution. John Wick: Destroy those who delight in cruelty."
"The Keanu Reeves Three-fold Path:

Bill & Ted: Be excellent to one another.

The Matrix: Step out of your worldview and listen to those doing the work toward revolution.

John Wick: Destroy those who delight in cruelty.

Can't argue with this fourth aspect of the Path:
https://twitter.com/DrewGROF/status/1129416727987728384

"Speed: do not engage bad faith actors on their terms.""

[Also:
https://twitter.com/misslaneym/status/1127281519951863809

"Keanu Reeves gives the right answer to an impossible question."

video:

Stephen Colbert: "What do you think happens when we die, Keanu Reeves."

Keanu Reeves: "I know that the ones who love us will miss us."]
keanureeves  2019  life  living  wisdom  listening  cruelty  death  dying  stephencolbert  kindness  revolution  mindchanging  change  systemschange 
26 days ago by robertogreco
Thread by @kitlovelace: "Now I'm all caught up with the results from last night's contest, with the UK placing last, I'm going to wheel out the same musical analysis […]"
Interesting read on how UK loses Eurovision Song Content because listeners like minor keys and quirky rhythms and we give them super boring.

"
What happened last night?
– The song that won (The Netherlands; Arcade) = A minor
– The song that came dead last (UK; Bigger Than Us) = C Major
You could hardly ask for better example as A minor is what's called the 'relative minor' of C Major (i.e. C Major's moody, sullen cousin). In 1999, a C Major song might have been nailed on. In 2019? Darkness has taken hold. You need to switch it to minor..."
uk  music  pop  listening  songs 
26 days ago by ssam
Deutsche Bank Staff Saw Suspicious Activity in Trump and Kushner Accounts
"Two former employees said that they had raised concerns about transactions involving companies linked to prominent Russians, but that managers had told them not to file suspicious activity reports. The employees were under the impression that the bank did not want to upset important clients." Of course not.

&& https://www.npr.org/programs/fresh-air/2019/05/09/721726619/fresh-air-for-may-9-2019-deutsche-bank-and-trumps-finances?showDate=2019-05-09
money  violence  politics  usa  decline  radio  listening  interview 
27 days ago by ingenu

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