Your communication with the client is a channel that works in both directions, so if you dedicate yourself only to talking to your clients but do not listen to their opinion, you will cause your clients to distance themselves from you.
It is vital that your customers feel that there is someone behind the screen paying attention to them and making them feel heard and valued.
Remember that a good relationship is based on trust, so be transparent and honest with your clients. If at any time you have made a mistake, rectify it.
Do not delay in responding and always be kind and polite in your responses.
From your active listening you will gather information about the things that work best and worst about your brand, information of great value thanks to which you will be able to focus on what you need to improve, always taking as a basis the good experience of the user in their interaction with your service or product.
Also remember to surround yourself with renowned brands and personalities in the sector, as this produces a positive association with your brand (if you associate with the best, you are good too).