You pour out your heart... and they're looking at their phone.
You sit down to coffee with a friend and every 7-10 minutes they're checking their phone.
They respond mildly as you pour out your heart and then abruptly leave to go back to work. A welcomed parting since they couldn't stop checking in anyway.
Your next friend comes along to have coffee. They have no phone in sight, look you in the eyes for the duration, and they listen. They really listen.
They respond only when it fits perfectly and always say the exact right thing.
In marketing, you have the same choice. You can spew your own agenda in between new product launches and pay little attention to what your customer is saying or you can listen and respond.