Listen To Customers. Here's How.

Listening to customers 👥 is a valuable activity that teams outside of sales and ops often miss. Even if you do regular CSAT or NPS, speaking to customers, the old fashioned way, gives you insights.

How do you make sure that you get real insight out of this exercise?

1.❓Frame a set of relevant questions with a goal in mind.
2. 🗣 Keep it conversational and use the questions more as a discussion guide.
3. 👂Active listening instead of note taking works better if you have permission to record the conversation.
4. 📝 Summarise each interview in a structured output framework.
5. 📑 Validate emerging themes.
6. 🔢 Prioritise themes based on impact on business, product cycle, time to market etc.
7. 📆 Create a roadmap and measurable KPIs for each one.
8. 🔂 Implement, track results and get feedback from customers.

This does not mean that data does not give you answers, nor that you make an action plan based on a data set of one. But quality interviews give you a picture of a real person with real challenges.

Behind all the data in dashboards and excel sheets is a real customer. Put yourself in their shoes. 👟