💡Deciphering Digital back to demystify customer experience research techniques! In this clip, we decode exactly how to interview customers to uncover friction points and opportunities.
📝 First, develop an outline of potential questions based on business goals, pain points, and ideal outcomes. This preparation gives guidance for a productive 60+ minute discussion.
🧑🤝🧑 Next, ensure complete comfort for authentic perspectives. Customers need to openly share their truths without fear or hesitation and be sure to record their answers. This is where many CX research efforts fail and it is often helpful to use someone that is good at making people comfortable and that the person is a good listener to dive into the comments for even more perspective.
📈 Finally, listen closely to identify actionable improvements that better meet expectations. Ask follow-ups to uncover deeper insights as well. The learnings can profoundly improve retention and acquisition.
For even more savvy tips on mapping the customer journey for max ROI, head to DecipheringDigital.com! And don't forget to smash that subscribe button to keep the marketing wisdom flowing!
