Inside Intercom Podcast

I was invited onto the Inside Intercom podcast to talk about customer interviews.

In today’s episode, I sat down with Michele to talk about all things customer interviews – how, when and who to interview; what to do with the results; and specific tactics to get the most out of it.

If you’re short on time, here are a few quick takeaways:

Using customer interviews across your business saves you the time and headache of building something people don’t want or highlighting features no one cares about.

Instead of focusing solely on customers who have churned, conduct interviews throughout the entire customer lifecycle.

If valuable customers are heavily using certain features, try to understand why so you can put more resources behind it and go after other organizations with similar needs.

You can find participants in your customer base or even on social networks, and having the chance to influence your roadmap may be enough incentive for them to accept the interview.

Your choice of words, tone of voice, and actions during the interview all work together and make the difference between getting a good, helpful result or not.

Liam geraghty
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Read the full post here.