AIM Archives - Tag: customer interview

“What’s not going to change in the next 10 years?”

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Jeff Bezos believes this is a more important question than “What’s going to change in the next 10 years?” In the world of new product development, we find that customer outcomes—desired end results—tend to be more stable over time than supplier solutions. So instead of validating your solutions during customer interviews, seek to uncover and understand the most important, unmet customer outcomes. Then pursue these stable targets with your solutions.

More in video, New Product Blueprinting—the Future of B2B Innovation

If your new product isn’t easily findable, it could be “game over”

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Research shows that it’s often “game over” for your product if a competitor’s product has a better Google search ranking. The key is good search engine optimization (SEO), and the key to that is predicting which keywords your prospects will search for. Here’s a tip: In your front-end voice-of-customer interviews, capture customers’ comments verbatim. Then use their language—which is unlikely to change—in your SEO strategy.

More in article, B2B Product Launch: How to get it right

Seek more from your B2B customer interviews.

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What else is there besides hearing customers’ needs? Impress them so they’ll want to do business with you. Incorporate your insights into a value calculator to optimize pricing. Use their precise interview language on your website to improve SEO. Uncover unspoken needs in a post-interview customer tour. Understand their next best alternative. Never stop learning.

More in article, You Already Answered 4 Questions, but… Correctly?

The greatest danger in customer interviews is hearing what you want to hear.

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Your new product development should start where it ends: with the customer. When you take your “pride and joy” hypothesis to customers and ask their opinion, two bad things can happen: 1) They tell you what they think you want to hear. 2) You hear what you want to hear. Start by uncovering their needs, not testing your pre-conceived notions.

More in article, Give your Hypothesis the “Silent Treatment (Originally published in B2B Organic Growth).

The best way to hear (the customer) is often to see.

113 Projecting Interview Notes

One of our best innovations started as an experiment. In 2004 I projected my notes during a customer interview. The customer loved it, the meeting went far longer than expected, and we haven’t looked back since. Sure, customers can correct your notes this way, but our biggest discovery was that customers own what they create and can see.

Read more in the article, The Best Customer Interviews Use a Digital Projector (Originally published in B2B Organic Growth newsletter).

Overwhelm your competitors by turning a trickle of customer feedback into a torrent.

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Some companies rely on a handful of internal VOC (voice-of-customer) experts to interview customers. You’ll do far better if you train a critical mass of employees—who routinely interact with customers anyway—to gather customer needs. Keep your VOC experts as coaches and trainers, but implement “VOC for the masses.”

More in executive briefing, Seven Mistakes that Stunt Organic Growth

All great VOC interviews are alike; every unhappy interview is unhappy in its own way.

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With apologies to Tolstoy’s Anna Karenina… all great voice-of-customer interviews are alike in the same way: The customer is talking during most of the interview. And they are talking about those outcomes (desired end results) they want to talk about. Anything else is clutter, much of which leads to unhappiness.

More in article, The Missing Objective in B2B VOC (Originally published in B2B Organic Growth Newsletter)