customer feedback

Customers Are Talking: Some Good Terms to Describe Business Narrative Bork

by: John Caddell

A couple of recent blog posts have featured useful discussions of key elements of business narrative work.

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The Art of the Customer Interview

by: John Caddell

I’ve done a lot of customer interviews in the past couple of years, and have learned a fair amount about what works and what doesn’t. You want to create an environment where the customer feels safe and free to share his/her actual experiences, and engaged enough to explore her memories without being distracted. Some tips:

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Customers Are Talking: the Weird, Alchemic Process of Distilling Insight from Stories

by: John Caddell

Book clubs are big these days. A group of folks read the same book, then get together and discuss it, accompanied by refreshments (often of the wine & cheese variety).

Besides the social aspects of the book club, there’s something powerful about a group of different people, who’ve read the same story, discussing and deciding what it’s about.

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Using Values: Connecting Deeply with Customers

by: John Caddell

(This is another in a series of posts about gathering & using customer stories via social media. Prior posts are listed at the bottom of this post.)

Last post I talked about using emergent constructs to determine customer values related to a company’s product or service. Values are things customers find value in, don’t find value in, or find negative value in (that is, they buy & use in spite of a characteristic).

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Dealing with What Customers Tell You Online

by: John Caddell

Earlier this week, I posted on ways businesses can monitor what’s being said about them in various social media outlets. Perhaps in a challenge to myself, I promised a follow-up dealing with what businesses can do with this information. Finally, egged on by Amber and David from Radian6, here it is.

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Are 200 Customer Stories More Useful than 2,000,000 data Points?

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Customers Are Talking - Opening Your Company up for Customer Dialogue

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For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (part 2)

by: John Caddell

Part 1 of this series can be found here.

Recapping from yesterday: companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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User Reviews of All Types Benefit Product Sales

by: John Caddell

The Economist, in its “Technology Quarterly” section this week, discusses the value of user comments, and makes some interesting points, this one in particular:

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For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (Part 1)

by: John Caddell

I touched on this topic six months ago, but I think it’s worthy of some amplification.

Companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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