In today’s episode, Steli and Hiten talk about generating customer insights. Customer feedback is what you need to be able to build a better product and adjust for the objections that you get from customers—both those who have purchased from you and those who have not. Steli shares the different ways you can get customer feedback and identifies how to get the MOST value from these interactions. Hiten also gives you advice on how you can get your departments interacting with clients to better your product and processes.
Time Stamped Show Notes:
00:05 – Today’s episode is about generating customer insights
00:33 – The goal is to generate insights that will help you respond to your customers better and earn their loyalty
01:03 – Steli held the first customer meet-up for Close.io in New York
02:12 – Hiten says customers are inundated with similar products, every single day
03:05 – Feedback is important in developing your product
04:01 – A landing page can help get you feedback, but the data you receive is limited
04:48 – Emails might produce more information, but it does not scale
05:12 – Phone conversations will give you more quality and information
05:41 – Person to person will produce the most information
06:32 – There is a tendency for companies to NOT visit customers as this takes too much time
07:34 – Steli shares that he feels reluctant to meet with customers, but after meeting them, he is grateful for doing it
08:27 – Hiten says customers are not just those who have already bought from you, it includes everyone else who hasn’t
09:20 – You should build customer outreach into your schedule
09:45 – If you have Twitter, use it—it’s an easy way to get answers by asking questions
10:15 – Initiate polls and pull customers into a conversation
10:41 – Steli says a recipe for success is to fall in love with your customer
11:08 – The best way to earn a customer is to invest in them, first
12:06 – The type of people that really matter in your business are your customers
13:45 – Steli’s top priority right now is to connect the growing team to their customers
14:25 – Hiten’s suggestion is to do it by department and make sure that customer relations is integrated in all the processes
15:15 – Hiten tells their customers to be open about what they don’t like about the product
15:42 – The team should develop a thick skin, as they will hear negative feedback
16:38 – Critical feedback is not easily given by customers
17:20 – Critical feedback is where you can get the most insight, especially in product development
18:14 – In sales, the postmortem is important in understanding why the customers said “no”
18:31 – Marketing is the hardest to get customer feedback
19:48 – When interacting with customers, it’s not about the positive things they are saying
20:14 – When customers give feedback, it’s NOT about getting a sale—if you start talking, you lose the chance to listen and understand the customer better
21:20 – Ask follow up questions, dig deeper, and care about the person giving the feedback
22:28 – The right mindframe is important when interacting with customers
22:40 – Go to iTunes and give us a review and rating
23:05 – End of today’s episode
3 Key Points:
Make sure that customer relations are built into your schedule.
When receiving feedback, you need a thick skin as you’ll be hearing negative comments.
Customer feedback is NOT about making a sale, it’s about taking the time to LISTEN to your customers.
Steli: Hey everyone, this is Steli Efti.
Hiten: And this is Hiten Shah.
Steli: In today's episode of The Startup Chat, we're going to talk about sheer ways that you and your team can get closer to you...
Key points in this episode
In this episode
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