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Customer Insights Workshop: Tools and Best Practices

You need to know your customers. But you can’t read their minds. So how do you learn more about the people you serve?

You can always ask them. (And you should.) You can also mine insights from your own team. A customer insights workshop is an engaging way to learn what there is to know about your customers from the people in your organization who work with them all the time—and rally your team around a customer-centric approach.

Just remember 3 keys to running a great customer insights workshop:

  1. Get the right people at the table: Make sure to include customer-facing teams from across the organization, as well as leadership and marketing teams.
  2. Set the right tone: Remember, your customers are people. Consider their emotional needs as well as their functional needs.
  3. Make the most of your time together: Focus on learning from different contributors, discussing key points, and gaining alignment around customer needs so you can re-infuse your organization with a customer-centric purpose.

In this post, we’ll dive deeper into best practices—as well as exercises and output—for running a great customer insights workshop.

Best Practices

1) Get the right people at the table.

The goal is to turn customer insights into a customer-centric strategy (whether that’s marketing, operations, or account planning), but that doesn’t mean you only need one group in the room. It’s critical to have people there who interact directly with customers all the time. This is especially true in large organizations, where operational silos tend to diminish the customer voice in certain circles. So ask yourself: Who interacts directly with customers? Key account managers (or client service leaders) are important participants, as are customer service/success teams if you have them.

2) Set the right tone.

Before you dive into “who are my customers and what do they want?,” it’s important to make sure you’re thinking about them not just as clients, but as human beings. Too often, we conflate professionalism with a loss of personhood—but your customers don’t check their humanity at the office door. So don’t just consider their functional needs; dive deeper into their emotional needs. For example, they will always need their B2B partners to deliver timely, accurate, value-added work. But what else? They probably also need to look good to their leadership and colleagues. They need to feel like somebody sympathizes with their day-to-day frustrations. In short, they need what all humans need: They need to feel heard, seen, valued, and successful.

3) Make the most of your time together.

The highest and best use of a workshop like this is two-fold: (a) to learn about your customers from the people who interact with them everyday; and (b) to re-invigorate disparate teams around a shared purpose: Customer centricity in everything you do. Make sure everyone has a chance to participate. Pursue and facilitate discussion. But don’t try to wordsmith now; let people know you can take the output and turn it into recommendations on the backend.

Tools

Here are a few ways to frame questions in order to get ideas flowing:

  • Day in the life: What does your customer’s day-to-day job look like? What are they responsible for? Who reports to them, and who is their boss? This is a great warm up since it tends to be pretty easy to answer.
  • Goals: What are they trying to achieve, both personally and professionally? What is their organization trying to achieve? How does their daily work life contribute to the bigger picture goals around them?
  • Gains and pains: When working with a B2B partner, what makes them look good? What makes their life easier? In contrast, what drives them nuts? What are the dealbreakers?
  • Value add: Once you’ve painted a portrait of your customer—their job, their goals, their gains and pains—ask yourself how you as an organization are set up to deliver on a customer-centric promise. How do you:
    • Save time, money, or effort?
    • Do something they’re looking for?
    • Help them sleep at night?
    • Fulfill their aspirations?

Output

Once you’ve completed the workshop, it’s time to turn your insights into action. What did you learn about your customers? How can you better address both their immediate functional needs and their long-term goals and aspirations?

The best way to upsell your customers is to proactively raise new ideas grounded in a comprehensive understanding of who they are. When your ideas are relevant and resonant, you create a platform to introduce innovation—and bigger deals.

Conclusion

We are strong advocates for regular VOC work, i.e checking directly with your customers to stay current on their needs, expectations, and satisfaction. But people don’t always vocalize their aspirations. They might not say out loud, “you need to make me look good to my colleagues.” So in addition to VOC work, mining customer insights from the people in your organization who know the customers best is a great way to unearth deeper needs, bigger strategic goals, and hidden pain points. Armed with this insight, you can make an action plan to grow the business in a truly customer-centric way. To see how Kapta can add structure and support to this process, schedule a personal demo today.

Asking the Right Questions of Your Customers

Getting Your Voice of Customer (VOC) Right

Key Account customers don’t want to fill out periodic VOC or NPS surveys full of the same generic questions. They also don’t want to waste time doing Net Promoter Surveys (NPS). In general, your Key Accounts are probably not motivated or incentivized to give you great information through impersonal surveys that you distribute every few months. So, if you want to get your Voice of Customer (VOC) right, how do you do it?

You need a game plan before you approach Key Accounts to see how they feel about your company. You need to understand your own goals, how you think your customers consider your business currently, what you’re going to ask them to get good information, and what you’ll do to interpret the information they provide. All of these steps are important to getting accurate VOC data to use in improving your business.

 

What Results Do You Want to See?

Ultimately, your goal is to make your customer look like the hero. If you can accomplish this by working together, you can encourage that customer to stick with you for the long-run. To get to this ideal result, you need to make sure your product or service is getting the outcomes your customers want. Keep in mind that outcomes are not the same thing as solutions to problems because those solutions do not always lead your customers to improve their business.

Your job is not to solve your customers’ problems, but to help them achieve their desired goals and outcomes as a business. You can only do this if you truly understand your customers and what makes them tick. If you don’t know what their real goals and motivations are, you won’t be able to work together with those customers to get the best results for both of you. This is the purpose behind the VOC and why it’s so important to get it right!

 

How to Choose the Right Questions

You should absolutely have a pre-prepared list of questions you want to ask your Key Account customers. While I wouldn’t recommend you send it to them in survey form, it’s a good idea to come knowing what you’re going to be asking so you can make sure you’re covering all the important information without leaving anything out.

Here are some of the things to consider to help you choose the right questions:

  1. Don’t Ask Leading Questions

Leading questions are those that point the customer towards a specific answer instead of letting them choose their own words. They may also contain some form of the answer within the question, which leads the customer to an answer they would not have said otherwise. These types of questions usually lead to false or slanted information being gathered, which will ultimately harm both you and the customer.

  1. Uncover Your Customer’s Goals

Be sure to focus heavily on discovering what your customer’s goals are when you’re formulating questions. You can directly ask them what their goals are, ask how your products or services help them reach their business goals, ask about methods for attaining goals, etc. It is vital that you make sure you accurately record Key Account customer goals to ensure you’re providing the right service to help them reach those goals.

  1. Understand What You Need to Know

Your specific industry or business may require you to get some different information than others would need. Look first at your own business to see how customer input would be able to affect how you do business. Once you know how your customers can affect you specifically, you have a better base to develop more individualized questions and follow-ups.

  1. Make it Personal

I already mentioned VOC and NPS surveys. These may be the best option if you have a lot of clients, but they’re a bad idea for Key Account customers. The problem is that Key Accounts are already working closely with so many different contacts and people in your company, and they are expecting a higher level of service.

With this kind of close work and reliance, impersonal questions may not get the thorough and accurate responses you need. If something is even a little bit wrong, you want to know ahead of time. Asking customers to check boxes may not give you the feedback to help you make necessary changes in time for adjusting customer opinions of your company.

  1. Keep Questions Direct

Open-ended and close-ended questions are both fine, as long as they’re all getting straight to the point and not beating around the bush. Direct questions help you get actionable information instead of giving you a mess of unspecific data that you have to try to interpret correctly.

  1. Ask How Your Product or Service is Helping Customers Meet Goals

Remember that helping your customers reach their goals is the purpose of your strategic partnership. So, you need to know if you’re accomplishing that, what you’re doing that’s increasing their success, and how you could do better for your customers.

  1. Confirm or Transform Current Information

You should already have a VOC profile for each Key Account. Compare the answers and results from the new interview to your current VOC to see if you hit the nail right on the head or if you need to update your information to reflect new changes in your relationship with the customer.

  1. Reference Other Sources of Customer Comments

Don’t count solely on the VOC interview for answers if you have other ways of getting more information. Data analytics on previous comments made by customers can help you be sure you’re on the same page as them and that the answers given during the interview were not slanted one way or another.

 

Examples of Great VOC Questions

Some VOC questions are easily adaptable to most industries and companies. Here are a few great example questions that can easily be molded to your specific needs:

  • How does our product (or service) help you meet your business goals? (Ask about specific goals if you know them)
  • What kind of situation would make our product (or service) obsolete to your business?
  • How is your company adapting to [industry change]? Will that change affect your goals or strategies?

Questions like these are direct and useful. They help to keep the customer’s goals and needs at the center of the VOC interview, leading you to better information at the end.

 

It’s vital that you get VOC right as a Key Account Manager. Because your job revolves around creating strong partnerships with your company’s most important customers, you can use the information you get to craft better retention strategies and to become irreplaceable to those Key Account customers. But, you can only do this if you’re asking the right questions in the first place.

3 Key Questions for Voice of Customer Surveys in Key Account Management

As you might have seen from my previous posts, I’m a fervent believer in the power of Voice of Customer surveys, particularly for Key Account Management.

When I talk with customers and prospects about the power of Voice of Customer analysis, I always mention three critical questions that VOC tries to answer:

  1. Risks: What risks are out there that might disrupt our business relationship? Competitors that are also pitching our client? New team players with whom we don’t have a relationship? New ideas in the market that could compress our margins?
  2. Opportunities: What can we learn that will allow us to identify new business opportunities within the client? For example, are they expanding or buying another company? Can we sell our product/service to a new division or team? Can we sell a new product to our existing sponsor/user?
  3. Alignment:How well aligned are we with our customer? Does our vision match their needs (both today and tomorrow)? Is there good strategic fit between our companies?

Remember, VOC is all about listening and deeply understanding your customer. So make sure to ask great questions. VOC is a fantastic tool for Account Managers who want to stop being “just another vendor” and start being a true strategic partner for their customers.

Ready to get started with VOC? My advice is to jump straight in!

What else? How do you use VOC in your company?

How VOC Differs from Customer Satisfaction Surveys

Some people confuse Voice of Customer (VOC) with customer satisfaction surveys. These are actually two very different aspects of customer opinion. VOC is a more forward-thinking approach to gathering data, assessing the customer expectations which will in turn impact customer satisfaction down the line. Both are important and provide valuable data. Here, we will examine VOC vs. customer satisfaction at greater length.

Customer data collection can be placed into two categories: proactive and reactive.

Proactive

This is about discovering expectations before the product or service is delivered. Understanding the customer’s needs before delivery can avoid customer satisfaction problems in the future. Common methods for proactively gathering VOC include sending out surveys to your potential customer base and directly interviewing customers and associates to personally ascertain their views.

Reactive

Although the proactive approach is a highly effective means of gathering information, this doesn’t mean there is no value in pursuing reactive sources. Collecting reactive data may be quite simple. Your organization likely already has a vast amount of it, from online feedback to social media opinions and review sites. Many businesses, brands, and service providers are leveraging their Yelp reviews or utilizing Angie’s List to gain exposure and positive feedback. And, of course, you always have the option of sending a survey right after making a sale or performing a service.

Is Voice of Customer really that important?

Yes!

Most business owners understand the concept of customer satisfaction. Simply put, this is a matter of gauging how satisfied your customers are with your product or service. This is important data to collect and especially crucial for predicting future sales and customer loyalty. However, VOC may be even more critical because its proactive approach aims to identify and avoid risk, rather than always strategizing in hindsight.

Perhaps you have spent a lot of time and effort creating a product or service, only to find it is not what the customer needed. This kind of waste is not only disconcerting, but it can also be devastating to a business.

Many businesses believe they understand what their customers need; very few take the time to inquire and verify. Soliciting Voice of Customer is significant because without your customers, you’ve got no business. The best way to achieve higher customer satisfaction is to ensure you’re giving the clients what they need from the outset. To really comprehend and clarify what it is they want, you need to ask. You must reach out to providers, clients, associates, and customers to make certain you are hearing what is vital to them. In turn, happy customers are more likely to give you repeat business and may even help market your services and products.

Your customers’ needs and desires are constantly changing. When you gather VOC, you are collecting the expectations of the customers as stated by them in their own words, so you can stay ahead of the curve.

Why both?

You need to look forward (to see where you are going) and look back (for feedback).

Both VOC and customer satisfaction data are crucial to a business. These metrics provide immensely valuable information to assist marketers and business owners. “Know your customer” means more than simply having a feel for your target demographic. To truly know your customers, you must understand their specific needs and desires. You can save your business significant time and money by learning what your clients expect before you go about developing and providing your product or service. And this should be an ongoing process; it is important to continuously seek up-to-date information about your customers’ evolving needs.

When it comes to data collection, it is optimal to gather both VOC and customer satisfaction information. Gathering relevant VOC data can significantly increase your customer satisfaction rates, and evaluating customer satisfaction can help ensure that you hit the target you were aiming for. This will create the most comprehensive and useful data strategy for your business.