Nicky Parker: Listening Your Way to Higher Profits, Improved Retention and Expansion

In this episode, Nicky Parker immerses us in the world of customer interviews, unveiling their significance for executives seeking genuine insights. Beyond relying on metrics like Net Promoter Score, Nicky emphasises the need for structured conversations, cautioning against the limitations of digital surveys that often capture only extreme sentiments.

Discovering the real meaning behind customer data is an art, and Nicky underscores the transformative power of third-party agencies in turning disgruntled customers into raving fans. Third-party involvement takes emotion out of the equation and fosters objective discussions, ensuring a more nuanced understanding.

For those opting to conduct interviews themselves, Nicky advises keen observation for unspoken cues, highlighting the importance of what customers don't say.

Buyer and customer interviews have the potential to break down internal barriers and unveil unexpected product uses, providing invaluable insights for business growth.

Nicky advocates letting customers take the lead in conversations. Post interview, sharing findings becomes a crucial step, making customers feel heard and valued.

Offboarding interviews are a key opportunity for learning and improvement.

Customer understanding, Nicky asserts, is a collective responsibility, urging board members to take an active role. True customer-centric success involves empathy, walking in your customer’s shoes to really understand their struggles.  Nicky explains how focus groups can really help refine your message.

The episode concludes with a thought-provoking question.

 

Nicky can be contacted at LinkedIn

or via email: info@bangconsulting.co.uk

 

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