The voice of the customer provides powerful insight for messaging and content development. Learn how to conduct productive customer interviews.
Morgan Norris, TREW Marketing Brand and Content Strategist, knows when she has nailed a customer interview, and the impact it can have on a company's messaging. She uses data from interviews to inform persona development, reinforce or debunk company differentiators, and uncover surprises (good and bad) touching everything from product quality to operational execution. In addition to customers themselves, Morgan often interviews other stakeholders such as board members, investors, sales, and the occasional past prospect or customer who didn't have the best experience.
During the episode Morgan walks us through her process of preparing and conducting customer interviews, which she holds via phone and lasts about 20-30 minutes. Being aware that every minute counts, she goes into an interview prepared, but also leaves room for flexibility as the interview progresses. Morgan finds that customers are more likely to speak with candor to her (as a 3rd party) than with someone working for the company.
Once her interviews are complete, she identifies key themes and word choices, pulling out quotes to bring the customer's voice directly to the executive team. She also brings in those surprise findings for discussion.
Morgan strongly encourages companies to not skip the customer interview step when working on key messaging or persona development. There are always surprises and helpful data for prioritization.
Wendy Covey is a CEO, a technical marketing leader, author of Content Marketing, Engineered, one of The Wall Street Journal’s 10 Most Innovative Entrepreneurs in America, and she holds a Texas fishing record. She resides in a small Hill Country town southwest of Austin, Texas, where she enjoys outdoor adventures with her family.
TREW Marketing is a strategy-first content marketing agency serving B2B companies that target highly technical buyers. With deep experience in the design, embedded, measurement and automation, and software industries, TREW Marketing provides branding, marketing strategy, content development, and digital marketing services to help customers efficiently and effectively achieve business goals.