Customer and Employee Interviews

Most business owners will not benefit from formal customer surveys. Measuring facts such as product usage rates or degrees of customer satisfaction will not help them make decisions. Instead, the information that is valuable to our clients comes from soft questions about their experiences using certain products, and why they make the decisions they do.

We often conduct one-on-one interviews with our client's customers to find out what they are thinking. People open up to us. As an independent third party, people tend to speak candidly about their experiences with our clients and their competitors.

Common information we collect:

• Views on competitors' products and services

• Views on our client's products and services

• Industry trends

• Suggested improvements to product, service and relationship management

We also interview our client's employees. Insightful comments and practical ideas come from salespeople, customer service staff and warehouse staff.