Customer Research

“When you delegate such an important thing as customer research and collecting their feedback to someone, you will get refined the filtered version. You won't get this, you know, like these nuances of how people describe things, which emotions they feel like, a…”

“When you go into the research with the customer, you don't try to sell them. You try to see if they are experiencing pain points. And it becomes very hard when you're in and they say even something a little bit in the direction of what you hope they would say …”

“If you look at the impact of customer research, you can see 10 X of an increase year over year. Sorry if that's not showing up appropriately there. That is a 10 X, not an I. An increase in customer satisfaction or NPS. A 20% increase in upsell and cross sell r…”

“65% of marketers admit to not actually conducting customer research on an ongoing basis.”

“The biggest misconception about customer research is like, I have to listen to them. You don't have to listen to them at all. You just have to understand where they are. And then you're filtering all of that with all this other data. And then you're making a d…”

“The, I guess, rule of thumb that guides all of these is when you're trying to figure out what experiencing your product was like for a customer, the goal is to get out of their way. We all have the like curse of knowledge about our own products, right? We know…”

“When you're doing customer research, you are not making decisions based on what your customer says. That's not your job. Your job is to get the information, understand where they are, almost being a prosecuting attorney, and then filtering that information and…”

“So the conversion focused deep dive customer research stuff takes a long time, hence the three month retainer minimum. You just can't really do, do enough research to do it justice with any time less than that.”