The Customer Experience Podcast 184. Holding Curious Conversations to Hear the Voice of the Customer w/ Tonya Bjurstrom
Feb 15, 2022
49:39
Many organizations work hard to support their customers, but they don’t hold freeform, high-touch, one-on-one conversations with customers. Why? It makes everyone feel vulnerable.
In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.
Tonya and I talked about:
Why the voice of the customer touches every part of your organization
What it means to cultivate curiosity about your own business
Why customers often provide better feedback in conversations
How KDIs (key desired insights) and KPIs overlap
How to embrace the vulnerability of human conversation
Check out these resources we mentioned:
Dirby Solutions
Tonya Bjurstrom on LinkedIn
Lori Richardson on LinkedIn
Chewy.com
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.
Tonya and I talked about:
Why the voice of the customer touches every part of your organization
What it means to cultivate curiosity about your own business
Why customers often provide better feedback in conversations
How KDIs (key desired insights) and KPIs overlap
How to embrace the vulnerability of human conversation
Check out these resources we mentioned:
Dirby Solutions
Tonya Bjurstrom on LinkedIn
Lori Richardson on LinkedIn
Chewy.com
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.