184. Holding Curious Conversations to Hear the Voice of the Customer w/ Tonya Bjurstrom

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  


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