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 organizationWhat it means to cultivate curiosity about your own businessWhy customers often provide better feedback in conversationsHow KDIs (key desired insights) and KPIs overlapHow to embrace the vulnerability of human conversation  Check out these resources we mentioned:Dirby SolutionsTonya Bjurstrom on LinkedInLori Richardson on LinkedInChewy.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.

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.