Episode Summary:
In this insightful episode, we engage with marketing expert Dave Loomis in a deep dive into his new customer feedback framework called "Customer Outsights". We talk about the importance and implementation of Voice of Customer (VOC) research, overcoming common industry challenges, and a new perspective on customer insights.
Key Topics Discussed:
- Understanding Voice of Customer (VOC): Dave Loomis explains the concept of VOC and its significance beyond traditional customer satisfaction metrics.
- Challenges in Customer Research: Discussion on why sales teams may not be the best fit for conducting effective VOC research.
- Introducing the 'Customer Outsights' Framework: CDave Loomis introduces a new approach to understanding customer needs and perspectives.
- Modern Customer Expectations: Exploration of the evolving landscape of customer expectations and how businesses can adapt.
- Practical Tips for Implementing VOC: Strategies for companies of all sizes to start integrating VOC into their operations.
Notable Quotes:
- "Voice of Customer is any kind of purposeful conversation with a customer that has an objective that is at least partially open-ended." - Dave Loomis
- "Sales teams are hardwired to sell... that skill set is not the same as sitting in front of a customer and asking open-ended questions about unmet needs." - Dave Loomis
- "The moment that someone provides customers with the experience that they were expecting, they're going to stop settling with you." - Selim Maalouf