Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view.
In our discussion we cover:
Why listening matters to every business (and why we're not doing enough of It)
Retention Is more important than any other time In history of SaaS
We can't be forcing Interactions - It has to be valuable for both parties
Agendaless Listening - getting Insights for brand strategy and positioning
Most listening than talking - don't look to write down the answer on the clipboard
Role-playing can be effective for teams
Open-ended questions to ask:
"What's on your whiteboard now that wasn't there 30 days ago?"
"What did you talk about once I left the room?"
"If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"
"What's the first thing you'd ask a renowned expert In your field?"