Question Your Customers
REWORK
Ever filled out a customer survey? For this conversation, Jason Fried and David Heinemeier Hansson, co-founders of 37signals, share their approach to gathering customer feedback. They discuss the timing and frequency of feedback requests, the power of open-ended questions, and how to transform customer language into effective marketing.
Key Takeaways:
- 00:37 - A single open-ended question can reveal a wealth of valuable insights
- 05:51 - Listen for the language customers use in their feedback for possible marketing opportunities
- 08:42 - Form questions and answer fields that allow customers to use their own words to express what they think
- 14:18 - Focus on organic feedback rather than quantitative metrics
Links and Resources:
Customer feedback on basecamp.com
Activity