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

<p>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.</p> <p>In this episode, I speak with <a href="https://www.linkedin.com/in/tonyabjurstrom/"><ins>Tonya Bjurstrom</ins></a>, Voice of the Customer and Founder at <a href="https://www.dirbysolutions.com/"><ins>Dirby</ins></a>, about elevating the experience of your customers by, well, asking them about it.</p> <p>Tonya and I talked about:</p> <ul><li>Why the voice of the customer touches every part of your organization</li> <li>What it means to cultivate curiosity about your own business</li> <li>Why customers often provide better feedback in conversations</li> <li>How KDIs (key desired insights) and KPIs overlap</li> <li>How to embrace the vulnerability of human conversation  </li> </ul> <p>Check out these resources we mentioned:</p> <ul><li><a href="https://dirbysolutions.com/"><ins>Dirby Solutions</ins></a></li> <li><a href="https://www.linkedin.com/in/tonyabjurstrom"><ins>Tonya Bjurstrom on LinkedIn</ins></a></li> <li><a href="https://www.linkedin.com/in/scoremoresales"><ins>Lori Richardson on LinkedIn</ins></a></li> <li><a href="https://www.chewy.com/"><ins>Chewy.com</ins></a>  </li> </ul> <p><em>Subscribe, listen, and rate/review the Customer Experience Podcast on </em><a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"><em><ins>Apple Podcasts</ins></em></a><em>, </em><a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em><ins>Spotify</ins></em></a><em>, </em><a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q"><em><ins>Google Play </ins></em></a><em>or </em><a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en"><em><ins>Google Podcasts</ins></em></a><em>, and find more episodes on our blog.</em></p>