Whiteboard Wednesday: Good and Bad Examples of Customer Interviews

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Turns out, there is such a thing as a stupid question.

How many times have you sent out a survey with answers like “1-3 times a week, 4-7 times a week, 8+ times a week?”

Or what about used the question “Would you use a product that solves [insert your problem here]?”

Sorry to break it to you, but these are stupid questions.

But luckily, not all stupid questions have to be stupid forever! We can make them better, faster, stronger. Well… we can at least make them better.

So take 6 minutes and 57 seconds to watch Zac and Kav talk about bad customer interview questions (and why they’re bad) and what good versions look like.

Have you made any of these mistakes before? Did any of these techniques help you clean up your questions? Let us know in the comments below.

To download the accompanying handout for this video, check out https://www.liffft.com/documents/CustDev-Interviews.pdf

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Whiteboard Wednesday: Techniques for Getting Customer Stories

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If I had asked people what they wanted, they’d have said a faster horse. -Henry Ford

What people don’t realize is that Henry Ford wouldn’t have stopped there. Next, he’d have asked “Why?”

When creating a new product, misunderstanding your customer and their needs can break your business – and the bank. Talking to your customers is the best way to ensure you’re hitting the mark, but how do you do this effectively?

Wanting faster horses is a statement about a problem — to understand the problem, you need the significance behind the statement. So how do you move beyond yes or no questions and shallow responses? How do you hear about your customers real problems?

Stories are best for this, but getting your customer to tell you them can be tricky.

Today, Kav covers a few best practices for drawing meaningful stories out of people.

The Rules:
1) “Tell me about the last time…”
2) “Yes, and…”
3) The 5 Why’s.
4) “Tell me more about that.”
5) “What do you mean by…”
6) How are you dealing with the problem now?
7) Silence is golden.

To download the accompanying handout for this video, check out https://www.liffft.com/documents/CustDev-Interviews.pdf

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Whiteboard Wednesday: The Rules for Customer Interviews

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Talking to your customers is the bread and butter of customer development. The knowledge you gain from these conversations should be the basis for every decision you make about your product. But there are some common traps that are easy to fall into during these interviews.

Today, Zac is going to explore The Rules for Customer Interviews. Break them at your own risk!

The Rules:

1) No pitching.
2) No “ice cream questions”
3) Pull, don’t push.
4) “N of 1” is not proof.
5) Past behavior is the best predictor of future behavior.
6) Ideal self vs Actual self
7) Stories are better than statements

Download the accompanying handout for this video.