Becoming Customer Focused – Learning to Listen
summary
Workshop gives concrete interview rules and rapid experiments: play a 90‑second game (ask about someone’s last holiday) to surface goals, pains and problem‑solving behaviours; hold silence for ~10 seconds; aim for a 70/30 talk ratio; always pivot to the past with open, experience‑based questions and follow up with “why.” Uses The Mom Test logic, note‑taking and structured three‑part interviews. Claims include getting usable insight in minutes, doubling customers for a 50‑person SME in three months and cutting churn from 90% to 60% in 14 days.
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chapters (8)
- 0:00Start
- 4:45What To Listen for
- 11:07Everyone Is Lying to You
- 14:36Generics
- 19:18Leading Questions
- 26:49Best Practices
- 27:06Most Powerful Question You Can Ever Ask
- 32:32Summary
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