In this short interview, Bob London commends the interviewee’s enlightened approach to gathering deep customer insights, emphasizing that such practices benefit both customers and vendors. The conversation highlights how listening to clients can uncover accidental or new revenue opportunities and strengthen brand loyalty. A concrete example is shared: a client sent a thank‑you email after being interviewed, expressing that feeling heard made him love the company more and reinforced the value of the research process. Bob and the interviewee reflect on the importance of understanding the customer perspective rather than merely promoting the product, and they encourage other companies to adopt similar listening‑focused strategies.
Chapters
My comment, having heard you talk about this even more than we've talked before, is that I think you just have a really enlightened approach that I, I hope more companies will adopt and listen to. I mean, I think that's, that's what I'm trying to accomplish with these videos is when I find someone who's committed to getting more information out of customers that's important to customers, that's then important to us as vendors, I just really like to shine a light on that because I think it's so important and I think companies benefit from it. You yourself said that there may be some new revenue opportunities, unintentional revenue coming, accidental revenue coming out of this process, which I'm thrilled to hear about. Just to close out, so is there anything we didn't talk about that you want to share additionally or any words of advice for folks in your situation?
Yeah, the one thing that was really nice feedback that we got, so you interviewed one of our, you know, one of our nice clients And he sent a follow-up email to me after you interviewed him. I just sent him a nice thank you email saying, thank you for participating in this process with us. You know, we're, we want to do better and listen to clients. And he was thrilled and just said, it just makes, basically he loves us even more knowing that we are spending this money and time to invest in getting to know our clients. And I, Thought that was just very telling that he provided that feedback and it meant a lot to him and just once again resonated that he was in the right place and working with the right people. So I thought, I think that would be nice to know.
I love hearing that and I've heard that before. And now that I think about it, I remember that call and I remember him saying it. I said to him the same thing, is there anything else we didn't cover? Anything else you want to add? And he said, no, but this is really good. I said, what do you mean? He said, because Essentially, it's that he felt listened to and being connected to the company. And not a lot of companies do this. And if you're a customer, if you're a vendor selling something, it's, as you said, it's very easy to get hung up on, let's tell them, if we just tell them how great we are, that's our job. No, you have to understand their perspective. So I'm glad that this conversation that I had with him that we used as a demonstration in the training I'm glad it had that kind of ancillary benefit that made him feel connected and listened to. And he— it's sort of for your brand, you know, for the company's brand. It was a good thing. This has been a delight. I can't tell you how wonderful it was for you to share all this for me. I will look forward to hearing updates, as you know, occasionally from you. I'll check in with you, but I'm glad to hear that. Sounds like you guys are doing great things, getting good insights, and it was really fun working with you. So thank you.
