Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, Dr. Joseph Michelli outlines the concept of "customer shadowing" – a method where business leaders observe how customers interact with their products or services in real-time. By supplementing what customers report in surveys with real behavioral observation, leaders can uncover unseen pain points, preferences, and potential areas of opportunity.

This method isn't limited to just B2B or B2C sectors; Dr. Michelli's team has shadowed insurance agents and jewelry buyers alike. In this episode, he offers a roadmap on how to approach shadowing, emphasizing the role of permissions, making astute observations, asking probing questions, and analyzing findings for actionable insights. Through a tangible example of a SaaS company's billing process, he demonstrates the real-world impact of shadowing. By focusing on proactive customer understanding, businesses can foster stronger client relationships, stay competitive, and prioritize retention.

For those invested in refining their customer experiences, customer shadowing can offer profound insights.

Listeners can obtain a detailed infographic based on this episode from Joseph's website. Additionally, those wanting guidance on naturally observing their customers can reach out to him directly.

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