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

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.In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.Tonya and I talked about:Why the voice of the customer touches every part of your organizationWhat it means to cultivate curiosity about your own businessWhy customers often provide better feedback in conversationsHow KDIs (key desired insights) and KPIs overlapHow to embrace the vulnerability of human conversation  Check out these resources we mentioned:Dirby SolutionsTonya Bjurstrom on LinkedInLori Richardson on LinkedInChewy.com  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.