In 1988’s Big, Tom Hanks brought the perspective of a 13-year-old boy, Josh, into the toy design world. It’s a jarring experience for the seasoned executive, Paul, played by John Heard. Despite all the data Paul presented in this meeting demonstrating the potential of his skyscraper bot, Josh brought a different data point – the real voice of the customer. Josh knew kids and how they thought, not just because he was one, but because he talked with them all day long.
That same kind of insight exists in so many organizations, but just like in Big, it’s ignored by the people developing products. It exists within the Support Team who is having conversations with customers all day long. Sarah Caminiti is the VP of Customer Success at DNSimple and an advocate for Support Teams having a seat at the Product Development table.
We discuss:
- The importance of Support’s Voice in Product Development
- Why surveys shouldn’t be the only source of customer insights
- Overcoming barriers to Support Team involvement
- Fostering open lines of communication
- Creating a culture of communication
- 2 Support Lessons learned from hospitality
Connect with Sarah on LinkedIn
Music courtesy of Big Red Horse
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