This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here.
Your customers are holding onto a beehive of valuable information. The only way to get it out of them is to engage, and the best way to do that is through conversation. At the Get Satisfaction party during the Dreamforce conference in San Francisco, I asked partygoers, “What’s the most unexpected benefit you received from a customer conversation?” Watch, and if you’re not experiencing the same yourself, you’re probably not talking to your customers enough. Contact them right now.