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In-Depth Customer Interviews

You know the old saying . . . “Can’t see the forest through the trees.”

Sometimes all it takes to spark an epiphany is to engage a third party to elicit insights that are hard to obtain through familiar business relationships and conversations.

Customer Success teams engage us to conduct objective one-on-one conversations with their customers, prospects, and/or former customers. The objective is to get deep and meaningful insights that will help expand and retain key customer relationships. Through in-depth customer interviews, your organization can: 

  • Uncover barriers and blind spots
  • Exhibit your commitment to your customers’ success
  • Identify future opportunities for improvement
  • Reduce future customer churn
We guarantee that these customer interviews will spark epiphanies for your team that will help elevate and secure your relationships with your strategic accounts.
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Frequently Asked Questions

The value of having a third party perform a deep dive interview with your existing customers, former customers, and/or prospects is not to be underestimated. Oftentimes we find that our clients are just too close to the action to be able to look at things objectively. An In-depth Interview performed by a Congruity Customer Engagement Specialist is a guaranteed way to uncover issues that can lead to game-changing insights into how you are doing business.
Depending upon the challenge you are working to resolve, whether it be retention, expansion, or attraction, participants are selected based on what information they may be able to provide to assist. For example, our clients looking to curb churn ask us to interview customers who have recently left. We dig in to get to the root cause for their defection, which is oftentimes not discovered during the exiting process.
The best approach when initiating an In-depth Interview initiative is to determine the key challenge you are trying to solve and then working with Congruity, design interview questions in a way that will solicit open-ended responses. Our goal is to have a roadmap for where we want to take the conversation, but leaving ample opportunity to discover insights that may come out of left field.
Once the key objectives have been determined and the conversation roadmap is confirmed, your team can rest easy knowing the Congruity will conduct and report back on the interviews. This is a relatively light lift for the internal team.
Oftentimes you just don’t know what you don’t know, and you’re too close to the action to figure it out. By having a neutral third party like Congruity on your side to dig into the root cause of problems with retention, expansion, and attraction, you gain much needed insights that will illuminate blind spots and create opportunities for resolution.