Why do leaders hesitate to green-light customer interviews even when everyone agrees they matter? In this episode, we share a fast path to buy-in: lead with business outcomes, start with a small pilot, and turn qualitative insights into measurable ROI. Instead of pitching interviews as an activity, we frame them as a strategic move to reduce churn, fix onboarding friction, and prioritize work that grows loyalty and revenue.
Most importantly, we show how to speak leadership’s language — tying interviews to metrics like time-to-value, adoption, cancellations, and expansion revenue — and how to keep executives engaged with quick updates and short video clips that make customer emotion impossible to ignore. Clear ask, clear scope, clear outcomes. Then scale once the foundation is in place.
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Resources Mentioned:
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Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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