If possible, go one step further and interview the client's core customers.
Once you've held a few interviews with the customer, start thinking like a partner.
From these interviews we get the customer's needs which will be structured and ordered in a hierarchy that will help us to set the priorities, concluding with the design requirements and the basic features that the robot must have.
Worse, she was interviewing to oversee the customer service department, and the team she'd set up would follow her lead in how she dealt with problems.
In the interview, the most famous customer service representative in the world also offered simple tips to government officials -- or anyone faced with helping customers, consumers or clients online, for that matter.
In trying to accept Steve's perspective, I surmise that perhaps the customer interview process is not a theoretical feedback survey or focus group, but in fact, it is as dirty as direct sales.
But this was not borne out by the customer interviews.
Importance of this is one of the topics planned to be investigated with the customer interviews and questionnaires.
When we asked the planners how they set about getting information about what users want, they described how they combine different methods: results from CSI are combined with focus group interviews, officially registered correspondence, the customer database Kundskap, discussions with user organizations, conversations with the public, and so on.
Company A should have told the consultant that all of the information he obtained from the customer interviews was confidential, and subject to the consultant's NDA, except for the specific case studies that were approved for the trade show marketing collateral.
