Talk to your loyal customers from @shwinnabegobrand

Video format

Speaker address

Video outline

1. State importance
2. Share personal process
3. Ask key question
4. Reflect feedback

Narrative framework

Customer Feedback Loop

Narrative framework logic

Talking to loyal customers provides valuable insights that can be used to improve messaging and product development.

Transcript excerpt

I think this is the most important thing you can be doing if you run a rank. That is talking to your customers. This is very obvious rank common wisdom, but not enough brand founders do this. So here's exactly what I've been doing. I run this brand called Oklahoma Smokes. It's a nicotine and tobacco free cigarette alternative. We've been around for a couple of years now. Found our top 100 customers. I emailed all of them. I said, would you be willing to get on the phone? 30 of them said yes. So I called them, and the goal of the conversation is to find out why they buy the product, what they like about it, what they dislike about it. What is fascinating out of this experience is that the use cases people have for the product can be very different than the use cases that we communicate. One of my favorite questions to ask them is, say I'm a friend, I'm over at your house and I see a pack of these on your better. And I say, hey, what are those? Tell me exactly what you would say. What is incredible to listen to is how people describe your product. How they would explain it to a friend. Because you should take that language and then reflect it in all of your own messaging. Anyway, thi

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