Episode 92

What to Ask: How to Learn What Customers Need, but Won't Tell You with Andrea Olson

Published on: 11th May, 2022

​​Today we produce more data on a daily basis than ever before. We think that this data helps us make decisions - or influences why our customers make the decisions they do. But its not always the case. 95% of our decisions take place unconsciously - we make decisions based on emotion versus logic. 

 

When it comes to surveying our customers we are generally taught to ask open ended questions, and to extract, but the truth is traditional customer feedback methods ignore two essential sources of insight: context and behavior. Context and behavior reveal the WHY behind the WHAT, eliminating the ambiguity of open-ended customer feedback—and this requires a different approach.

 

Listen in as I talk with behavioral scientist Andrea Olson about her new book What to Ask: How to Learn What Customers Need But Won’t Tell You.

 

Drink of the Week: Secrets Revealed

https://www.cointreau.com/us/en/cocktails/secrets-revealed

Julie Brown:

Website- ​https://juliebrownbd.com/

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Youtube- ​https://www.youtube.com/channel/UCIwWVdayM2mYXzR9JNLJ55Q

Facebook- ​https://www.facebook.com/juliebrownbd/

SMPS NERC Conference 

 

Andrea Olson 

https://benbellabooks.com/shop/what-to-ask/

https://www.pragmadik.com/

 

Research

https://www.andreabelkolson.com/

https://towardsdatascience.com/the-importance-of-asking-the-right-questions-93aa3128500a

https://hbr.org/2018/05/the-surprising-power-of-questions

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This Shit Works
The people you meet can 100% Change Your Life! Networking is how you meet those people. Which sucks because you hate networking, you think you're bad at networking, and you certainly don’t have time to network. Bullshit! Welcome to This Shit Works, a weekly podcast hosted by entrepreneur, CEO, public speaker, author, business development strategist and networking coach Julie Brown. Just don’t call her Downtown Julie Brown - she doesn’t like that.

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