The Man Who Interviewed 10,000 Customers

Episode notes

In this episode, Adam Dorrell, CEO of CustomerGauge, speaks with Mark Fonseca, Partner at Pragmetrics, about his experience conducting over 10,000 customer interviews. Mark shared his unique three-question approach to B2B customer loyalty assessments, focusing on Net Promoter Score, understanding the "why," and identifying what it takes to achieve a perfect score. Mark spoke about the importance of creating a "safe harbor for the truth" and building trust quickly to uncover candid insights. He also discusses how his role as an agnostic third party allows customers to share feedback they might not otherwise, leading to surprising discoveries about customer loyalty and potential revenue opportunities.

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