Uncovering Deep Customer Insights: Highlights from a Webinar with Melo Associates

Written By Kristine Culp

Kicking off the new year, IcebergIQ had the honor of joining the Talent Lens Webinar as a featured guest. 

Hosted by Swati Garg, CEO of Melo Associates, this was an engaging conversation that allowed IcebergIQ CEO Natasha Narayan to demonstrate expert interviewing skills while exploring Melo Associates’ new directions with Swati.

Key techniques discussed (time stamp 28:50) included:

  • Open-ended questions: Encouraging storytelling and deeper responses

  • Pausing and holding space: Allowing interviewees time to reflect and share more deeply

  • Playing back: Building trust and confirming understanding through a quick summary and playback of what you’re heard

Listen to the webinar and learn how to deepen your conversations with customers to elicit their candid thoughts and feedback. 

Further Resources 

Melo Associates

Discover Melo Associates’ expanded services

IcebergIQ

Podcasts

Best Practices for a Win/Loss Program

Learning from Churn: How CSMs Can Become Investigative Journalists

Pragmatic Magazine Article

Practical Tips for Getting To the Truth in Customer Conversations

One-Pager for Sales Teams

Win More Deals With Win/Loss Analysis

60-Second Customer Video About IcebergIQ

You Have Churn: Time to Dive Deep and Get the Real Story on Why

Kristine Culp
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