v a l u e  i n n o v a t i o n s,   i n c.
HELPING YOU DELIVER EXCEPTIONAL VALUE TO YOUR MOST IMPORTANT CUSTOMERS

WHO TO INTERVIEW

Identify your Most Important Customers using:

  • Value Chains
  • Whitney’s Rulesd

THE INTERVIEW

  • Set Up
  • The Golden Rules (Listen, Make it Fun, Ask for Feedback, Don’t let the interview drag, No pauses)
  • The first 90 seconds determine the outcome
  • Observe how “Talk Show Hosts” make their guests comfortable
  • Follow the script but be prepared to move off it
  • Wrap Up (Thank You, How do you rate what’s happened?, Will send you interview notes (please make any corrections)

d. Whitney, J.  1996. “Strategic Renewal for Business Units?” Harvard Business Review, July-August, pp 84-98


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