Interview introduction
Before beginning an interview with a customer, it is necessary to set the stage and refresh the customer's memory relative to the purpose of the customer interview.
The moderator should lead the discussion and introduce themselves along with their position and, specifically, how their position relates to the customer VoC. Next, the moderator should introduce the rest of the team and provide details of their backgrounds, applicability to the customer VoC, and their roles in the interview. Having the moderator perform this extra step helps to further solidify their role in the VoC as being the person responsible for interacting with the customer, but if the situation warrants it, you can also have each team member introduce themselves.
After all the team members have been introduced, provide a brief overview of the customer VoC project and the purpose behind the customer interviews with enough information so that the customer understands the value they can bring to the...
