8 Best Tips for a Great Customer Testimonial Interview

Customer testimonials are an invaluable asset for any business looking to build trust and credibility with potential clients. A well-executed interview can capture genuine feedback that highlights your product or service’s impact. To ensure your business testimonial is not only authentic but also impactful, follow these steps to conduct a focused, professional interview.

1. Define the Key Objectives of the Testimonial

Before you schedule the interview, identify the specific message you want the testimonial to convey. Are you showcasing the effectiveness of your product? Highlighting customer satisfaction? Or demonstrating measurable business results? Having clear objectives will allow you to tailor your questions and guide the conversation to uncover the most relevant and powerful insights.

Example Objective: “I want to focus on how our service helped this customer increase their operational efficiency by 20%.”

2. Set Up a Professional Environment

Whether you’re conducting the interview in person or remotely, create a professional setting that’s conducive to a productive conversation. If it’s an in-person interview, choose a quiet space free from distractions. For virtual interviews, ensure that the technology is reliable (good internet connection, clear audio, and proper lighting). A comfortable setting makes it easier for your customer to speak openly and naturally.

Tip: For virtual interviews, ask the customer to test their equipment ahead of time to avoid technical issues.

3. Prepare Targeted, Open-Ended Questions

To elicit detailed and meaningful responses, focus on asking open-ended questions that require more than a simple “yes” or “no.” Design your questions around the specific objectives of your testimonial. Avoid generic questions and aim for a conversation that digs into their challenges, the solution you provided, and the measurable outcomes.

Example Questions:

• “What specific challenges did your business face before using our service?”
• “Can you describe how our solution has impacted your day-to-day operations?”
• “What measurable results or improvements have you seen since implementing our solution?”

These questions encourage the customer to share detailed stories and valuable insights that will resonate with future clients.

4. Focus on Quantifiable Business Impact

In business, numbers speak louder than words. Ensure your interview touches on measurable outcomes, such as increased revenue, time saved, cost reductions, or efficiency gains. The more concrete and data-driven the testimonial, the more persuasive it will be for prospective clients.

Example Prompt: “You mentioned an improvement in efficiency—can you share any specific figures that demonstrate this change?”

5. Guide the Conversation Toward Emotional Impact

While business outcomes are essential, it’s also important to highlight the emotional impact of your product or service. Did it reduce stress for the customer? Did it help them overcome a critical business hurdle? Emotional stories build a connection with your audience, making the testimonial more relatable and engaging.

Example Prompt: “How did our product or service make your team feel more confident in their work?”

6. Encourage Authenticity and Specificity

Authenticity is crucial in any testimonial. Encourage your customer to speak candidly about their experience and avoid scripted responses. Specific examples and honest feedback help to create a genuine, trustworthy narrative. Remind them that the goal is to provide insight into their real experience with your product or service.

Tip: If a customer feels uncertain, remind them that their feedback will resonate most when it’s honest and reflects their true experience.

7. Conclude with a Strong, Clear Recommendation

End the interview by asking your customer if they would recommend your product or service to others, and why. A strong recommendation can serve as the core of your testimonial, offering potential clients a clear endorsement. Ask them to summarize their experience and emphasize the benefits they received.

Example Closing Question: “Would you recommend our service to other businesses, and if so, what would you say is the biggest benefit?”

8. Follow Up and Show Appreciation

After the interview, thank your customer for their time and valuable input. Be sure to follow up with any additional information, such as a draft of the testimonial for approval. This is also a good opportunity to maintain the relationship and let the customer know how their testimonial will be used in your marketing efforts.

Tip: Sending a thank-you note or small token of appreciation can leave a positive impression and strengthen the relationship.

Final Thoughts: The Best Customer Testimonial

Conducting a customer testimonial interview requires more than just asking a few questions. It’s about strategically guiding the conversation to uncover specific, impactful stories that highlight the value of your product or service. By focusing on clear objectives, asking targeted questions, and capturing both business outcomes and emotional stories, you’ll create a testimonial that not only builds trust but also drives potential clients to take action.

At Lens Head Media, we understand the power of a great testimonial. Contact us today to get started and watch your business grow!

Sources:

https://www.linkedin.com/pulse/mastering-art-customer-interviews-anna-borbotko

https://www.userinterviews.com/blog/the-ultimate-guide-to-doing-kickass-customer-interviews

https://www.reachcambridge.com/wp-content/uploads/EBCD-Guide-to-filming.pdf