ReadyTalk

Meet with Confidence

Creating the Best Webinar Experience through the Value Innovation Process

Posted by Beth Toeniskoetter on
Share this Post:

Since the beginning of ReadyTalk time, listening to customer feedback has always been at the top of our list for how to best improve our product offerings. But how do we take that one step further, to ensure we are developing the right things, at the right time, while helping to accomplish our customer’s goals?

The answer is: contextual interviewing, a concept refined by consulting firm Value Innovations, Inc, from the book Blue Ocean Strategy, written by W. Chan Kim and Renée Mauborgne. Contextual interviewing enables us to uncover our most important customers’ (all of them, of course!) unmet needs through a series of questions that reveal the opportunities and challenges they face through their jobs each day. By identifying various goals and key metrics that their teams are measured by, we will be able to better define the next level of enhancements to the ReadyTalk products.

So how do we get started? Over the past few weeks, several ReadyTalk employees, across various departments, went through an extensive training process, provided by Richard Lee of Value Innovations Inc. After breaking out our customer base into two types of use cases (Marketing User and Collaboration User), we developed a list of general questions for the 1st round of interviewing that will help us get to the core needs of our customers, and how we can help them through the world of webinars.

Who participates? The contextual interview process is a team effort and includes individuals from marketing, development, strategic account management, customer care, and events management, as well as our executive leadership. Each department brings a unique perspective to the table on uncovering the unmet needs of our customers.

What’s next? Now that we have identified the different thought leaders using the ReadyTalk product, ranging from small meetings to large events, it’s time to start the 1st round of interviews. In the coming weeks, we will be gathering feedback from both our marketing and collaboration users. Stay tuned to learn how the contextual interviews progress!


Beth is a Product Marketing Manager and works with our customers to understand their needs as they relate to event services and conference center, which is the dashboard for scheduling, hosting and managing audio and web conferences. Outside of the office, Beth loves to spend time with family and friends, cook, and hit the slopes.


Name: ReadyTalk Blog » Blog Archive » Contex
Time: Wednesday, March 9, 2011

[...] Beth introduced you to the Value Innovations process. She focused on ReadyTalk’s recent project to conduct what Richard Lee calls Contextual [...]

Name: Dick Lee
Time: Thursday, March 24, 2011

Beth, You are off to a great start. The next challenge will be to analyse the outputs from the 1st round of interviews. The nuggets are there, you just have to spend the time looking at the interviewees comments and deciding what ELEMENT OF PERFROMANCE it fits under. Analysis is critical and time consuming but at the end of the day you'll find it's worth the effort

Name: ReadyTalk Blog » Blog Archive » Where
Time: Tuesday, August 9, 2011

[...] Value Innovations has been an extremely important process at ReadyTalk for further understanding two of our key customers: The Marketing User and the Collaboration User. The feedback we’ve obtained from Value Innovations Contextual Interviewing process is key for future development as it uncovers our most important customer’s unmet and unarticulated needs. Learn more about the Contextual Interviewing Process at ReadyTalk. [...]

Comments for Creating the Best Webinar Experience through the Value Innovation Process

blog comments powered by Disqus

Recent Posts

Why Other Companies’ Webinars are Better Than Yours

Why Other Companies’ Webinars are Better Than Yours Marketing campaign strategies can be overly time consuming and costly. Although multi-channel marketing is the key to success,...

Check Out What's New at ReadyTalk!

There are a lot of new and exciting things happening at ReadyTalk. Check out what new features and updates we have to offer for operator-assisted events: Conference ID Required ...

Making Meetings Better with Two New Features

With these two new features from ReadyTalk, your meetings will be even better! Higher Quality VoIP Improvements around VoIP audio conferencing for chairpersons and co-presenters...

Self-Serve Broadcast Audio - saves you time and money!

Our passion is perfect presentations.  That's why ReadyTalk gives you everything that’s been missing in webinars.  Our easy-to-use platform delivers superior presentation...

How to Write the Break Up Letter

I recently shared 15 Ways You Know It's Time to Break Up (with your conferencing provider) because not every relationship is meant to last forever.   Once you have decided it is in...

What We Learned: 3 Webinar Features You Should be Using Today

What We Learned:  3 Webinar Features You Should be Using Today Yesterday, we hosted a great webinar on some new ReadyTalk features: 3 Webinar Features You Should be Using Today. We...

3 Webinar Features You Should be Using to Get More Value from Your Webinars

3 Webinar Features You Should be Using to Get More Value from Your Webinars “Am I getting ROI on my webinars? How can I make it be better?” These questions are often in the back of...

Online Meetings Like a Boss!

Online Meetings Like a Boss! Just because a meeting is happening online, isn't an excuse for it to be a waste of time. Want to host better online meetings? Check out these 8 tips...

4 Ways to Join a ReadyTalk Meeting Faster

4 Ways to Join a ReadyTalk Meeting Faster ReadyTalk offers more ways than ever to meet online faster, right from where you are working. Join a webinar on the go from your mobile,...