What is an effective open-ended question to ask a customer?

An effective open-ended question fosters a dialogue that allows customers to express their thoughts and feelings in detail. Asking, "What improvements do you suggest?" enables the customer to provide specific feedback that can be invaluable for improving the service or product. This type of question encourages the customer to think more deeply and share insights that might not surface with simpler, closed-ended questions.

In contrast, questions that seek a simple affirmation or negation, such as asking if they are satisfied or if they have had any issues, may limit the customer's response to a quick "yes" or "no." Similarly, inquiries about the desire to buy more products are transactional and do not invite expansive feedback from the customer. The open-ended nature of the chosen question promotes an engaging conversation, helping customer success managers gather meaningful insights to enhance customer relationships and improve offerings.