Turn interviews into insights

Dashboards tell you what happened, yet only customer words explain why a metric moved. After fifteen years in growth I have learnt that a single phrase from an interview can outperform €5K in blind ad spend.

This chapter shows how to turn raw interview recordings into insights that rewrite copy, sharpen campaigns and guide product tests. The process has four steps: transcribe and tag quotes, cluster repeating themes, validate fast with supporting data and rank insights by impact.

Follow the sequence and every thirty-minute call will feed decisions rather than sit in an untouched slide deck.

Transcribe each interview within an hour. Any platform works; today I switch between Notion AI, Fireflies and Google Meet recordings. Speed matters because memory fades fast.

On the first read-through tag every quote with one of five labels: pain, trigger, benefit, objection or wording gem. Keep tags lowercase for quick filtering. Highlight direct phrases customers use; they later become headline copy and ad hooks.

Finish the pass by scanning tags for balance. If pains outnumber benefits, your offer story might lean too positive. This initial map prepares you to cluster patterns, the topic of the next section.

Export tagged quotes to a virtual board and drag similar notes into loose piles. A pattern appears when at least three customers mention the same pain or goal.

Write a short statement for each cluster in the customer’s own words. For example, “I fear hidden fees when the project runs over.” Count mentions and note emotional tone to gauge weight.

Ignore one-off comments unless they reveal a risk you had never considered. With themes outlined you must confirm they hold beyond the interview set, addressed in the next section.

Validation stops your team chasing anecdotes. Cross-check each cluster against analytics, support tickets or CRM notes. If trial users drop on day three when interviews mention setup confusion, the theme gains strength.

Run a speedy test for big claims. A one-question poll on LinkedIn or a twenty-four-hour PPC ad can verify if a stated pain sparks clicks at scale.

Keep validation under a week. Perfect certainty is slower and more expensive than a fast, directional check. Once evidence supports the themes you need to decide what to tackle first, which the next section handles.

Create a two-by-two grid: customer pain depth on one axis, ease to act on the other. Place each validated theme accordingly.

Prioritise high-pain, low-effort items. If agencies complain about unclear scope yet copy update costs one hour, ship that change before tackling complex pricing restructures.

Assign an owner and a sprint date to every selected insight. Without a name and deadline findings drift into backlog. With priorities set you can close the loop and move to action.

You have turned recordings into tagged transcripts, grouped them into themes, validated with quick data points and ranked opportunities using an impact matrix. The result is a shortlist of customer truths ready for copy tweaks, campaign angles and roadmap tasks.

Insights only count when they ship. Schedule the first experiment today, link its metric to the theme that inspired it and watch real users confirm or challenge the improvement.

The final chapter covers how to package these findings for stakeholders so future decisions start from evidence rather than opinion.