Moderator role and responsibility

The moderator acts as the quarterback in the interview process. It is their responsibility to execute the interview by introducing the topics of discussion, asking most or all the questions, and guiding the interview from one topic to the next with smooth transitions. The absolute last thing a customer wants during an interview is to have three or four members of the visiting organization each pursuing their own agenda, bombarding them with rapid-fire questions that have no semblance of order or consistency. You will find that customers will be more at ease and will be able to provide better insight when they understand that one individual is in charge, most of the questioning comes from that one individual, and the interview is structured and has clear transitions. It is best practice for the moderator to set the stage from the very beginning of the interview by explaining that they will be leading the interview so the customer has a clear expectation who...