Talk to your customers on repeat, and build from what they actually tell you
Pennant runs a quarterly cadence of customer conversations for exactly this reason. Surveys are the floor. The real insight comes from live dialogue, because that is where a customer says the thing a form never surfaces.
Those conversations feed the third prong of the trifecta.
Validation. It is the customer telling their own story, the last gut check a buyer runs before committing, and it convinces in a way a brand praising itself never can.
Video carries that trust better than most formats
It is the next best thing to sitting across from someone: a face, a voice, a real person instead of a block of text.
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