Bill Gates once famously said “Your most unhappy customers are your greatest source of learning.”
While it’s a poignant quote, it doesn’t mean unhappy customers are your goal (there’s only so much positive spin Silicon Valley can put on failure). Prevention, as always, is the best medicine. With that in mind, here are 7 of the most common customer feedback nightmares Product Managers face and a few sharp strategies for avoiding them.
https://community.uservoice.com/blog/customer-feedback-nightmares/
All entrepreneurs know that customer insights are invaluable to product design and continued improvement. However, acquiring and organizing useful feedback is easier said than done and developing a strategy can be a daunting task. But it needs to be done.
https://www.entrepreneur.com/article/247671/
Time was when getting feedback from a customer was a process so complex, it was akin to getting blood out of a stone. Thankfully, we don’t live in those times.
https://www.entrepreneur.com/article/251743/
“Your most unhappy customers are your greatest source of learning.” -- Bill Gates
Negative feedback from customers can be a hard pill to swallow. It often feels unjust, unhelpful and inaccurate. Even the most professional business owners can be defensive and emotional in the face of criticism. And while business owners may intellectually know negative customer feedback is critical to improving their business -- a 10-percent increase in Net Promoter Score (NPS) can correlate with a six to seven-percent increase in revenue -- the hard bit is constructively incorporating it.
https://www.entrepreneur.com/article/254553/
We live in a churning sea of feedback. Comment boxes appear on web pages like graffiti on a boxcar. Swirling around us are emoticons with thumbs-up signs, clapping hands, OK signs, happy faces, sad faces -- the list goes on. Many websites ask you to take a brief survey with a pop-up box that obscures most of what you are trying to read. It’s overwhelming. It’s everywhere, and it’s stifling.
https://www.entrepreneur.com/article/273253/
It’s become something of a trend for U.S. consumers to share their thoughts about the customer service they have received -- good and bad --through social media. That said, the NICE/BCG 2016 Consumer Experience Report shows that many consumers are starting to have doubts about whether or not social media platforms alone are a way for brands to address their issues.
https://www.entrepreneur.com/article/273116/
We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family." You'd hang up the phone and go back to the dinner table. "Now where were we?"
https://www.peoplemetrics.com/blog/cx-secrets-dont-limit-feedback-opportunities/
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS).
https://www.peoplemetrics.com/blog/saas-companies-implement-a-product-nps-program-in-5-simple-steps/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
During the last couple of years, the popularity of online reviews has grown significantly. Reviews help people decide which products or services they should buy, where they should travel and even where they should eat. Over time reviews have slowly become an integral part of business on the internet.
https://www.brightlocal.com/2017/03/15/the-impact-of-online-reviews/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
