How can you effectively manage customer feedback throughout the product lifecycle?

To manage customer feedback effectively, first, identify where it's coming from. This might include surveys, interviews, focus groups, user testing, reviews, social media, analytics, or support tickets. Prioritize sources that best represent your customers' needs and expectations, depending on your product, market, and stage of development.

Há tantas op??es de olhar o feedback dos clientes que até ficamos confusos do que priorizar. Penso que você deve ter um propósito e ent?o você pode escolher o lugar ideal para obter seus feedbacks. Se você quer saber sobre uma determinada feature, é aconselhável que você tenha uma pesquisa inserida na sua experiência. Mas se você vai atacar os problemas que impactam seus clientes com o dia a dia da sua empresa, ent?o você deveria olhar para os tickets e entender como ajudar os clientes e a central de atendimento com processos, por exemplo.

Treat each piece of feedback as a valuable insight from a real person. Engage with empathy and gratitude to build strong relationships and improve the product based on their needs and experiences.

En mi experiencia, ha sido muy enriquecedor conocer el feedback del mercado en forma directa. En primer lugar, a través de los comentarios compartidos por los equipos comerciales en contacto con los distribuidores. En segundo lugar, no menos importante, era visitar los puntos de venta y presenciar el momento preciso de la acción de compra de los consumidores, que me permitían no sólo entender más profundamente los beneficios que brindaba el uso de mi producto, sino también las oportunidades de mejora. Esta información era fundamental y las aplicaba como parte de las renovaciones de las diferentes plataformas. En tercer lugar, me nutría de la información que colectaba Centro de Atención al Consumidor, analizando los reclamos y sugerencias.

Identifying the sources of customer feedback is indeed crucial for effectively managing it. Each source provides unique insights into customer perceptions, preferences, and pain points, contributing to a comprehensive understanding of their needs. By prioritizing relevant and reliable sources, you can ensure that your feedback collection efforts are focused and impactful. Moreover, considering factors such as product type, target market, and development stage helps tailor your approach to gather feedback that aligns closely with your objectives and priorities. This strategic approach lays the groundwork for successful customer feedback management and informs subsequent actions and decisions in the product development process.

Dado que você tem um propósito, definir suas metas será um passo mais fácil. Ent?o vamos supor que seu contact rate tem 50% de contatos relacionados à status de pedido, ent?o pode haver algo errado com o seu tracking ou simplesmente os clientes est?o ansiosos demais para esperar. Ent?o uma boa métrica de sucesso, com a implementa??o da sua solu??o, é diminuir a quantidade de liga??es relacionadas à status de pedidos,

Choose key performance indicators (KPIs) that align with your objectives. These could include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), or specific metrics related to product features or service quality.

Develop a roadmap or action plan that outlines how you will address and implement feedback over time. Prioritize feedback items based on their importance and feasibility, and allocate resources and timelines for implementation.

Geralmente eu classifico os feedbacks ou pela jornada ou pelo problema ou ambos. Os clientes geralmente enfrentam os mesmos problemas nas mesmas etapas da jornada. Ent?o geralmente eu tenho uma coluna para etapa da jornada, como 'home' e outra para o problema, como 'login' e assim por diante. Depois eu coloco uma coluna com o resumo do problema, para consultas mais rápidas. E ent?o eu consigo separar a quantidade dos problemas por etapa e por motivo, tenho assim uma vis?o maior sobre o problema.

You should share the feedback to the stakeholders so that they know it. However, you should make sure you add your perspective, so that the feedback is taken in the right context. For example, consider that there is a highly negative feedback. You investigating and adequately explaining the reasons behind the feedback would help the stakeholders see where it is coming from. As you investigate the reasons, open up the conversation by thanking the customer for their time, irrespective of the content of their feedback. The feedback, combined with your well-researched context, can then shape the next product backlog or user stories.

1. Collecting Feedback: Implement various channels for customers to provide feedback such as surveys, feedback forms, social media, etc. 2. Analyzing Feedback: Review & analyze the feedback to identify common themes & areas of improvement. 3. Prioritizing Feedback: Prioritize feedback based on impact & frequency wrt product goals to focus on the most crucial issues first. 4. Implementing Changes: Act on the feedback by incorporating relevant suggestions into product development. These steps can lead to improved products, increased customer satisfaction, and stronger relationships with customers.

Building a customer feedback loop is key. Here's how to win: 1. Team Onboard: Before diving in, train your team on the power of feedback. Show how it fuels innovation and builds happy customers. Then, equip them to report feedback efficiently. This could be a quick internal tool or form that captures the essence in seconds. 2. Prioritization Power: Not all feedback is equal. Train your team to categorize feedback by urgency and impact. Consider factors like frequency, customer segment, and alignment with business goals. This empowers data-driven decision making on which feedback to prioritize. By following these steps you can create a recipe for product success!