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How do you adjust to customer feedback in digital publishing?

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Customer feedback is essential for any digital publishing project, whether it's a website, an ebook, a podcast, or a video. It helps you improve your content, design, user experience, and marketing strategies. But how do you adjust to customer feedback in digital publishing without losing your vision, your budget, or your sanity? Here are some tips to help you manage and implement customer feedback effectively and efficiently.

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Alfred Poor

Keynote Speaker and Video Meeting Advisor, helping executives be more persuasive and influential in their video…
Shane Schick

B2B's go-to ghostwriter | CX storyteller | Event host and moderator
Stanley Umezulike

Co-founder, Ifeadigo Publishing Company | Award-Winning Entrepreneur | Book Publishing Expert| I help writers become…

1 Define your goals and scope

Before you start collecting and analyzing customer feedback, you need to have a clear idea of what you want to achieve with your digital publishing project and what are the limitations and constraints you have to work with. This will help you prioritize the feedback that aligns with your goals and scope, and filter out the feedback that is irrelevant, unrealistic, or contradictory. You can use tools like SMART goals, project briefs, and scope statements to define your goals and scope.

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Alfred Poor

Keynote Speaker and Video Meeting Advisor, helping executives be more persuasive and influential in their video meetings and online presentations.
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When considering your goals for your publishing project, consider this. In the past, Content was King. That is no longer the case, as content is widely available for free in many formats all over the Internet. Today, Connection is King. People are seeking engagement: an opportunity to be seen and be heard. Don't just launch bits of content like so many disconnected paper boats floating downstream. Instead, work to build a community of active participants who don't just read your content but also interact and contribute to the discussion. (Much like LinkedIn does with these collaborative articles!)

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2 Collect feedback from multiple sources

Customer feedback can come from various sources, such as surveys, reviews, ratings, comments, emails, social media, analytics, user testing, and interviews. Each source has its own advantages and disadvantages, and can provide different types of feedback, such as quantitative, qualitative, positive, negative, explicit, or implicit. You should collect feedback from multiple sources to get a comprehensive and balanced view of your customers' needs, preferences, expectations, and satisfaction.

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3 Analyze feedback for patterns and insights

Once you have collected feedback from multiple sources, you need to analyze it for patterns and insights that can help you improve your digital publishing project. You can use tools like spreadsheets, charts, graphs, word clouds, sentiment analysis, and thematic analysis to organize, visualize, and interpret the feedback data. You should look for feedback that is consistent, frequent, specific, actionable, and meaningful for your project.

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Alfred Poor

Keynote Speaker and Video Meeting Advisor, helping executives be more persuasive and influential in their video meetings and online presentations.
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When considering the feedback that you receive, keep these two points in mind: 1. It's always easier for readers to throw bricks than bouquets, so don't be alarmed if you get more negative comments than positive ones. You need to develop a bit of a thick skin when you put any of your work out in public. Some people will complain just to complain. Ignore the trolls and don't respond to them; that only gives them the attention that they seek. 2. Find the silver lining. Even if some of the criticism is less than constructive, you can still find useful insights from them. Maybe someone was disappointed because you didn't address their most important issue. That might point the way toward an additional article or program to cover that topic.

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4 Communicate feedback to your team and stakeholders

After you have analyzed the feedback for patterns and insights, you need to communicate it to your team and stakeholders in a clear and concise way. You should highlight the key findings, the implications, and the recommendations that you have derived from the feedback. You should also explain the rationale and the evidence behind your recommendations, and how they will benefit your project and your customers. You can use tools like reports, presentations, dashboards, and feedback loops to communicate feedback to your team and stakeholders.

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5 Implement feedback in a timely and agile way

Finally, you need to implement the feedback that you have communicated to your team and stakeholders in a timely and agile way. You should prioritize the feedback that has the most impact, value, and urgency for your project and your customers. You should also test and measure the results of your implementation, and iterate if necessary. You can use tools like project management software, agile methodologies, and A/B testing to implement feedback in a timely and agile way.

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Stanley Umezulike

Co-founder, Ifeadigo Publishing Company | Award-Winning Entrepreneur | Book Publishing Expert| I help writers become authors who make massive income via their published assets.
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Don't ignore the feedback you get from your audience. The feedback will help you understand their needs, pain points and preferences. When you understand your audience, you will be able to create the right content that solves their problems.

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6 Evaluate feedback for learning and improvement

The last step in adjusting to customer feedback in digital publishing is to evaluate the feedback for learning and improvement. You should review the feedback process, the feedback results, and the feedback implementation, and identify what worked well, what didn't work well, and what can be improved for future projects. You should also solicit feedback from your team and stakeholders on how they experienced the feedback process, and how they think it can be enhanced. You can use tools like SWOT analysis, lessons learned, and feedback surveys to evaluate feedback for learning and improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Shane Schick

B2B's go-to ghostwriter | CX storyteller | Event host and moderator
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Remember that customer feedback, particularly when it’s about content, is more than a set of data points. It’s a dialogue you’re having with you’re audience. In the old days of print, for example, newspapers ran letters to the editor to show the feedback they got on articles, but didn’t often respond to those letters. Digital publishing offers a lot more opportunities to turn feedback into a catalyst for two-way communication with the people you’re serving. Don’t just thank them for comments or ratings, but be transparent about how you’re using the data and what you’ll be doing differently as a result.

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How do you adjust to customer feedback in digital publishing?

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1 Define your goals and scope

2 Collect feedback from multiple sources

3 Analyze feedback for patterns and insights

4 Communicate feedback to your team and stakeholders

5 Implement feedback in a timely and agile way

6 Evaluate feedback for learning and improvement

7 Here’s what else to consider

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