Post by prioty237 on Feb 28, 2024 4:21:06 GMT
What are the most valuable types of information you can learn from people? Cindy: That your pricing page (which makes perfect sense to you) is confusing to your customers. The exact piece of information they need to make a purchasing decision. What your customers are actually doing on your site. That your customers don’t realize X feature already exists. That there’s demand for you to port your app to a different platform. Where you should open your next business location. How your direct traffic originally found you. …Those are just a few of the real insights that our customers have had, where they’ve literally been able to make changes based on KISSinsights feedback and improved their businesses. 2. Using feedback to make change Oli: Have you developed, or can you recommend, a process for taking the feedback and cycling it back to make product improvements? Cindy: Sometimes the feedback has a small, simple solution — the in-app copy is unclear, or we could make a piece of frequently-used.
When it’s less clear, or a bigger effort, I use those responses Namibia Phone Number to guide a little more customer development. I follow up with the individual responders to ask more questions and make sure I really understand the problem they’re posing. I might also call another five customers and ask them some open-ended questions, until I feel like we have a very clear problem statement. Then internally I’ll pose that for discussion – here’s a problem our customers are having – what are options for solving it? The discussion helps us to balance speed, quality, and measureability: there’s often a seemingly perfect solution that would take a week to implement or be impossible to measure, and so we’ll pick something that’s faster where we can see the impact of our changes. Then I try to follow up with the survey respondents to let them know the problem was fixed. I don’t always get to, but I think that being able to do that close-the-loop communication is what makes customers feel valued.
and then they’re more likely to keep letting you know when things aren’t quite right. Oli: Do you have any criteria that helps you determine when feedback is more than just someone venting and when it crosses over into the realm of a real problem needing to be fixed? Cindy: I’m sure it varies based on scale, but for us internally it’s often that one person is an outlier, two people means keep your ears open, and three people means “fix it now before I hear from a fourth”. The other criteria, I guess, is that vent-ers don’t write back. Someone who is a potential valued customer will almost always write back, even if it’s just to complain some more (which is useful!); someone who was just having a bad day, or is just a jerk, won’t. 3. Engaging your visitors Oli.
When it’s less clear, or a bigger effort, I use those responses Namibia Phone Number to guide a little more customer development. I follow up with the individual responders to ask more questions and make sure I really understand the problem they’re posing. I might also call another five customers and ask them some open-ended questions, until I feel like we have a very clear problem statement. Then internally I’ll pose that for discussion – here’s a problem our customers are having – what are options for solving it? The discussion helps us to balance speed, quality, and measureability: there’s often a seemingly perfect solution that would take a week to implement or be impossible to measure, and so we’ll pick something that’s faster where we can see the impact of our changes. Then I try to follow up with the survey respondents to let them know the problem was fixed. I don’t always get to, but I think that being able to do that close-the-loop communication is what makes customers feel valued.
and then they’re more likely to keep letting you know when things aren’t quite right. Oli: Do you have any criteria that helps you determine when feedback is more than just someone venting and when it crosses over into the realm of a real problem needing to be fixed? Cindy: I’m sure it varies based on scale, but for us internally it’s often that one person is an outlier, two people means keep your ears open, and three people means “fix it now before I hear from a fourth”. The other criteria, I guess, is that vent-ers don’t write back. Someone who is a potential valued customer will almost always write back, even if it’s just to complain some more (which is useful!); someone who was just having a bad day, or is just a jerk, won’t. 3. Engaging your visitors Oli.