UserVoice’s Post

🌟 Day 23: Customer Feedback—Your Ultimate Product Compass Missed earlier posts? No worries! Each day we dive into a unique, actionable insight, and today is all about the power of customer feedback. 🎯 Why Customer Feedback is Non-Negotiable Let’s face it—products don’t exist in a vacuum. The most successful ones are shaped and refined by the people who use them. Fact: 80% of customers are willing to provide feedback, but only a fraction of companies actively listen. Imagine the competitive advantage you gain by just tuning in! Feedback isn’t just an opinion—it’s a roadmap to innovation. It tells you what’s working, what’s not, and where opportunities lie. 🔑 The 3 Pillars of Effective Feedback Loops 1️⃣ Ask the Right Questions: Focus on open-ended queries like, “What’s the biggest challenge you face with our product?” This invites depth. 2️⃣ Act on Insights: Feedback without action leads to frustration. Show your users you’re listening by implementing their suggestions. 3️⃣ Close the Loop: Once you’ve acted, inform users about the changes. For example, “Thanks for suggesting feature X—it’s now live!” builds trust and loyalty. 💡 Real-World Success Take Slack—when they launched, feedback poured in from beta testers. Instead of rushing to market, they incorporated user suggestions and refined their offering. The result? A product that grew to 20M+ daily active users. 🚀 How to Get Started • Use surveys, live chats, or beta testing to gather insights. • Tools like Typeform, UserTesting, and even a good old email campaign can make collecting feedback seamless. • Turn your customers into co-creators of your product. 💬 Have you ever implemented customer feedback that transformed your product or process? Share your experience—I’d love to hear! 📌 Jumping in today? That’s perfect! Customer feedback is the heart of every successful product journey, and there’s no better time to start listening. #Product #Agile #CustomerFeedback #ProductManagement #UserInsights #CustomerFirst #AgileLeadership #ProductOwner #InnovationJourney #JatinSinghBhati #JSB

Unlocking the Value of Customer Feedback in Product Management! Customer feedback is a priceless asset in product management, offering critical insights to shape user-centric products. Here's why prioritizing customer feedback is crucial: ➡ Uncover Hidden Needs: Direct customer engagement reveals unmet needs and desires beyond analytics, aiding in creating features that resonate with your users. ➡ Drive Product Improvement: Continuous feedback enables iterative product enhancement, improving user experience based on suggestions and complaints. ➡ Foster Customer Loyalty: Acting on feedback builds trust and loyalty, converting users into product advocates. ➡ Stay Ahead of Trends: Feedback reveals emerging trends and user behavior shifts, enabling proactive adaptation. ➡ Validate Ideas Early: Validating ideas through feedback saves time and resources, ensuring market-ready solutions. Remember, a structured approach is key to leveraging customer feedback effectively. "Customer feedback is the lifeblood of our product development. It informs our decisions, drives innovation, and keeps us aligned with our users' needs." – Ariana Huffington "Feedback from our customers is what drives us forward. It’s the compass that guides our product strategy and innovation." – Jeff Bezos How do you incorporate customer feedback into your product development process? Share your strategies! #ProductManagement #CustomerFeedback #UserExperience #ProductDevelopment

Business outcomes measure the health of the business. Product outcomes measure a change in customer behavior - Teresa Torres #productmanagement #continuousdiscovery Love this article that talks about the difference between OKRs and Outcomes:

In this week’s #blog, J Λ M Ξ S R I C Ξ ° highlights how, in today’s agile markets, customer feedback is essential for continuous improvement. Through our research programs, businesses can gain accurate customer insights to make iterative changes and stay competitive. Join in on the conversation below! #AgileDevelopment #BusinessInnovation #ContinuousImprovement #CustomerFeedback #CustomerSatisfaction #Improvement #UserExperience #VOCResearch https://lnkd.in/eHtkyTEa

Cracking the KPI Code: Measuring Feature Success Hey Product Wizards, Recently, I had some enlightening chats with fellow product managers about KPIs and feature success. Here’s a distilled version of those insights! 🧩 Usability: The Starting Point When measuring a feature's success, usability is the first stop. Key questions include: - Is the feature being used? - By how many users? - How frequently? - Which parts are most popular? Demographic insights add another layer, helping classify users by country, license level, etc. 🚀 From Use to Value: The Real Challenge But here’s the kicker: usage doesn’t always equal value. While frequent use might hint at value, we need to dig deeper. Imagine you’ve developed a customer support chatbot. Usage stats show how many customers interacted with it last month, but do they reveal true value? Not really. To gauge value, ask: Did the chatbot effectively resolve users’ issues? A fun follow-up could be, “Did the chatbot save your day?” Gathering such feedback provides real insights into the chatbot’s effectiveness and impact on customer satisfaction. 🎨 Defining Value KPIs: An Art Creating KPIs that measure actual value requires creativity. Here’s a strategy: 1. Empathize with Users: Step into their shoes. What outcomes matter to them? Satisfaction? Efficiency? Enjoyment? 2. Mix Data Types: Combine hard data (usage stats) with soft data (user feedback) for a full picture. 3. Experiment and Iterate: Test different KPIs, learn, and refine. 4. Collaborate with Your Team: Brainstorm to uncover unique insights. Two heads (or more) are better than one! 5. Think Long-Term: Consider long-term impacts. Does your feature boost user retention, loyalty, or revenue? 💡 Your Turn Every product and feature is unique, and so is measuring its success. How do you tackle this challenge? What creative KPIs have you developed to capture real value? Let’s keep the conversation going. Share your thoughts and experiences in the comments below! Happy measuring!

We are thrilled to welcome Michael Nguyen, one of the most respected and forward-thinking Voice of Customer (VoC) practitioners, as Head of Customer Intelligence at Enterpret. As a former customer, Michael has championed our mission from the very start—shaping how Enterpret helps companies unlock the full potential of their customer feedback. Now, as an Entropy, Michael will collaborate with visionary organizations to leverage Enterpret for deep, actionable insights—uncovering new ways to drive innovation, loyalty, and growth. Stay tuned! Michael will also be launching a dedicated community for customer intelligence professionals, bringing together forward-thinking practitioners across product, support, CX, and more to share best practices, address challenges, and collaborate—elevating the craft of VoC and expanding its impact in organizations and industries. Read more about Michael’s perspective on the future of customer intelligence, why now is the critical time to invest, and how Enterpret is leading the way. Links to the blog post and community signup are in the comments 👇

CX vs. VoC: A Product Management Guide Often erroneously used interchangeably, customer experience (CX) and voice of customer (VoC) are two very distinct concepts. - CX is the overall customer journey, from initial discovery to post-purchase support - VoC is direct feedback from customers to understand customer sentiment, identifying pain points and informing business decisions While VoC has traditionally been a cornerstone of understanding customer sentiment, CX has recently taken center stage. This shift is due largely to: - Digital transformation: the rise of digital channels has opened more access points for collecting customer data, allowing for more comprehensive and real-time understanding of the customer journey - Advancements in data analytics: sophisticated analytics tools can process enormous amounts of data and, along with AI, can connect datapoints to provide deeper insights into customer behavior, preferences and pain points CX has leapfrogged VoC in terms of the scope for customer understanding: - Expanded scope: Beyond traditional feedback mechanisms, CX now encompasses a wider range of customer interactions including digital touchpoints and the post-purchase experience - Leveraging data: By harnessing the power of data analytics, businesses can gain a more nuanced understanding of customer needs and preferences - Proactive approach: While VoC is reactive and moment in time, CX focuses on anticipating needs and proactively addresses potential issues. Think of it this way, CX is the overarching goal while VoC is the primary tool to achieve it. - CX is the destination - VoC is the map By effectively using VoC to understand customer needs and preferences, Product Management leaders can make data-driven decisions to enhance their CX and ultimately drive customer satisfaction, loyalty and advocacy. How do you differentiate CX from VoC in your product management processes? Share your thoughts! #CustomerExperience #VoiceofCustomer #VoiceoftheCustomer #CustomerFeedback #ProductManagement #CustomerJourney #DataDriven #BusinessStrategy #ProductStrategy

How big of a change merits an update? While most of product management is science this is one of the "art" scenarios. For a quick cheatsheet, keep these in mind: 🐘: Match the size of the update to the channel. Huge feature launches get their own webpage, email, and in app notifications. Small improvements get added to the changelog and are included in monthly roundup emails. ✍: There's a value in frequency. Some customers (and many leads) just want to know that the team is working hard on the product. Instead of thinking everyone is deeply reading every update, consider that some people just want a ping to see that you're making progress . 💰: It's all about value. Did your team spend time and effort to make the product better for your customers? You deserve to get credit for that :). “We’ve found there’s an art in promoting changes. Even small UI improvements can be impactful if you explain the benefits well.” Read more about turning small improvements into full updates: https://lnkd.in/g4ptEdhq

Every click, scroll, and swipe tells a story about your customers! 📊 In digital product management, understanding these stories are key to making products that customers truly love. Peek into their preferences and pain points through customer insights gathered from data collection and analysis. This priceless intel helps sharpen product features, design and functionality in ways that resonate with your audience. Learn more about this indispensable process here: https://lnkd.in/dyT5_X72 #ProductManagement #CustomerInsights

Customer Focus - The Ultimate Tug of War 🎯 In the quest to balance customer needs, the Product Manager, Dev Team, and Marketing Team often find themselves in hilarious but constructive debates. Here’s a light-hearted sneak peek into one such “data-driven” collaboration session. 😊👇 PM: "Alright, team, data shows customers want faster checkout. Thoughts?" Dev Lead: "Easy. Let's simplify the payment process." Marketing: "But wait! If we reduce steps, where do we upsell that irresistible premium plan?!" PM: "Guys, focus on the customer! They don’t want upsell pop-ups mid-checkout." Dev Lead: "Finally, someone who understands us!" Marketing: "Fine. But if conversions drop, we’re sending you the analytics, PM." Dev Lead: "One-click checkout will need additional backend work, though." PM: "How much time?" Dev Lead: "Two sprints." Marketing: "TWO SPRINTS?! Customers are already tweeting about delays!" PM: "No one is tweeting... I checked. Relax." Marketing: "Well, they WILL! Call it intuition!" PM: "Okay, compromise: we prioritize speed first, upsell later. Happy now?" Marketing: "Fine. But next time, we get a say on timelines." Dev Lead: "And we get a say on pop-ups!" PM: "Great teamwork, everyone. Let’s call it a ‘productive argument’!" 🎭 Takeaway: Collaboration isn’t always smooth, but aligning on customer focus makes it all worthwhile! 💡🚀 #ProductManagement #CustomerFocus #TeamworkMatters #CollaborationOverConflict #AgileHumor #DevTeamDynamics #MarketingCollaboration #UserExperience #DataDrivenDecisions #AgileMindset #CrossFunctionalTeams #ConflictResolution #CustomerExperience #InnovationThroughTeamwork