13 insightful posts that will change the way you think about customer feedback.

Sofia Quintero
Aug 31, 2016 · 11 min read

1. All feedback should be considered, no matter how small.

Tiny data helps customer success teams give better support. - Emily Chapman, @trello

2. Consider every customer touchpoint as an opportunity to gather constructive feedback.

Most feedback gathering can be automated and integrated at nearly every point of your customer’s lifecycle. - Ott Niggulis, @ottniggulis

3. Build hypotheses to drive your requests for feedback.

There will be times you encounter user feedback that doesn’t need to be tested or explored with a survey. It just makes immediate sense. - Kenneth Berger, @kberger

4. Make it a priority to talk with your customers.

If you want valuable, actionable product input, there’s no substitute for sitting down with your customers and prospects to truly understand their problems. - Michael Sippey, @sippey

5. Keep your biases and emotions in check.

Your brain is twice as likely to notice confirming information than it is to notice disconfirming information.- Teresa Torres, @ttorres

6. You can’t analyze feedback in a vacuum.

[Repetitive feedback is] an indicator you haven’t got the basics right, and that’s something you have to address as a priority rather than ignore. - Sian Townsend, @intercom_uxr

7. Both types of feedback will give you the answers you’re looking for.

Quantitative and qualitative data are equally important for amplifying the voice of your customer and reaching data-informed conclusions.- @qualarooinc

8. Your customers are your product’s best friends.

Data can tell you what opinions to hear; and conversely, opinions can tell you what data to read. - J.T. Trollman, @jtroll

9. Customer feedback is critical to your bottom line.

The strongest feedback loops do more than just connect customers, the front line, and a few decision makers in management; they keep the customer front and center across the entire organization. - Rob Markey, Fred Reichheld & Andreas Dullweber, @harvardbiz

10. Use existing feedback to decide what questions to ask.

If you ask certain questions and avoid others, you’re guiding the answers, which means you’re still building the product you want to build, not the one your users want to use. - Violeta Nedkova, @violetanedkova

11. Your customers are humans, not robots.

Getting better feedback out of users is a conscious process. It doesn’t require huge amounts of effort to elicit better feedback.- Nick Kellingsley, @interactiondesignorg

12. Decide who will take responsibility for using customer feedback before you collect it.

Feedback loops often suffer from a lack of commitment.-Sarah Chambers, @kayako

13. Every product has a different method-of-best-fit for gathering feedback

Your data will help you determine the ‘what’ and your feedback will help you determine the ‘why.’- Sean Cramer, @cosmocramer

In Summary

Hungry for Insight

A community for product people leading change

Sofia Quintero

Written by

Founder and CEO at https://getenjoyhq.com/

Hungry for Insight

A community for product people leading change