August 13

Acting on Product Feedback

No one would argue that you need to seek out product feedback in order to find out what your customers think about your product and act on what you uncover. Where you may find some argument is whether you should act on every piece of feedback you receive. You certainly need to consider everything, but you should be selective on what you act on.  Here’s some perspectives on when to act on feedback, and when you just say “thanks”.

Actionable Insights: What they are, why they’re important, and how to get them. We spend lots of time, energy, and effort getting feedback and insight from customers. Gathering information is an important thing to do. But what’s most important is what you do with the information you get. The way you collect information matters too. How do you make sure you get the right information to inform business decisions? Suvi Lindfors covers what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action.

(via @lumoame)

Powerful Examples of How to Respond to Negative Reviews and Positive Reviews. Online reviews give people a way to share their experiences with businesses and with fellow consumers.. This makes it extremely important for companies to learn how to respond to negative reviews as well as positive customer feedback. The folks at ReviewTrackers looked at 200,000 review responses in their database to provide suggestions for acting on reviews on your product, whether they’re negative, positive, or neutral.

(via @reviewtrackers)

4 tips for healthcare product managers to turn feedback into action. Building healthcare products and experiences is complicated. Not only do you need to adapt swiftly and confidently to meet the needs of multiple stakeholders, but there’s all the regulation to deal with too. A lot of people depend on your products to do the job right. These stakeholders can all play a significant role in enhancing the patient experience and improving patient engagement. Steven Carr shares 4 tips for collecting feedback and turning it into actionable insights that will ultimately improve the experience for patients and everyone involved.

(via @usertesting)

How to achieve successful product adoption with user feedback. We all want to make an impact on our customers and provide them with the best possible digital product(s) on the market – products that ‘stick’. However, creating a ‘sticky’ product – a product that delivers consistent value and is so engaging that users are compelled to use it regularly – is a challenge that many organisations share. So how can you ensure your products (whether that be a new software tool or solution) are effectively being adopted by your users? The answer is user feedback…Erin Gilliam Haije identifies what product adoption is and how you can drive product adoption with the help of user feedback.

(via @managefeedback)

How to use product feedback to solve business-critical issues.  Product feedback is one of a product management team’s most effective tools, but only when that feedback comes with the proper context. Without proper context, you may get a lot of feedback, but find you’re not quite sure what to do with it. The folks from Hotjar explain how to collect actionable product feedback so you can identify what needs to change—and how to change it.

(via @hotjar)

Kent J McDonald

About the author

Kent J McDonald writes about and practices software product management. He has IT and product development experience in a variety of industries including financial services, health insurance, nonprofit, and automotive. Kent is a product manager at LenderClose and provides just in time resources for product owners and business analysts at KBP.media and Product Collective. When not writing or product managing, Kent is his family’s #ubersherpa, listens to jazz and podcasts (but not necessarily podcasts about jazz), and collects national parks.


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