August 14

Putting Feedback Into Action

You know how to collect customer feedback, but do you know how to act on it? That’s really the most important part of the feedback: the acting. Anybody can just collect feedback…

How to translate customer feedback into action. Customer feedback is one of the most important and valuable sources of information for directing product development and accelerating business growth. Some customer feedback comes in the form of a score or a number, like with the Net Promoter Score (NPS) Survey. Other feedback comes in the form of detailed, lengthy reviews. Guido Bartolacci explains how to aggregate all this feedback in its various forms and turn it into a tangible action plan for your product and your business.

(via @GBartolacci)

Customer feedback strategy: How to collect, analyze, and take action. Customer feedback provides clear benefits to product managers, customer service teams, analysts, marketers, and pretty much anybody in your organization. Despite this, a full 42% of companies don’t survey their customers or collect feedback. Graham Ó Maonaigh and Sian Townsend put together a guide that looks at the different types of customer feedback, the ways to collect useful feedback and analyze types of feedback that are most important to your business.

(via @gomaonaigh)

6 Experts Share How They Use Customer Feedback to Build a Better Product. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users probably communicate with your company through multiple channels and it can seem like feedback gets lost in a black hole. Riana Upton talked to six product professionals about how they listen to and act on customer feedback. You’ll see that while each company’s process is unique, there are some common threads that tie them together.

(via @gainsighthq)


From customer problems to product features: how to use feedback to create a roadmap.  One of the things Mike Iampietro learned at Amazon was that customers are always “beautifully, wonderfully dissatisfied,” and no matter what you give them, they’ll tell you why it doesn’t work for them. These customer requests or complaints—he calls them “product gaps”—are a true gift if you effectively capture and prioritize them. Mike describes the system that his current company uses where everybody in a position to talk to a customer can capture and categorize product gaps based on the impact and severity of the problem. This system helps them collect more customer feedback and build a better product. Find out how this system can help you collect feedback and inform your product roadmap.

(via @mixpanel)

Kent J McDonald

About the author

Kent J McDonald writes about and practices software product management. He has product development experience in a variety of industries including financial services, health insurance, nonprofit, and automotive. Kent practices his craft with a variety of product teams and provides just in time resources for product people at 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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