#customer-feedback

Synthesize customer feedback into actionable insights. Sources: 1. User interviews and surveys. 2. Support tickets and chat logs. 3. App store reviews and social media. 4. Sales call notes and lost deals. 5. Usage analytics and session recordings. Process: Tag feedback by theme. Quantify frequency and impact. Identify patterns and root causes. Prioritize by strategic importance. Create insights report with quotes and data. Share with stakeholders. Convert insights into product roadmap items. Close the loop with customers.

Extract insights from won and lost deals. Interview timing: 2-4 weeks after decision (emotions settled, memory fresh). Conductor: neutral party (product manager, not account exec). Questions for wins: 1. Why did you choose us? 2. What almost made you choose competitor? 3. How was the buying process? 4. What could we improve? Questions for losses: 1. Why did you choose competitor? 2. What could we have done differently? 3. How did competitors differentiate? 4. Would you consider us in future? Document verbatim quotes. Identify patterns across 10+ interviews. Common themes: pricing, features, support, trust. Share findings with product, marketing, sales teams quarterly. Adjust messaging, product roadmap, sales process.

Build customer feedback system. Loop: 1. Collect feedback (surveys, interviews, support tickets, usage data). 2. Analyze and categorize. 3. Prioritize based on impact and frequency. 4. Act on insights (product changes, process improvements). 5. Close the loop (tell customers what changed). 6. Measure impact. Use NPS, CSAT, CES metrics. Make feedback easy. Show you listen. Continuous improvement cycle.

Systematically gather and analyze customer feedback for product insights. Collection channels: 1. In-app feedback widgets (Hotjar, UserVoice). 2. Post-interaction surveys (after support, purchase, feature use). 3. Regular customer interviews (monthly with different segments). 4. Feature request boards (public voting system). 5. Support ticket analysis (common themes and requests). 6. Social media monitoring (Twitter, Reddit mentions). Analysis framework: 1. Categorize feedback by theme (usability, feature requests, bugs). 2. Volume tracking: how often each issue appears. 3. Customer segment analysis: enterprise vs. SMB needs. 4. Urgency scoring: revenue impact + user frustration level. Tools: Airtable for tracking, sentiment analysis for social mentions, ProfitWell for cancellation reasons. Action loop: weekly feedback review → prioritization → roadmap updates → customer communication about fixes/features shipped.