Your users are smarter than you; ask them what they think of your product and how you can improve it. In a recent re-launch, our best ideas really weren't our ideas at all. They were our users' ideas. Here's to listening. And to not believing the Henry Ford hype [building a faster horse.]"
1) Encourage feedback. [Many] businesses don’t want anything to do with you after you’ve paid. …when you get a question, suggestion, or request, provide a good answer, and say “Keep it coming."
2) Minimize distance between support and product development. ….when a request comes in, it’s easy and natural to pass that request on to whomever actually has the power to implement it. If it gets unstructured, put it into a weekly ideas/improvements/feedback discussion.
3) Facilitate for feedback. Giving feedback should be easy. Make the support form(s) easily accessible. Don’t hide them away to avoid customer nagging. ….Nagging is good. Change the internal name from “Customer Service” to “Sales and Product Development”, if that’s the visible change you need. Feel free to add “Ninja Team” or whatever… ….you owe them not to get snobbish about how they’re “permitted” to contact you.
4) Answer (quickly), and ask for more. Waiting for a reply is annoying. Not getting a reply at all angers people so deeply that they’ll go through fire and ice to tell the world how much you suck. Answer, and if you answer late, apologize for it.
…Say what went wrong, without lying, and without complicating things …And then ask for more feedback. This one’s really great. They might have yelled at you, and now you’re inviting them to yell some more?! Try it, they’ll open up like never before.
5) Make their feedback worth their time ….thank them, and let them know that it’s going…. And when/if you implement it, follow up on it, and let them know that it’s now live, thanks to them. Surprise people by showing that you actually appreciate their feedback.
As for all Scoops, click on the photo or title to see the full article.
Related posts by Deb:
- Stay in touch with the monthly Best of the Best news, taken from Deb's 9 multi-gold award winning curation streams. Preview it here,via REVELN Tools.