Product development is dynamic and constantly shifting based on all different inputs. The voice of the customer is a beacon that guides teams towards innovation and improvement. However, amidst the clamor for attention, it’s crucial to decipher the right signals from the noise.
The art of effectively utilizing the customer feedback loop can make or break a product’s journey. Let’s explore harnessing the power of customer insights, focusing on the quintessential question: “How do I focus on the right customer feedback?”
Understanding the Customer Feedback Loop
A customer feedback loop is a strategy that involves gathering user input, analyzing it, and using the insights to refine the product. It’s a continuous process that aims to elevate the user experience and more efficiently meet customer needs.
The Pitfalls of Surface-Level Feedback
It’s easy to get swayed by the most vocal users or apparent everyday issues with the product. Amanda Sanchez points out that product teams often fall into the trap of overemphasizing these aspects, which can lead to several pitfalls:
- Spotlight on Surface Issues: By focusing on the most apparent problems, teams might overlook underlying issues that could have a more significant impact.
- Over-Indexing on Vocal Minorities: A small, vocal group of users can overshadow the silent majority and skew the team’s perception of what’s important.
- Distraction from Core Objectives: Getting caught up in immediate usability concerns can lead teams away from the product’s fundamental goals.
These issues are usually addressed by diving into UX research and developing usability fixes. The problem with this issue/solution cycle is that you don’t often get to the source of why these issues are happening.
Dealing with a Backlog of UX Issues
A substantial backlog of UX issues can be a red flag. It may indicate that the product team has not addressed what truly matters to the customer. It’s a sign to revisit and realign the customer feedback loop with the customers’ core objectives.
Diving Deeper with Product Discovery
While UX research is invaluable in identifying usability issues, it may not always reveal the root causes. Product discovery goes a step further by delving into customers’ underlying problems. It’s about understanding the “why” behind the “what.”
Managing Feedback Effectively
To steer clear of these pitfalls and focus on feedback that matters, here’s a strategic approach that Amanda recommends:
- Probe the ‘Why’: Don’t just catalog feedback; analyze it to understand the reasons behind the issues users are experiencing.
- Selective Listening: Not all feedback is created equal. Prioritize insights from users that align with your target audience and business goals.
- Focus on Key Business Problems: Concentrate on feedback related to pivotal issues affecting the product’s market success.
Addressing the pitfalls of surface-level feedback requires a multifaceted approach. Here’s how teams can tackle these issues with the suggested solutions:
1. Spotlight on Surface Issues
Solution: Probe the ‘Why’
Teams often gravitate towards the most visible problems — a glitch here, a hiccup there. But what if these are just symptoms of a deeper malaise? To counter this, teams must become feedback detectives, probing beyond the “what” to uncover the “why.”
By employing techniques such as the Five Whys analysis, teams can trace a problem back to its root cause. This method involves asking “why” five times or more until you uncover the underlying problem. The insights gained from this can lead to more effective and long-lasting solutions that go beyond just quick fixes.
To illustrate this, we’ll use an example from SkinSavvy, an innovative skin treatment alternative that leverages UV light and patented technology licensed for use through on-site retail locations. SkinSavvy sent a survey to a sample of customers who offer the treatment as a service. First, we asked a closed-ended question, “How would you describe the level of activity in your business over the past 3 months compared to last year?”
Then, we used a qualitative follow-up question to ask why they believe the level of activity in their business changed or remained the same. Below shows an open-ended response that showed how the SkinSavvy treatment had a positive business impact.
This customer feedback loop helps the SkinSavvy team stay connected to customers and iterate on their product. Each sample of quantitative data that SkinSavvy collects through Helio can be accompanied with the follow-up questions to provide the ‘Why?’ information that are key to driving business decisions.
2. Over-indexing on Vocal Minorities
Solution: Selective Listening
The loudest voices aren’t always representative of the majority. Teams can correct this bias by practicing selective listening. This doesn’t mean ignoring feedback, but rather weighing it according to its relevance to your target audience. It’s about distinguishing between the noise and the signal.
Use data analytics to quantify feedback trends, segment the user base into personas, and focus on those that best represent your core user group. This ensures that the feedback acted upon aligns with the needs of the majority and the product’s strategic vision.
In the SkinSavvy example, we asked respondents how long they have been a customer:
Then, SkinSavvy used Global Report Filters, a quantitative tool, to isolate respondents who had been a customer for between five and nine years.
This customer segment was almost 10% more likely to use email as a marketing tool to promote the SkinSavvy treatment to their own customer base.
SkinSavvy knows that their +/- 5-year customer demographic are typically their primary spenders and a significant amount of their customer base at 30%. Identifying these communication preferences with their end-users will help SkinSavvy provide materials that more efficiently market their product through email and word of mouth.
3. Distraction from Core Objectives
Solution: Focus on Key Business Problems
When the day-to-day issues start to cloud the bigger picture, it’s time to zoom out. Instead of scattering efforts on each and every piece of feedback, teams should prioritize those that are tied to key business problems. This means establishing a clear set of objectives and metrics that define success and aligning the feedback loop with these goals.
Feedback should be filtered through the lens of its impact on these objectives. Does it affect customer retention? Will it influence the user acquisition cost? If the feedback doesn’t serve these higher goals, it may not be worth pursuing immediately.
SkinSavvy asked customers, “How has your client’s spending changed in the past 3 months?” to which more than 40% indicated that spending has decreased. This could be due to a number of factors ranging from the effectiveness of SkinSavvy’s treatment to less disposable income thanks to unfavorable economic conditions.
In any case, SkinSavvy now knows this might be a customer pain point to overcome, whether with new marketing campaigns, promotions, or something completely new.
Customer Feedback Loop Checklist
Setting up an effective feedback loop in your company that genuinely informs you about the state of your product and customer satisfaction can lead to enormous growth, but involves several deliberate steps. Here’s a check-list of steps you can take to dive deeper into your discovery process.
1. Define Clear Objectives- Define what you aim to achieve before soliciting feedback. Are you looking to improve usability, increase engagement, or reduce customer churn? Clear objectives will guide you on the type of feedback to collect and the questions to ask.
2. Map the User Journey- Understanding the user journey is crucial. Map out each customer interaction stage with your product to identify critical touchpoints for feedback collection. This ensures you’re asking the right people the right questions at the right time.
3. Choose Appropriate Feedback Channels- Choose channels your customers are most comfortable using, whether in-app surveys, email questionnaires, social media, or direct interviews. The easier it is for them to provide feedback, the more likely they will do so.
4. Craft Targeted Questions- Ask specific, targeted questions related to your objectives and the user’s experience at the particular journey stage. Avoid vague questions that could lead to ambiguous feedback.
5. Prioritize Feedback- Not all feedback is equally valuable. Implement a system to prioritize feedback based on its potential impact on user experience and business goals. This can help prevent the backlog of issues and ensure that critical feedback is acted upon promptly.
6. Analyze for Actionable Insights- Go beyond collecting feedback; analyze it for actionable insights. Use qualitative data analysis to understand the underlying reasons for user frustrations and what changes would make the most significant impact.
7. Implement Changes Strategically- Decide which changes to implement based on the insights gained. Not everything can or should be addressed immediately. Use your business objectives and user journey map as guides for what to prioritize.
8. Close the Loop- Inform those who provided feedback about your changes. This transparency shows that you value their input and are committed to improving the product, fostering a sense of community and loyalty.
9. Monitor and Iterate- A feedback loop is not a one-time setup but an ongoing process. Continuously monitor how the implemented changes affect the user experience and business metrics, and be ready to iterate based on what you learn.
10. Foster a Culture of Continuous Discovery- Encourage every team member to look for user feedback and understand its value. A culture promoting continuous discovery can anticipate user needs and respond proactively.
Closing the Customer Feedback Loop
Focusing on the right customer feedback is not about listening to everyone but about listening to the right ones. It’s about diving deep into the customer psyche and aligning your product with their true needs and objectives. By mastering the customer feedback loop, product teams can ensure that they are not just fixing problems but are proactively shaping products that resonate with the market.
If you want help closing the customer feedback loop within your organization, talk to an expert. Together, we can help spread the ideas of continuous discovery to your team, helping you build something your buyers *truly* want.