Everyone wants to understand their customers. We all want to dig deep, really understand what triggers them to buy, and how we can solve their problems. You know you’re doing something right when your product becomes a necessity.<\/p>\n\n\n\n
But how do you get there? How do you move past being “another SaaS tool” and become a tool people rave about?<\/p>\n\n\n\n
We’ve found that the best way is to ask our users. It sounds simple, and it is when you have the proper setup.<\/p>\n\n\n\n
After you ask, make sure to listen<\/em> to the response. It’s easy to skip this step!<\/p>\n\n\n\n Let’s dive into the customer feedback strategy to help you maximize this valuable resource.<\/p>\n\n\n\n\n\n People love submitting reviews. You probably love doing it too, especially when something goes wrong. There’s something cathartic about putting your thoughts and opinions out there.<\/p>\n\n\n\n What can you do about customers’ online reviews? And especially negative feedback? Well, you can start by controlling the narrative.<\/p>\n\n\n\n Reviews are just one form of feedback, but they illustrate the point well.<\/p>\n\n\n\n Customer feedback is any commentary your users share about your product and their customer experience. Feedback can come from:<\/p>\n\n\n\n To make sense of all the feedback, product managers create a strategy and utilize customer feedback programs.<\/p>\n\n\n\n Here’s what we recommend to make sure your customer feedback strategy is sound and beneficial.<\/p>\n\n\n\n Ask yourself:<\/p>\n\n\n\n Collect feedback, but do it for the right reasons. That’ll set you up for success.<\/p>\n\n\n\n How do you know which feedback channel to focus on?<\/p>\n\n\n\n Think about where you currently communicate with your customers. And, more importantly, where do you tend to get the most engagement? This can vary from customer to customer. <\/p>\n\n\n\n If your users never check their emails but are very active in a chatbot, send an invitation to leave feedback there.<\/p>\n\n\n\n If some users love talking about your tool on Twitter, join those conversations and ask for feedback there (you can make the conversation private).<\/p>\n\n\n\n Think about not just your current users, but also potential customers. And try to be where they are. It’s the best way to really connect with them and discover their needs.<\/p>\n\n\n\n For example, potential customers (or leads) can mention something during sales calls. So take note of those ideas.<\/p>\n\n\n\n You also won’t know until you try. So test out several channels to determine what’s right for your audience.<\/p>\n\n\n\n Whatever you choose, keep all the data in one place. You can start with a spreadsheet, an idea board, or a feedback board like Canny. But avoid having all feedback in different places. It’ll get too complex very quickly. Plus, you won’t be able to quantify how many people request similar features.<\/p>\n\n\n\n With a system like Canny, you can invite your users to submit ideas and add votes to existing ones. You can also vote on behalf of your users and prospects.<\/p>\n\n\n\n Collecting, organizing, and making sense of feedback is easy when you have a proper setup. You won’t need to scramble to get feedback into one place or struggle to understand and derive any valuable insight from it. Canny helps you do all that.<\/p>\n\n\n\n <\/p>\n\n\n\nWhat is customer feedback?<\/strong><\/h2>\n\n\n\n
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Customer feedback strategy<\/strong><\/h2>\n\n\n\n
Set clear goals<\/strong><\/h3>\n\n\n\n
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Choose the right channels<\/strong><\/h3>\n\n\n\n
Get all data in one place<\/strong><\/h3>\n\n\n\n
Pick a feedback management system<\/strong><\/h3>\n\n\n\n