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Centralizing Customer Feedback
Early in my product career, customer feedback came from everywhere. A customer would mention something during a call. Support would raise a ticket. Sales would send a message in Slack. Someone from Customer Success would mention a recurring complaint in a meeting. The problem wasn’t a lack of feedback. The problem was that nobody had…
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Customer Feedback and Product Roadmap Prioritization
One of the easiest ways for a Product Manager to build a roadmap is to look at customer requests and count how often each request appears. Ten customers want Feature A. Three customers want Feature B. Feature A goes to the top of the roadmap. It sounds logical. But product prioritization is rarely that simple.…
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Usability Testing and VoC
One thing I’ve learned about Voice of Customer research is that customers don’t always have the right words to describe what is wrong. They might say a workflow is confusing. They might ask for a new button. They might say a feature is difficult to use. But sometimes the most useful insight comes from simply…
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VoC in Early-Stage Product Discovery
Early in a product’s life, there is a temptation to start building as soon as you identify a problem. You talk to a few potential customers, hear an interesting idea, and suddenly the roadmap starts taking shape. But one of the biggest advantages of Voice of Customer research is that it can help you slow…
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Should the Loudest Customer Get the Loudest Voice?
One of the hardest things for Product Managers is deciding what to do when a customer is very vocal about a problem. They send emails. They join calls. They escalate issues. They repeatedly ask for the same feature. And because they’re persistent, their request starts getting a lot of attention internally. But there’s an important…