How and when to collect feedback?
Feedback collection cannot be kicked off only when we hit a problem, such as if we see a volley of complaints and someone higher up tells us to find out what’s going on. We explore possible interaction analytics that can be hooked up. We explore feedback collection tools. We even send out surveys. We clamor for a conversation with consumers and so on. This, needless to say, is the most ineffective way to approach product feedback. We must consider every opportunity to understand how consumers perceive our product. There are two aspects to this:
- What external channels can we leverage to gain these insights?
- What feedback channels can we build within the product?
External feedback channels
Sales and customer support ...
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