This is an excerpt from a talk being developed for SXSW 2016
Customer feedback is a gift. Of course, the problem with gifts is you don’t always want the item under the wrapping paper. Sometimes you get a shiny new toy and sometimes you get an ugly sweater...or something worse. Customer feedback is no different in this regard, but handling it well can result in happier customers and better products.
In this session, we’ll look at each of the different types of feedback that customers provide about the products we build. We’ll identify the value in each kind of feedback, and explore the challenges that come with them. We’ll also review tools and techniques one can use to encourage customers to share their most valuable insights.