We constantly tell our customers that their opinion matters. They receive surveys after implementation, once they go live with the product, when they’ve contacted support … we are constantly telling them that we want their feedback. They know we are listening. But how do they know we hear them? (Yes, there is a difference, as is clearly spelled out in this White Men Can’t Jump scene.)
Two words – community ideas. While we still send surveys to our customers, we use the community for all product-related feedback. Do you need additional functionality? Want to tweak how something works? Let us know online, publicly. Now we’re accountable to the entire customer base. Like I tell my Mom (and you should probably tell your kids) – the internet is forever.
Our product managers are really active in the community, accounting for most of the conversation around ideas. They’ve tweaked the topic statuses to mean specific things for our product development process.
Under Consideration – This is an idea we’re interested in (read: think is awesome) and have begun researching. They offer different scenarios of how the idea could work, post links to set up calls with customers, and share mock ups of the new feature to get customer feedback.
Planned – This idea is being built or is ready to go. You’ll be seeing it in the next release or two.
When we switch ideas over to implemented, we go beyond just updating the community post. We have links on our new features page, letting customers know just how many (and which) of their ideas we used. We also highlight it in all our release communications.
Customers can see we take their advice and put it to good use – in the last year we’ve implemented 70 customer ideas … and have about 150 more we’re thinking about. They know we aren’t just listening; we’re hearing.