Why You Should Attend to Customer Feature Requests
Customers are less tolerant. They are prepared to take a stance if they taste a poor quality service experiences .
Customers are less tolerant. They are prepared to take a stance if they taste a poor quality service experiences .
Do you know why customers give you feedback and what they expect in return? A large chunk of customers who provide reviews, enjoy offering feedback and making a difference.
Stats ahead. Read carefully
A section of customers feel that they are a part of the company and want to help it become better and succeed. Most customers give feedback because they want to express their opinion (64%). More importantly, 57% do so to let companies know where they were doing poorly or while 49% still bothered to let companies know where they were performing well according to a whitepaper by TFM Insights.
Think about it again. Your customers want you to do good and most importantly they want you to help by sharing their experience. Still do you think it is wise to not attend customers who provide you with valuable insights?
Didn’t you ever heard of —
“Step 1 is to build something that users love.”
– as mentioned by Sam Altman
and
“A lot of good on paper startups fail, because they nearly make something that people like.”
and
“It’s better to build something that a small number of users love, than a large number of users like.”
or
“The product that wins is the one that bridges customers to the future, not the one that requires a giant leap.”
– Aaron Levie, co-founder of Box
or
“We must learn what customers really want, not what they say they want or what we think they should want.”
– Eric Ries , author of The Lean Startup
So the point is, it’s all about users. So when those same users are appreciating or abusing your products
When I see some of my suggestion emails are not answered, Review of other customers with good feedbacks are not attended I really wonder what do you guys fucking think you are????
I remember once a user of Basket told me when I replied to his long email on feature improvement suggestion that, he is amazed to see someone really reading his email and replying it back. He never got any answer from any other companies after providing suggestion, except a automatic reply in some case with email id like noreply@appname.com. You see he was amazed! He was a sincere user ever since.
Another incident I can recall is how happy a user was when he saw we actually listened to him and implemented a feature that he suggested. It not only helped him but also helped us to make the product better.
Nuff said. If you think this article was somehow relevant or helpful to you, I think you will like —
- What to keep in mind while communicating with your customers
- 6 proven ways to win over your customers and made a lasting impact
Thank you,
Ranit Sanyal
