The Value of Customer Feedback
provide your business with tremendous insights about what
need, want, care about and value most. Collecting customer feedback helps
solve their problems,
create more and lasting value
to them. It can help you understand
what’s working and what’s not working so that you can build on what’s
working and discontinue or fix what’s not.
value innovation is not a one-time event or a slogan, it's a philosophy
and a mindset. You should live this principle daily. Analyze customer
comments, including comments made in
social networks, to gain insight and leverage customer
feedback to ensure success.
live your customers' life, watch how they use your product to learn what
works and what doesn't work.
taking. Involve everyone. Require every person, regardless of their position
to spend time on customer contact and services activities. Help your
employees to understand the customer's needs by involving them in
to customer feedback after a
new product launch. Ask all your employee to get on board with
customer-driven innovation. Ingrain it in your operations so deeply that is
becomes a part of DNA of your company...
Many search engine companies tried to dominate
the market place, yet
Google emerged as the
Internet’s strong number one
search engine within quite a short time frame. What is the reason for
Google’s remarkable success? Market feedback is the answer. Google launched
a less than perfect service into the market place to start getting market
feedback. The feedback sparked off the virtuous circle of
surveys are a good way to gather key information about how well your
company has met customer expectations, how your company's performance
compares with the
competition, and how you could
your company's process to better serve the customer's needs...
Successful Startup Firms
"Looking over its portfolio, one
venture fund analyzed the characteristics of companies that had become
become successful," writes Terry Collison. "In all but one case, the
of every successful company had previously "carried a bag" (i.e., had had
experience in actually calling on prospects and customers). And in all
but one case, the CEO of every successful company had actually called on
deal-targeted companies as a basis for creating the company's
marketing program. The information and candid feedback that can be
provided by prospective customers is invaluable. Access may be easier than you
might imagine. Yes, sometimes even
before you have either a product to sell or even have formed the company."...
New Technology Development: Dealing
Fuzzy Front End
feedback with your own understanding of the technology potential.
to your current customers, but don't always believe them. Often the benefits
of new technology move faster than your current customers are willing to
accept. Remember however that although customers can be overly conservative,
technology push by itself rarely wins...
Notions of Innovation
"Some companies think of design as an art. We
think of design as a science. It doesn't matter who is the favorite or how
much you like this aesthetic versus that aesthetic. It all comes down to
data. Run a 1% test [on 1% of the audience] and whichever design does best
against the user-happiness metrics over a two-week period is the one we
launch. We have a very academic environment where we're looking at data all
the time. We probably have somewhere between 50 and 100
running on live traffic, everything from the default number of results to
underlined links to how big an arrow should be. We're trying all those
different things," says Marissa Mayer, a Google's Top Manager...