5 types of negative customer feedback (who should you listen to)
TRANSCRIPT
YOU KNOW WHAT’S THE MOST IMPORTANT THING I LEARNED ABOUT NEGATIVE FEEDBACK?
It’s not always as useful as you’d think!
NO MATTER HOW GOOD YOUR PRODUCT IS, YOU CAN’T
PLEASE EVERYONE!
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ALL GOOD, BUT HOW DO YOU MAKE THE DIFFERENCE BETWEEN
Useful negative feedback
Useless negative feedback
TO MAKES THINGS A BIT EASIERWe’ve divided negative feedback
into 5 categories
with examples taken from comments on this promo video for Slack: CLICK HERE FOR VIDEO
Seriously? What the hell is that supposed to even mean?
What to do with haters feedback ?
1. Ignore it2. Forget about it
How to spot haters gonna hate feedback?
It’s usually shorter than your average feedback
It doesn’t leave any room for improvement
It doesn’t come from customers
2 NOT YOUR TARGET AUDIENCEfeedback
crazy concept, but when you work in an “in office” environment, you get up and talk with people, keep meeting notes, have a central
server for files, etc… You seriously need an aggregator (yet another one I might add) to do that? Remote setups?
Maybe.
“”
Ok this makes a lot of sense… But tons of Slack customers do
use the product this way.
What to do with not your target audience feedback ?
1. Carefully read it2. Reply by explaining your vision or suggesting an alternative product if relevant
How to spot not your audience feedback?
It goes against your core value or unique selling point
It would require you to totally change your strategy
It doesn’t come from customers
It clashes with comments from your actual users
3 CASE-BY-CASEfeedback
“There is nothing new. In our work team we usually use WhatsApp (and yes, it haven’t
good file transfer). Also, for communications with my colleagues i use Telegram, which
have excellent file transfer even on worst and gov’t filtrated internet connections. So, what additional capabilities provides your Slack?”
“”
This user could use Slack to have 1 tool instead of 2 but this is still really specific feedback
What to do with case-by-case feedback ?
1. Determine if it comes from a customer or potential buyer2. Give the user a tailored answer3. Determine if the feedback can be useful at a larger scale
How to spot case-by-case feedback?
It is really detailed and specific
It’s something you know won’t benefit a large number of users
It comes from customers or potential users
4 ALL GOOD, BUT…feedback
I just wish the Android app was more snappy. Takes looong to load incoming
messages. But yeah; Slack is awesome :) “ ”
This is excellent feedback I’ve actually read from several Slack
users.
What to do with all good, but…feedback ?
1. Tell the customer what you are doing to solve the problem2. Implement the feedback3. Follow up with customers about it
How to spot all good, but… feedback?
It comes from actual customers who like your product
It’s something that would benefit a large number of customers
It’s usually put nicely but it doesn’t mean it’s not negative
It suggests an improvement not a complete change
5 ROUGH DIAMONDfeedback
Ok but, what about an app demo? The utilities and practical use? The video show
nothing…“ ”
It could be confused with haters or not your target audience
feedback. The difference is, it can actually be helpful.
It could be confused with haters or not your target audience
feedback. The difference is, it can actually be helpful.
What to do with rough diamond feedback ?
1. Study the problem (not solution) the customer is mentioning 2. Find an alternative solution3. Follow up with the customer about it
How to spot rough diamond feedback?
It points out a real problem or pain point
You can’t really apply the solution suggested as is
It makes you wonder «Why does he/she thinks that?»
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