Ask IH: How do you satisfy your customers?
Hey guys,
Just curious to know how you managed to gather your most valuable feedback in order to satisfy your customers or users? 🤝
We have our way of thinking at Feedier and we wrote this extensive guide that you might want to give a read: http://pxlme.me/KfGNCybM! 😎
Any feedback is appreciated btw!
Hey Baptiste!
This isn't a personal account of gathering user insight, however I think it's still a great note to share.
We actually recently had Rian Van Der Merwe, Postmark's product manager, on our podcast. It was just a conversation between Rian and Matt (Churn Buster CEO) that ended up being so thorough and interesting, they hit record on it so we could repurpose it into an episode.
Rian talked about how they conducted hundreds of Switch interviews and how that feedback helped create their roadmap for product development.
Rian and his team interviewed customers who switched to Postmark from their competitors AND users who switched from Postmark. They were focused on gaining feedback on two important things: 1 is people who recently switched to Postmark, because obviously for them the progress-making forces were stronger (i.e. the pull to change to a new product were stronger than the hindering forces to stay with their current solution). But then also people who have switched away from Postmark, to try to understand what was the compelling thing about our competitors that came up.
Rian says "The switch interviews, they’re on going, they’re part of this larger jobs to be done, framework that we try to follow, but this diagram is central to my understanding of our product, and how to get people to switch to us, or to prevent them from switching away from us. We obviously need to make sure that we don’t push them away, and that they have strong allegiance to our product."
Switch interviews are a great way to learn a lot about your customers and your product: where it excels, where it falls short, and where it stands within the market.
Dropping a link below to the full conversation. Rian shares some awesome insight into how they not only gathered the feedback, but used it to better the product.
https://churnbuster.io/blog/how-postmark-does-switch-interviews-with-rian-van-der-merwe/
Great question and also great guide! So thorough and helpful.
This comment was deleted 6 years ago