New Year's Resolution #2: Mine Your User Feedback For Golden Opportunities

HOW TO USE CUSTOMER INPUT TO INNOVATE AND DIFFERENTIATE IN 2021

What do you do when one of your customers—formally or informally—gives you feedback? Do you file it away for later and forget about it, or do you take steps to evaluate its potential?

For Liongard’s Colin Hendricks, VP of Engineering, and Matt Miller, Director of Product Management, the answer is easy: you take that nugget of information and examine it closely to see if you’ve just been handed gold. Real-world feedback from your customers has the potential to differentiate your company and elevate processes, service and customer satisfaction, if you take the right steps to obtain, filter and act on it.

“Customers are smarter about their needs, being closer to their day-to-day wants, problems and pain points,” Miller says. “The effect of not listening to customers is potentially missing key insights about how the product or service could be better, or ways you’re adding value that you hadn’t considered before.”

If you’re not using customer feedback to its full potential, make it a New Year’s resolution to do so this year.