User feedback is never perfect. Customers have unrealistic expectations or niche use cases. They may not realize the effort that goes into changing your product. Still, their feedback is valuable. They are the ones using your product. So, they have a great perspective on how it could be better.
Without feedback, a company will never know if customers are getting value out of their product. Without knowing if they're getting value, the product and go-to-market teams won't know if they're nurturing loyal customers (not to mention being able to measure customer retention and customer health).
According to Gartner, "customers' salient experiences with the company heavily influence their long-term switching behavior and reflect the true drivers of loyalty." How does one find out what their salient experiences were? Customer and/or user feedback.
Giving people a way to voice their opinions can also help you develop a positive relationship with them. When customers know you care about what they have to say, they are more likely to invest in your offer and be more willing to help you improve it. This is how you build a community of people who are loyal to your company in the long run.
It's important that you don't ignore user feedback. When users provide feedback, they expect you to do something with it.
Users Notice When You Don't Act On Feedback
Users feel they're doing you a favor by giving you their feedback—and they are! When those ideas disappear into a void, giving you that feedback becomes a waste of time, both for them and for you.
Our customers are a reliable source of feedback - even those who submitted posts that were ultimately rejected.
So trust your users, keep them in the loop, and make feedback a priority. It pays dividends in more ways than one.
Producter is a product management tool designed to become customer-driven.
It helps you collect feedback, manage tasks, sharing product updates, creating product docs, and tracking roadmap.