2024 Customer Feedback Resolutions for Product Teams

It's 2024 and every product team is listening to their customers. But, listening to customers isn't enough to drive value from the feedback that's shared. We came up with a list of resolutions that product teams should follow when it comes customer feedback in 2024. Read on to learn more!

‍

🛑 Stop manually tagging feedback

Are you still manually tagging Zendesk tickets or reviews? Stop! Manually tagging feedback is a chore, and there are more downsides - it is inconsistent, often un-actionable, and requires ongoing maintenance.

✅ Do automate your feedback taxonomy with AI

• Customize and fine-tune your taxonomy to your product's terminology
• Train models to produce granular and actionable insights
• Make it consistent across all sources and languages
• Take advantage of automatic updates as your product changes

Check out this article Manually Tagging Customer Feedback is Ridiculous.

🛑 Stop trying to analyze feedback in separate channels

It's not enough to collect or know where your customer are providing you with feedback. If you're still trying to analyze feedback in different channels you're wasting time and leaving money on the table. never get the complete picture.

✅ Do analyze customer feedback with the help of LLMs

Save your team time and get an accurate view of your customers to:

• Consolidate and give your customer feedback a structure
• Understand the context of customer feedback

Check out this post How to Analyze Customer Feedback for some actionable advice.

🛑 Stop thinking about customer feedback as an afterthought

It's not enough to collect customer feedback. The utilization of feedback to drive prioritization and strategy should always be top of mind.

✅ Do think about customer feedback as a "moat," AKA your competitive advantage.

Enabling your team to learn from customer pain is critical to building a long-term competitive advantage and a successful product. AI can make feedback your competitive advantage a lot faster. Here's advice from our CEO on how you can treat Customer Feedback as a Moat.

🛑 Stop looking at feedback in one dimension

If you're analyzing feedback just by volume of requests- it’s not enough and you're ignoring the fact that feedback should be measured and understood based on impact.

✅ Do understand feedback based on impact to ensure you’re making the highest leverage investments

Feedback should be understood based on the revenue impact of product investments. By mapping your customer feedback across all sources to the system of record for user/account/revenue data, you'll be able to to answer questions that matter like:

1. How many unique accounts have requested a given improvement across all feedback sources (Sales calls, support tickets, in-app feedback)?
2. How can I sort customer complaints about Feature X by the sum of revenue impact based on unique users/accounts?

Learn how Apollo.io connects feedback to revenue to drive product prioritization in this clip featuring Apollo.io's CPO.

If you want help with any of these resolutions in 2024, Enterpret can help! Join companies like Notion, Canva, Loom, Apollo.io who prioritize customer feedback to drive product decision and roadmap. Get in touch we love to chat about how Enterpret can help you reach and surpass your 2024 goals.