Innovation Feedback Systems

It is so important to understand and utilize the voice of your customer (VOC). The VOC is esentially the feedback, opinions, preferences, and expectations of customers about your product, service, or brand. We are taught very early on in #leanmanagement about the importance of understanding and integrating customer feedback, needs, and preferences into the product or service development process. Why? Because VOC helps ensure that products or services align closely with what customers truly want and value, reducing waste, increasing quality and increasing customer satisfaction. Many companies collect data...lots of it...but leave out the crucial step of analyzing this collected data, identifying patterns, and drawing actionable insights. Also, they collect data far too late, often after the work has been done instead of getting input at the start of the creative process. So, here are a few guidelines to help you make the most of your customer voice: 1️⃣ Gather VOC at every critical stage: pre-development, during development, post launch and at critical touchpoints. 2️⃣ Identify Patterns and Prioritize Issues: Group similar content and determine which issues or suggestions are most frequently mentioned or have the most significant impact on customer satisfaction. 3️⃣ Contextualize Feedback: Consider when, where, and how the feedback was provided to better interpret its significance. 4️⃣ Quantify Feedback: Assign metrics or scores where possible to quantify feedback. This helps prioritize improvements based on the magnitude of impact. 5️⃣ Root Cause Analysis: Dig deeper to understand the root causes of recurring issues. Sometimes, the stated problem might not be the actual underlying issue. 6️⃣ Link Feedback to Action: Connect the feedback directly to actionable steps. Develop strategies or changes that directly address the issues raised by customers. 7️⃣ Continual Improvement: Use feedback not just for immediate fixes but as part of an ongoing process for continuous improvement. Regularly revisit feedback to track progress and make further adjustments. What other tips can you add?? #voiceofthecustomer #lean #qualitymanagement #customerfeedback #customersatisfaction Image Source: Lucidchart

As Product Managers it’s so easy to loose trust if features on the roadmap are not prioritised correctly. Here are 5 prioritization frameworks and when to actually use them: 1. RICE (Reach, Impact, Confidence, Effort) ✅ Use when: You have multiple ideas/features and want to prioritize based on expected impact. 📌 Best for: Growth experiments, new features, MVP ideas 💡Tip: Confidence % is often biased calibrate with data! 2. MoSCoW (Must have, Should have, Could have, Won’t have) ✅ Use when: You’re working with tight deadlines and multiple stakeholders. 📌 Best for: Sprint planning, product launches 💡Tip: Don’t let every stakeholder label everything as “Must have.” 3. Kano Model ✅ Use when: You want to balance delight with functionality. 📌 Best for: Customer-facing products 💡Tip: A feature that delights today might be expected tomorrow. 4. ICE (Impact, Confidence, Ease) ✅ Use when: You want a quicker version of RICE for fast decision-making. 📌 Best for: Rapid prototyping, early-stage prioritization 💡Tip: Use ICE when you don’t have a ton of data but still need to move. 5. Value vs. Effort Matrix ✅ Use when: You want to visualize trade-offs with stakeholders. 📌 Best for: Roadmap discussions, stakeholder alignment 💡Tip: Plot features on a 2×2: * Quick Wins (High value, low effort) * Strategic Bets (High value, high effort) * Time Wasters (Low value, high effort) * Fillers (Low value, low effort) So which one should you pick? Use RICE when you’re in a data-driven company. Use MoSCoW when time is tight and alignment is tough. Use ICE when you need speed > accuracy. Use Kano when delight matters. Use the Value/Effort Matrix when people keep asking, “Why this first?” 📌 Save this for your next prioritization war. 💬 Tried any of these at work? Drop your go-to framework in comments! #productmanager #job #PMjobs #learning #frameworks

I'd like to discuss using Customer Feedback for more focused product iteration. One of the most direct ways to understand customers needs and desires is through feedback. Leveraging tools like surveys, user testing, and even social media can offer invaluable insights. But don't underestimate the power of simple direct communication – be it through emails, chats, or interviews. However, while gathering feedback is essential, ensuring its quality is even more crucial. Start by setting clear feedback objectives and favor open-ended questions that allow for comprehensive answers. It's also pivotal to ensure a diversity in your feedback sources to avoid any inherent biases. But here's a caveat – not all feedback will be relevant to every customer. That's why it's essential to segment the feedback, identify common themes, and use statistical methods to validate its wider applicability. Once you've sorted and prioritised the feedback, the next step is actioning it. This involves cross-functional collaboration, translating feedback into product requirements, and setting milestones for implementation. Lastly, once changes are implemented, the cycle doesn't end. Use methods like A/B testing to gauge the direct impact of the changes. And always, always return to your customers for follow-up feedback to ensure you're on the right track. In the bustling world of tech startups, startups that listen, iterate, and refine based on customer feedback truly thrive. #startups #entrepreneurship #customer #pmf #product

When was the last time you spent dedicated time listening to your customers? What are they saying about your product on platforms like the Google Play Store? For me, these aren’t casual questions—they’re vital for staying connected to what truly matters. I believe that genuine customer listening opens up a goldmine of insights. While metrics and KPIs show the business’s health, the real insights for growth, innovation, and loyalty come from our customers. Here are some key points that we've embraced at CarDekho & tips which can benefit you as a founder- 𝗘𝗻𝗴𝗮𝗴𝗲 𝗥𝗲𝗴𝘂𝗹𝗮𝗿𝗹𝘆: Feedback is not just something to review once in a while. I make it a habit to check in with our users daily—because those insights help refine the product and drive success. 𝗧𝗮𝗸𝗲 𝗚𝗿𝗼𝘂𝗻𝗱 𝗧𝗲𝗮𝗺 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Meet your ops teams regularly. They're the key customer-facing advocates and know about the challenges and opportunities. I make sure to meet the on-ground team every month and discuss the customer reviews and actions and implement them accordingly. 𝗧𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆 𝗮𝗻𝗱 𝗧𝗿𝘂𝘀𝘁: Build trust through transparency, especially regarding pricing, policies, and data handling. By being open and honest with customers, CarDekho has created a more trustworthy brand image, which has been key in retaining customers. Our team has been at the forefront of delivering exceptional customer experience which has helped us to achieve a consistent and upward (NPS) across our group companies. 𝗚𝗮𝘁𝗵𝗲𝗿 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 & 𝗔𝗰𝘁 𝗼𝗻 𝗜𝘁: Sometimes a single review or feedback can reveal more than hundreds of metrics. A recent user pointed out the confusion around EMI calculations, which led us to make a small tweak that significantly improved the user experience. If you are a founder or an aspiring entrepreneur remember that a true understanding comes from consistent listening. Making it a habit to connect with customers and hear their experiences firsthand not only strengthens the product but also builds loyalty and trust. In the end, our customers often tell us what we need to know; it’s up to us to listen closely and act thoughtfully. 😀 #CustomerExperience #ProductInnovation #Entrepreneurship #StartupTips #CarDekho

How do you and your teams synthesise and select which customer needs or pains to progress in your #product, #design, or #innovation projects? Imagine you've just completed some great customer discovery research, including observing, interviewing and being the customer. You've built some good empathy for who your customers are, what is important to them, what pains them, and what delights them. Then you unpack your findings into some form of empathy map, and you've got 100s of sticky notes everywhere. You've then started to narrow them down to the most promising and interesting observations, but this still leaves you with a sizeable collection and you want to add some rigour to your intuition on which ones to take forward first. Well, here are 3 different methods that I’ve used and iterated over the years: Number One – The Opportunity Scale This first one is the simplest and is inspired by how Alexander Osterwalder et al rank jobs, pains and gains in their book Value Proposition Design, 2014. As a team, you take your short list of observations from your empathy map and rank them from how insignificant/moderate to how important/extreme the need/pain is for the customer with the most important/extreme being prioritised to explore further first. Number two – The Opportunity Matrix A The opportunity matrix increases the rigour and confidence of your prioritizing by adding ‘strength of evidence’ as another dimension. Strength of evidence at this stage of journey can be determined by the number and type of data points. For example, if you heard from several customers that a pain point was extremely painful then you could be more confident this was worth solving than one highlighted by only one customer. Likewise, observing customers do something provides stronger evidence than customers saying they do something. Here you prioritise the most important needs with the strongest evidence first. Something to watch out for is when your team selects an observation that has strong evidence but isn’t that important of a need or pain to customers. Teams can be blinkered by numbers and end up over-investing in time wasting-opportunities. Number three – The Opportunity Matrix B The third method swaps out evidence for fulfilment of the need - how satisfied are customers with their ability to fulfil the need/solve the pain with the solutions they use today? By matching this with the importance of the need/pain we can select those observations that we understand to be the most important and unmet for our customers. You can then overlay the strength of evidence across this ranking to make your final selection even more robust. And to take it to a whole new level and really de-risk your selection you can test your prioritised observations, written as need statements, in quantitative research with customers. This is something that Antony Ulwick shares in his book Jobs To Be Done, 2016. I hope you find these methods useful. #designthinking #humancentreddesign

Most teams guess what to build. We talk to 100s of prospects a month and let them tell us exactly what’s broken. In the early days of Salesforge, we knew one thing: The company that talks to the most customers the fastest… wins. That’s why we book 10–20 meetings a day not just to sell, but to learn faster than anyone else in our category. Every single day, we hear what prospects hate, where their current stack fails, what gets them excited, and what they wish existed. That learning compiles. It compounds. And over time, it becomes your strategic edge. Here are 4 lessons we’ve learned by doing this at volume and how it’s shaped how we build: 1. Feedback isn’t optional Most teams try to prioritize based on opinions, roadmaps, or investor pressure. We don’t. We let volume of feedback decide what gets built and what doesn’t. When you’re on 100+ calls a week, patterns become undeniable. If 6 out of 10 people mention the same workflow friction — we tag it, push it to product, and ship fast. Sometimes within a week. Without this level of signal clarity, you risk overbuilding, building in the wrong direction, or even worse — building something nobody wants. Velocity of feedback → velocity of learning → velocity of execution. 2. The best ideas don’t live on a whiteboard We’ve never treated the roadmap as a fixed blueprint. It’s a living document that adapts with every conversation. Some of our biggest wins started out as throwaway questions from prospects: “Can you guys do this?” “What if your agent could also handle that?” When you hear something like that three, four, five times in a single week, it’s no longer a fluke. It’s a market pull. We’ve built entire products like Warmforge and Leadsforge based on patterns that showed up first in conversations. Too many teams fall in love with their own ideas. We fall in love with patterns. 3. Repetition forces clarity or it exposes fluff If you’ve ever delivered the same pitch 50+ times in a week, you know one thing: you can’t fake it. If your messaging isn’t sharp, people will tune out. That’s the beauty of repetition. It either breaks your narrative or forces you to tighten it. Every meeting becomes a stress test for your story. 4. Geography matters more than you think One of the most underappreciated lessons we’ve learned from talking to prospects globally is just how different buyer behavior is by region. → Southeast Asia and LATAM? WhatsApp. → US? Email + cold call + LinkedIn → Europe? Email + cold call + LinkedIn + Whatsapp Without the conversations, we’d be shipping the wrong thing into the wrong market. TAKEAWAY Most teams optimize for pipeline. We optimize for learning velocity. That’s how you ship products people want. That’s how you write copy that converts. That’s how you build an agent that actually works in the wild. And the only way to do it? Listen harder. Track everything. Move fast. It’s messy. It’s unscalable. And it’s the reason we’re winning.

🚀 Power BI: Adding Custom Tooltips to KPI Cards! While exploring Power BI capabilities, I discovered a creative workaround to add detailed tooltips to KPI cards - something that's not natively supported! The Challenge 🎯 Standard KPI cards in Power BI lack the ability to show comprehensive tooltip information, limiting user interaction and data exploration. My Solution 💡 I developed a custom HTML-based approach that transforms regular KPI cards into interactive, information-rich components: ✅ HTML-Wrapped DAX Measures: Converted standard measures into HTML format for enhanced styling ✅ Dual Theme Support: Implemented both light and dark modes for better user experience ✅ Dynamic Theming: Created a separate theme table with all color variations ✅ Rich Tooltips: Added detailed breakdowns including Monthly Recurring Revenue, One-time Sales, and Refunds Key Features 🌟 Responsive Design: Adapts to different screen sizes Theme Consistency: Seamless light/dark mode switching Enhanced UX: Detailed information on hover without cluttering the main view Professional Styling: Clean, modern card design with gradients and shadows Implementation Highlights 🔧 // Theme table with comprehensive color schemes Theme = DATATABLE( "ThemeMode", STRING, "ColorType", STRING, "ColorValue", STRING, // Light & Dark theme definitions... ) Important Consideration ⚠️ While this solution works effectively, be mindful of the HTML card container's width as it can overlap with other visuals. Proper positioning and sizing are crucial for optimal user experience. Results 📊 ✨ Enhanced user engagement with interactive KPI cards ✨ Better data storytelling through rich tooltips ✨ Professional, modern dashboard appearance ✨ Improved accessibility with theme options This approach opens up new possibilities for creating more engaging and informative Power BI dashboards. Sometimes the best solutions come from thinking outside the box! Share your experiences in the comments! #PowerBI #DataVisualization #BusinessIntelligence #DAX #HTML #DataAnalytics #Innovation #Dashboard #Microsoft #DataScience

We didn’t build underneat.in with market research. We built it by talking to 12,000 women. As founders, we often fall into the trap of heavy market analysis, third-party reports, and data, to build and refine products. But I believe what we need to do is ask ourselves: What does our customer really want? So, we started by talking to just one woman and ended up gathering insights from thousands. → Our community helped us build the product from scratch → We had 12,000+ conversations with women to understand pain points → 15 women in our focus group conducted hundreds of product trials → Our 200,000 Instagram followers send us thousands of messages with ideas This initiative helped us build a product people love. Every day, we receive hundreds of orders. Here's why listening to customers is important: 📌 According to Nielsen, 92% of consumers trust recommendations from friends over advertisements. When customers feel heard, they become your strongest advocates. 📌 Businesses that actively listen see 59% of customers making purchasing decisions based on personalized experiences. Top companies understand this. Take Amazon - their core principle is customer obsession. So, if you're starting a business, begin with 10 customer interviews before creating your prototype. Their feedback is your roadmap. Remember, the best insights don't come from market trends but from genuine conversations with real people. What is the one insight from your customer that helped you improve your product?

Why Customer Feedback is Essential to Business Growth Building a global brand has taught me that insight doesn’t always come from numbers - it comes from listening. As founders, we’re trained to trust data. Dashboards, forecasts, conversion rates. But some of the most commercially valuable decisions I’ve made at Beautifect didn’t come from spreadsheets alone - they came from customer feedback. Customer insight has become a parallel operating system alongside our metrics. Usage data showed that the Beautifect Box had become central to customers’ daily beauty routines. But it was direct customer messages that revealed something deeper - many were unwilling to compromise on their routine even for short 1-2 night trips, choosing to pack the Box despite limited luggage space. That insight didn’t replace the Box, it expanded the ecosystem. It led to the creation of the GO mini, delivering the same performance-led experience in a more compact format. Customer feedback has also shaped our digital journey. Patterns in customer questions and checkout hesitation revealed where clarity was missing online. By addressing those moments through clearer messaging, improved imagery and a more intuitive flow, we saw measurable improvements in conversion and post-purchase satisfaction. Crucially, I’ve learnt to look beyond validation. Positive reviews are affirming, but critical feedback is where growth lives. When a customer questions a feature or process, I treat it as insight into unmet demand, not criticism. Feedback only becomes a growth driver when it’s acted on - tested quickly, refined thoughtfully and embedded into decision-making. Customer insight has allowed me to innovate with confidence, reduce costly missteps and scale Beautifect while staying grounded in real-life use. How are you turning customer feedback into a competitive advantage in your business? #beautyindustry #femalefounder #beautifect #globalbusiness #womeninbusiness #femaleceo #customerfeedback #customerloyalty #businessgrowth #globalbrand #beautybrand

85% of in-store shoppers and 99.5% of online visitors leave without buying. Even more surprising: 3 out of 4 came intending to buy. That’s not just lost revenue. It’s retail’s largest untapped growth engine. Most retailers only listen to buyers.  But non-buyers, 𝘁𝗵𝗲 𝘀𝗶𝗹𝗲𝗻𝘁 𝗺𝗮𝗷𝗼𝗿𝗶𝘁𝘆 - hold the most valuable lessons.  Ignoring them is like ignoring a roof leak because the floor is still dry. Why do customers walk away? ↳ Out-of-stocks ↳ No assistance ↳ Poor wayfinding ↳ Pricing mismatch ↳ Long checkout lines ↳ "Just browsing” moments that could be nudged into purchases Without capturing their feedback, retailers are blind to the friction points costing millions. Forward-thinking retailers are already proving the impact: → Lidl Finland: 13M+ responses → 17% drop in dissatisfaction → Walmart Mexico: Text analytics → ~1B pesos in value unlocked → 115 Store chain: Fixed Issues →+4pt up in checkout satisfaction → Dick’s Sporting Goods: Fixed friction → 50bps drop in Bounce rates In retail, silence isn’t golden—it is expensive. Non-buyers are unpaid consultants offering free advice on how to grow. 👉 Are you listening to your non-buyers? Full deep-dive analysis in the comments below 👇 #Retail #CustomerExperience #DigitalTransformation #AI #VoC