Dan Martell - May 17, 2023


The worst way to get customer feedback


Episode Stats


Length

59 seconds

Words per minute

232.23224

Word count

232

Sentence count

11


Summary

Summaries generated with gmurro/bart-large-finetuned-filtered-spotify-podcast-summ .

In this episode, I talk about how important it is to have a customer base that is actively using your product and actively trying to improve it. You don t want to take feedback from people that are not using the product. You want to get feedback from those that are paying and using it. And the ones that are, they answer the question, "Hey, what we could change to better meet your needs in our product?" Those are the folks that value your feedback. Everybody else is just noise.

Transcript

Transcript generated with Whisper (turbo).
00:00:00.000 When I was building my company Clarity,
00:00:01.680 I had a bunch of people say to me,
00:00:03.340 great product, I love the idea, congratulations.
00:00:06.420 And I'd be like, oh great, do you have any thoughts,
00:00:07.980 any feedback, any advice for me?
00:00:09.420 And they'd be like, oh yeah, you know, you should do this,
00:00:11.360 you should consider that.
00:00:12.340 And then I remember one time I was getting this feedback,
00:00:14.160 this person was super opinionated.
00:00:16.100 And then I went on the backend admin system
00:00:18.560 to like check out their account.
00:00:20.000 And I noticed that they never actually used the product.
00:00:22.300 Sure, they had an account, they signed up for it,
00:00:24.140 but they never actually went through
00:00:26.000 and did anything with the software.
00:00:27.800 And it made me realize that if I'm going to spend time,
00:00:31.300 money in improving something,
00:00:33.260 I have to only talk to people
00:00:35.440 that are actually actively using the product.
00:00:37.920 That's why it's customer backwards.
00:00:39.080 I need people that are paying and using
00:00:40.960 and getting their feedback.
00:00:42.120 You do not want to take feedback
00:00:44.220 from people that are not active
00:00:45.560 because the ones that are,
00:00:46.760 the ones that would be very disappointed
00:00:48.460 if the product went away,
00:00:49.560 they answer the question of,
00:00:51.460 hey, what's one thing we could change
00:00:53.260 to better meet your needs in our product?
00:00:55.300 Those are the folks that you wanna value their feedback.
00:00:57.940 Everybody else, it's just noise.