Dan Martell - The worst way to get customer feedback

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.

Dan Martell - May 17, 2023