Our product roadmaps are already defined by our company ethics – our customers just expect us to recognize that. Their pain points, frustrations and repetitive tasks are our endless roadmaps. The world of technology is full of opportunity, innovation, and demand, and when we fix one customer problem, another will arise before we can finish fixing the first one. An airplane's WiFi is my favorite example. Is there a worse technological difficulty than trying to surf the Internet on an airplane? That's excruciatingly slow compared to our office WiFi and 4G connections! But as we complain between sluggish page loads, we forget that 15 years ago WiFi on an airplane was an idea that could best be described as “wishful thinking”. This is a perfect example of how one solution can lead you immediately to the next problem. We were all so excited when we boarded a plane and saw the WiFi light shining for the first time.
But within a few years (or maybe months, for you heavy travelers), we were no longer soothed by just having wifi - we had to Employee Email Database have fast wifi. In other words, innovation is very often parallel to problems to be solved. If we are lucky, our product is never complete, just like our customer is never satisfied. By integrating customer empathy into the creation of processes and products, we can be sure that we will always be on top of the next thing our customers need. Start with qualitative data Qualitative data is the key to understanding what quantitative data you need and how to get it. User interviews, product reviews, and customer feedback can provide you with the “what” and “why” as a first step. The second step is then to overlay quantitative data to measure “how often”, “how much” and “when”. I make it a habit to speak to clients face-to-face at least once a quarter.
Whenever possible, I work in partnership with our customer support, marketing and sales teams and accompany them when they speak with our customers. Contacting users directly via email is also a fast and effective way to build a relationship with your customer base. CallRail Product Manager Christina Bourne presents at our 2018 Agency Summit. CallRail's Agency Summit conferences have been an informative source of feedback since the inaugural conference in Atlanta in 2018. At these conferences, I am able to present new concepts and discuss product enhancements with customer groups. The feedback received during these lunch and learn sessions, happy hours and interactive presentations has led to significant enhancements to our Account Center product, which in turn has increased product adoption.