Product Collective - 😳 Your customer said what?

Customer Feedback Mistakes

It should be so simple. Want to know what your customers think about your product? Just ask them! What could go wrong? Well, it turns out a lot could go wrong depending on how you prepare to ask for feedback, how you ask for feedback, and what you do (or don’t do) with that feedback. Don’t believe us? Here’s a collection of resources pointing out 29 mistakes you can make by collecting feedback. Fortunately, they don’t leave you hanging and give some advice on how to avoid those mistakes. Don’t say we didn’t warn you!

7 Mistakes to avoid when getting client feedback. When it comes to collecting client feedback, there are certainly right and wrong ways to go about it. Knowing how to ask for feedback from clients is just as important as making the ask. Unfortunately, many agencies make critical mistakes when requesting feedback — mistakes that lead to low-quality responses, delays, and confusion. Kyle Narducci explains seven common mistakes agencies make you can avoid as a Product Manager.
(via @simplestage_app)

Are you making these 3 customer feedback mistakes? When correctly done, getting feedback from your consumers can substantially help your business. Good consumer review surveys are scarce in this digital era, but it doesn’t mean you can’t create them. Surveys can show that companies make common mistakes and, by avoiding them, you’ll make the consumer experience both smooth and straightforward. You’ll boost the chances of obtaining valuable data since your customers can finish the surveys without getting bored halfway through. Taking this into account, Christine James shares some mistakes that you need to stop making.
(via @StartupNation)

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Things I learned coaching the Scooby Doos

You may have seen earlier today how we are soon launching our Beta Program for Collective Coaching – a brand new small group coaching service we’re soon kicking off.

Coincidentally, yesterday was my first day on the job as a Coach. But not as a Product Coach. Rather, yesterday was Day #1 of the season as I coach the Scooby Doos U7 soccer team. 

I was more nervous for yesterday’s first practice than I was stepping up on stage to emcee any of our INDUSTRY conferences. But practice went well, and I learned a few things yesterday that, believe it or not, actually apply to our work as product people as well.

1. Patience is key. A 6-year-old just isn’t going to pick up that new drill you taught them and master it immediately. But the same should be said for Product Leaders. We hire very capable people to be on our teams. But we need to make sure we’re giving those people the time and space they need to do their jobs well. And sometimes, it just takes a little bit of time for that to happen.
2. If it’s not fun, why are we doing this? I tried to teach some of the new rules that the kids will need to understand this season. But 6-year-olds are playing soccer to have fun. We may not work in our jobs to have fun, but if you find yourself toiling away at a job you dislike for years on end, you may need to ask yourself if you’re at the right company.
3. Believe. Like the great Ted Lasso says, you’ve gotta believe. I believe the kids will learn and we’ll have a fun season – and I hope you believe the products you’re building can truly make a difference. 

Onto the rest of the season now. Please send some good vibes my way for a successful season with the Scooby Doos!

4 Common customer feedback mistakes and how to avoid them. Customer feedback is one of the best ways to streamline your business with data. Once you collect data, it can feel like improvement is inevitable. Unfortunately, many businesses end up struggling to capitalize on the customer feedback they collect. Sometimes it’s because the collected feedback isn’t actionable, but more often than not, the problem is a lack of direction. Malte Scholz covers the four most common mistakes businesses make when collecting customer feedback. By being aware of these pitfalls, you can take measures to avoid them.
(via @airfocus)

Common NPS® survey pitfalls—and How to Avoid Them. Caring about your customer experience is positive on all sides — a win-win-win, for your business, your employees, and your customers. However, some companies either leap in with two feet but no plan, or simply survey because everyone else is without plans for responding to the feedback they receive. Based on their 15 years of guiding NPS survey programs for professional service firms, the folks at ClearlyRated identified 10 common NPS program mistakes they see repeatedly. Read this post to determine whether your team is guilty of any and to get guidance on how to avoid them.
(via @ClearlyRated)

5 Common Mistakes To Avoid When Creating CSAT and NPS Surveys. Using different feedback metrics is crucial in a Product Management toolbox. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common ones and they complement each other well. As helpful as these survey methods can be, if you commit these five mistakes that Alexandra MacRae describes, you can decrease the value these surveys give you. 
(via alexandra-macrae)

AI-Driven Guided Insights

More than ever, product people aim to use data to help inform decision making in nearly everything that they do. One growing source of data to help inform our decision making is coming from robots — at least, in a way! Artificial Intelligence is driving many of the insights that are being used by Product Managers today. In this discussion, we'll dig in on how this is happening, and what changes we can expect to see in the future.

This webinar is sponsored by our friends at insightsoftware.

The Top 5 Ways to Scale with Simplicity

It's hard enough to build the ideal product team. But what happens when you're faced with the task — and the entire team is fully remote? How does your approach change? Should you be looking for different skill sets and asking different questions? We'll dig into all of this and more in this interactive discussion. Plus, you'll have a chance to ask questions of your own as well!

Product Manager, Home Depot, Atlanta, GA, USA, Remote
Senior Product Manager, Home Depot, Atlanta, GA, USA, Remote
Product Management Manager, Home Depot, Atlanta, GA, USA, Remote

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