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Right Method at the Right Time
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Right Method at the Right Time


Tips on the tools to use and how to get the most useful feedback from them.

Tips on the tools to use and how to get the most useful feedback from them.

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  • 1. The Right Method at the Right TimeGetting the most useful feedback from yourcustomersCindy AlvarezPCamp Silicon Valley - April 2011
  • 2. product completeness scalability
  • 3. Open-ended customer interviews When to use this: • No product yet - still in concept stage • Have a product, but need non-incremental improvement • Inherited a product, need to understand your market
  • 4. You want to learn... • What’s the current alternative? • How effective is their current behavior? • What are their frustrations? • Who are the stakeholders? • What do they really wish they could do?More questions at: http://bit.ly/9D5h83
  • 5. Do’s and Don’ts Do • Be personal • Ask specific questions • Give explicit permission to talk • Follow the emotion! Don’t • Talk about your product • Ask yes/no questions
  • 6. Customer prototype previewWhen to use this:• Built a prototype based on learnings from open-ended interviews• Have existing customers, trying to cross-sell/up-sell
  • 7. You want to learn... • Does the narrative of your product make sense to the customer? • How customers see themselves using your product • Now that customers can see what they’d be getting, what are the specific constraints?
  • 8. Do’s and Don’ts Do • Tell a story • Be opinionated / take a stand • Follow the emotion! Don’t • Start with the prototype • Promise features and timelines
  • 9. On-site feedback When to use this: • Have a prototype, looking for beta customers • Have a product, need to hear from “silent majority” • Workflows can’t be realistically simulated (money, health, data) Tools: • KISSinsights, Wufoo, 4Q, Kampyle, UserVoice/ GetSatisfaction
  • 10. You want to learn... • What’s making potential customers hesitate? • What’s slowing down customer usage? • Demographic information • Real-time customer satisfaction • “Little niggling things” that customers wouldn’t file a bug for
  • 11. Do’s and Dont’s Do • Ask specific questions that align with what customer is doing • Focus on the single most important thing you need to know Don’t • Make customers do work • Let customers vote without guidance
  • 12. Heatmap Tracking When to use this: • Product and significant customer traffic • Inherited product, no idea what’s wrong / where to start Tools: • Crazy Egg, ClickTale
  • 13. You want to learn... • Are customers noticing calls to action, next steps, critical content? • Where are customers abandoning forms and actions? • What is attracting the most customer attention?
  • 14. Do’s and Don’ts Do • Form hypotheses about how you can adjust user behavior • Set up split tests to confirm and improve
  • 15. Analytics When to use this: • Have a product, significant customer traffic • Need to balance out VOC, HiPPO requests Tools: • KISSmetrics, Google Analytics, CoreMetrics, Performable, Omniture
  • 16. You want to learn... • Which channels are bringing you visitors who successfully convert into customers? • Where are customers dropping out of signup / purchase / learning curve processes? • Which core features are customers able to use? • Which customers are most likely to succeed with your product?More questions at: http://bit.ly/fqXj5z
  • 17. Do’s and Dont’s Do • Identify the most profitable / desirable actions that you need your customers to do • Start with questions you need answered Don’t • Stress about benchmark data / how do I compare to...? • Measure things where you can’t take action against them
  • 18. Thank You!http://www.cindyalvarez.com cindy@cindyalvarez.com