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5 Types Of Negative Customer Feedback (Who Should You Listen To)

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If you’ve been in business long enough, you know that there is no way around negative customer feedback. Some people will love your product, some will hate it, some will just not give a damn.

Getting negative feedback is important and will help you improve. If you know who to listen to and who to ignore!

To make things a bit easier, we split negative feedback into 5 distinct group. You can read the full article on our blog here: http://customericare.com/negative-customer-feedback-haters-or-helpers

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5 Types Of Negative Customer Feedback (Who Should You Listen To)

  1. 5 TYPES OF NEGATIVE FEEDBACK Who should you listen to?
  2. YOU KNOW WHAT’S THE MOST IMPORTANT THING I LEARNED ABOUT NEGATIVE FEEDBACK?
  3. YOU KNOW WHAT’S THE MOST IMPORTANT THING I LEARNED ABOUT NEGATIVE FEEDBACK? It’s not always as useful as you’d think!
  4. NO MATTER HOW GOOD YOUR PRODUCT IS, YOU CAN’T PLEASE EVERYONE! CLICK HERE TO READ MORE
  5. ALL GOOD, BUT HOW DO YOU MAKE THE DIFFERENCE BETWEEN Useful negative feedback Useless negative feedback
  6. THE TRUTH IS, IT’S NOT ALL BLACK AND WHITE More like 50 shades of grey feedback
  7. TO MAKES THINGS A BIT EASIER We’ve divided negative feedback into 5 categories with examples taken from comments on this promo video for Slack: CLICK HERE FOR VIDEO
  8. 1HATERS GONNA HATE feedback Hard to take this video seriously when everyone’s using a Mac. “ ”
  9. Seriously? What the hell is that supposed to even mean?
  10. Seriously? What the hell is that supposed to even mean? What to do with haters feedback ? 1. Ignore it 2. Forget about it
  11. How to spot haters gonna hate feedback? It’s usually shorter than your average feedback It doesn’t leave any room for improvement It doesn’t come from customers
  12. 2NOT YOUR TARGET AUDIENCE feedback crazy concept, but when you work in an “in office” environment, you get up and talk with people, keep meeting notes, have a central server for files, etc… You seriously need an aggregator (yet another one I might add) to do that? Remote setups? Maybe. “
  13. Ok this makes a lot of sense… But tons of Slack customers do use the product this way.
  14. Ok this makes a lot of sense… But tons of Slack customers do use the product this way. What to do with not your target audience feedback ? 1. Carefully read it 2. Reply by explaining your vision or suggesting an alternative product if relevant
  15. How to spot not your audience feedback? It goes against your core value or unique selling point It would require you to totally change your strategy It doesn’t come from customers It clashes with comments from your actual users
  16. 3CASE-BY-CASE feedback “There is nothing new. In our work team we usually use WhatsApp (and yes, it haven’t good file transfer). Also, for communications with my colleagues i use Telegram, which have excellent file transfer even on worst and gov’t filtrated internet connections. So, what additional capabilities provides your Slack?” “
  17. This user could use Slack to have 1 tool instead of 2 but this is still really specific feedback
  18. This user could use Slack to have 1 tool instead of 2 but this is still really specific feedback What to do with case-by-case feedback ? 1. Determine if it comes from a customer or potential buyer 2. Give the user a tailored answer 3. Determine if the feedback can be useful at a larger scale
  19. How to spot case-by-case feedback? It is really detailed and specific It’s something you know won’t benefit a large number of users It comes from customers or potential users
  20. 4ALL GOOD, BUT… feedback I just wish the Android app was more snappy. Takes looong to load incoming messages. But yeah; Slack is awesome :) “
  21. This is excellent feedback I’ve actually read from several Slack users.
  22. This is excellent feedback I’ve actually read from several Slack users. What to do with all good, but… feedback ? 1. Tell the customer what you are doing to solve the problem 2. Implement the feedback 3. Follow up with customers about it
  23. How to spot all good, but… feedback? It comes from actual customers who like your product It’s something that would benefit a large number of customers It’s usually put nicely but it doesn’t mean it’s not negative It suggests an improvement not a complete change
  24. 5ROUGH DIAMOND feedback Ok but, what about an app demo? The utilities and practical use? The video show nothing… “ ”
  25. It could be confused with haters or not your target audience feedback. The difference is, it can actually be helpful.
  26. It could be confused with haters or not your target audience feedback. The difference is, it can actually be helpful. What to do with rough diamond feedback ? 1. Study the problem (not solution) the customer is mentioning 2. Find an alternative solution 3. Follow up with the customer about it
  27. How to spot rough diamond feedback? It points out a real problem or pain point You can’t really apply the solution suggested as is It makes you wonder «Why does he/she thinks that?»
  28. WANT MORE TIPS TO GROW A BUSINESS CUSTOMERS WILL LOVE? Hi there! ! Welcome to our inner circle, get ready for some super exclusive, awesome content! Aurelie at Customericare Join our inner circle to learn how to build long lasting relationships with customers I WANT IN!

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