How do you manage customer feedback when it contradicts your vision?

Question

Sometimes feedback from users can challenge the direction we want to go with Draftly. How do you manage customer feedback that doesn't align with your vision for the product? I'm trying to figure out where to draw the line.

AnnaHo · Accepted Answer

We listen to feedback, analyze its relevance, and assess if aligning it with our vision adds value while staying true to our long-term goals.

LDJ Beatless · Answer

It's a tough situation. First, analyze the feedback deeply. If it's from a significant number of users, it might indicate a misunderstanding of your vision that needs better communication. But if it's just a few, and it truly goes against your core concept, politely explain your vision. You can also look for middle - ground features that don't sacrifice your vision but still satisfy some user needs.

Jane Philippova · Answer

Hi @ashitvora, I think there are a few ways to approach this.
If you already have a product-market fit and know your ideal customer profile, you can prioritize and use feedback from your ideal customers to further solidify that product-market fit. 
If you don't have a product-market fit yet, you can use feedback that supports your vision and helps you develop the product in that direction. Focus is key, especially in the early stages.
It might also be helpful to collect all the feedback and start identifying some patterns in it: what do the customers whose feedback aligns with your direction look like? what do they have in common? do they convert? do they convert better than those whose feedback challenges your direction?
Hope this helps :)

Ashit Vora · Answer

@simonas_kauzonas makes sense 🙂

Ashit Vora · Answer

@anahit_am many are something that will make the tool a jack of all trades but master of none.

eg. we have a linkedin content creation tool. Someone recently asked us to add features for X & Threads as well. Whereas we want to focus on LinkedIn only.

Simon🍋 · Answer

Listen, but don't blindly follow. If it's core to your vision, explain why. If not, consider pivoting.

Ashit Vora · Answer

@janeph thanks for the detailed answer. This really helps.

Answer

I prioritize open communication and active listening. When customer feedback contradicts my vision, I carefully consider their perspective, gather more information, and evaluate if there's a valid point. This helps me refine my vision, ensuring it aligns with user needs and expectations.

Answer

Consider the feedback within the context of your overall vision and goals. Not all feedback will align, but some may highlight valid points worth considering.

Answer

When customer feedback contradicts your vision, it's important to listen carefully and consider their perspective. Remember that customers have different needs and preferences, and their feedback can provide valuable insights. Try to understand their point of view and see if there's a way to address their concerns while still staying true to your overall vision. It's also helpful to engage in open communication with your customers, explaining your vision and seeking their input on how to reconcile any differences.

Answer

Customer feedback is crucial, but it's not always easy to handle when it conflicts with your vision. The key is to listen carefully, remain open-minded, and be willing to adapt. It's important to remember that customer satisfaction is the ultimate goal, so if the feedback suggests a significant issue or a common concern, it's worth considering how to address it. Sometimes, the best solution is to find a compromise that satisfies both the customer and your vision.

Answer

Customer feedback is crucial, but it's not always in alignment with your vision. When this happens, it's important to listen carefully, stay open-minded, and consider whether there might be some valuable insights in what they're saying. Sometimes, feedback can spark new ideas or help you see your product from a different perspective. It's also essential to communicate with your customers, explaining your vision and why you've made certain decisions. This can help them understand your product better and feel more involved in the process. It's a balance of staying true to your goals while being responsive to your customers' needs.

Answer

i always value feedback, even when it challenges our vision. It's important to stay true to our direction while remaining open to new perspectives that could enhance the overall experience.

Anahit Amirakyan · Answer

@ashitvora I totally agree—niche products can be incredibly powerful when they focus on doing one thing exceptionally well. But there are definitely cases where a multifunctional approach makes sense, especially when users are repurposing content across platforms.

For example, with social media content, it’s becoming common practice to adapt posts for X, LinkedIn, Threads, etc., so adding a feature for X could actually be a super time saving featue for many users.

Out of curiosity, does your LinkedIn content creation tool have any super-specific features designed just for LinkedIn that set it apart?

Anahit Amirakyan · Answer

Are the majority of the feedback contradicotry?

How do you manage customer feedback when it contradicts your vision?

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