My takeaway: 1. Don’t forget about customer segments: riders + drivers 2. Assumptions are PM’s kryptonite. Fight it with empathy. 3. Empathy is not a skill but a muscle to practice every day. 4. Source of Customer feedback: direct feedback, feedback forms, customer reviews, surveys, sales conversation, social media posts, customer service, user research, complaints, thank you notes, press coverage, product forums, emails 5. Ask how was your experience, what went wrong, how did you react to this? Upon receiving customer feedback, break it down to themes (actionable) Theme A (to create an incrementally better product) - Anecdote 1 - Anecdote 2 6. Tools to make feedback more targeted: 5 why’s to get the root cause 7. Empathy: be a neutral listener, let them explain it .
My takeaway:
1. Don’t forget about customer segments: riders + drivers
2. Assumptions are PM’s kryptonite. Fight it with empathy.
3. Empathy is not a skill but a muscle to practice every day.
4. Source of Customer feedback: direct feedback, feedback forms, customer reviews, surveys, sales conversation, social media posts, customer service, user research, complaints, thank you notes, press coverage, product forums, emails
5. Ask how was your experience, what went wrong, how did you react to this?
Upon receiving customer feedback, break it down to themes
(actionable) Theme A (to create an incrementally better product)
- Anecdote 1
- Anecdote 2
6. Tools to make feedback more targeted: 5 why’s to get the root cause
7. Empathy: be a neutral listener, let them explain it
.
Great presentation- clear, accessible and interesting.
Glad it helped!
Great presentation! You really articulated it beautifully!
This guy works for Facebook now and launched messenger rooms
Great presentation.
This is awesome 👌
Great presentation, thank you very much!
No, assumptions untested will get you into big, big trouble.
Great knowledge sharing Will...
Excellent presentation, but why is he so obsessed with getting hit by a bus and you replacing him?? 🤣🤣🤣👌
Great talk Will!:)
Amazon Sr. Product Manager, this guy gets paaaid well