How to Collect Customer Feedback That’s Actually Valuable

Des Traynor, co-founder of Intercom, emphasizes that customer feedback is crucial for a business's growth and success. However, he also stresses that not all feedback is created equal and that companies should focus on collecting valuable feedback from the right users. The key to effective customer feedback is to start small, talk to users about something while they're doing it, and ask meaningful questions that lead to quality responses. Traynor also advises against confusing quality assurance with customer feedback, providing meaningful timeframes for questions, ensuring users feel qualified to respond, avoiding hypotheticals, and treating feedback like a hypothesis. By following these tips, companies can establish a stable connection to their customers' oxygen supply and drive business growth.

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