Customer Feedback is the Key to a Better Product (If You Ask the Right Questions)

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CB Insights recently conducted post-mortems of 101 failed startups and found that 42% failed because they failed to solve a real, pressing need for a big enough market. That’s the minimum for any chance of success. Too many entrepreneurs respond to that reality by agonizing over what their hypothetical customers might want, and trying to […]

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How to Build Feedback into Your Product’s Lifecycle

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The product life cycle is one of the oldest, most enduringly useful business concepts around. In broad strokes, it defines the stages of customer acquisition and retention that all products typically go through. At each stage, it forces you take a step back and think about the big picture: How can you get this product […]

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3 Things You Need to Know About Exit Surveys

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There’s an interesting phenomenon that helps casinos make a lot of money. Gamblers attribute winning to skill and losing to bad luck. It’s this exact formula that keeps them at the Black Jack table long after they should have walked away. Gamblers walk a very fine line. Each winning hand is just a single card […]

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Qualaroo in Vancouver

We always have a great time in beautiful Vancouver, and Traction Conf and the Unbounce Call to Action Conference were no exception. Thanks to everyone who put together the stacked line-ups; I came away with a mind overflowing with fresh ideas. Give us a shout at for our top take-aways. Don’t miss us at […]

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Qualitative or Quantitative Customer Feedback? How to Get the Best of Both Worlds

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Qualitative or quantitative? When soliciting feedback from customers, it’s a big question that doesn’t feel like it has one right answer. For Mule Design co-founder Erika Hall, UX problems are best solved with qualitative feedback from customers. At the recent UX London conference she stated, “Quantitative approaches feel better, but are often actually worse.” Since […]

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Hiten Shah: How Customer Feedback Shapes Content Strategy

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This article comes from Hiten Shah, who recently released a new ebook: Content Marketing Playbook from 83,232,461 Website Visits. Download a free copy now. Over the past 10 years, Hiten has built and grown 8 different web-products, including Crazy Egg, Kissmetrics, and now Quick Sprout. Each of these companies used content marketing coupled with customer […]

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Qualaroo Hops Across the Pond for UX London

At some point amidst the clinking beer steins and hearty cheers in a myriad of languages, the downright magic of UX London dawned upon me. Still, it was hard to really put my finger on. It wasn’t just the phenomenal speakers I’d heard all day, though the talks were edifying. Sure, the venue was hip […]

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How to Get Customers to Actually Fill Out your NPS Survey

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You can only grow if your product adds concrete value for a significant number of people. With two simple questions, Net Promoter Score (NPS) cuts through the BS and tells you point blank whether you’re delivering that value to your customers, and how you can deliver more. Unfortunately, customers hate completing even the shortest surveys. […]

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Why Product Managers Need NPS


Lots of product managers shy away from customer feedback. They think it takes too much time and effort to gather, and that if they did everything people said they want, the result would be a bloated product that fails because it’s trying to be everything for everyone. Their wariness isn’t totally misplaced. Feature creep is […]

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Why You’re Getting Rotten NPS Data and How to Fix It

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As a marketer, you’re drowning in data. With dashboards tracking everything from web traffic to email list growth, you probably feel overloaded with information. Every time a customer sneezes, you hear about it. Your Net Promoter Score (NPS) often feels like just another thing you have to look at. NPS is incredibly valuable, but most […]

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