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.

Simon🍋 · Answer

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

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 :)

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.

Ashit Vora · Answer

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

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.

Rahul Parmar · Answer

We value all feedback, even if it contradicts our vision. It helps us refine our approach while staying true to our core values.

Ashit Vora · Answer

@simonas_kauzonas makes sense 🙂

Anahit Amirakyan · Answer

Are the majority of the feedback contradicotry?

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?

Answer

When customer feedback contradicts our vision, it's important to listen carefully and understand their perspective. While it's crucial to stand by our core values, we also need to be open to constructive criticism. Sometimes, customer feedback can provide valuable insights that help us refine our vision and better meet the needs of our customers. It's a balancing act, but ultimately, we want to create a product that both aligns with our vision and satisfies our customers.

Answer

Customer feedback is crucial, but it's natural for it to sometimes contradict your vision. The key is to listen, understand, and engage in a dialogue. Remember, feedback is a gift that can help refine your product or service. By valuing it and incorporating it where possible, you can build a stronger relationship with your customers and improve your offerings.

Answer

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

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