Uber Big Data Feedback

On Uber: Big Data and Blind Spots

Recently Travis Kalanick, the CEO of Uber, took to Facebook to defend his company against complaints from long-time users that the quality of service is degrading in San Francisco. It’s a fantastic display of transparency which you don’t often see from CEOs so I highly recommend you check out his

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have-new-hires

Have New Hires Give you Product Feedback

In one of my favorite business books, Made to Stick, the authors describe a very important concept: the Curse of Knowledge.

This Curse affects everyone at some point. Once you gather enough knowledge about something, it’s very difficult for you to imagine someone else having none of it.

The example in the

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work-station-3

Beta Testing is a Job. Don’t Stiff Your Customers.

All too often I see companies inviting customers into betas of new products (real betas, not “Google Betas”), reaping the benefits of their feedback, and then telling those customers to pay for these new features.

I can kind of understand how this happens. Someone in charge – maybe the fictional CFO

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feature requests = complaints = insights = success

Evernote’s CEO, Phil Libin, recently wrote a post on Inc about why he loves his angriest customers. I fully agree with the general sentiment:

“Complaints are great; the more detailed, the better. They tell us where our product or overall experience is failing. Plus, they are the easiest form of feedback

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brainstorm-wall

How MUCH Do They Want it?

Last month I got a nasty cold. I did a little bit of work – with UserConf NYC coming up I couldn’t skip work entirely – but mostly I laid in bed, drank liquids, and watched The West Wing. Somehow I missed the show when it was a thing, and

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yes-say-no

Yes, Say No

As part of our series on the importance of company culture, we’re highlighting our company values here at UserVoice. Find more posts about culture here.

A company that doesn’t value the opinions of their workers is a company that expects their employees to be yes-men. Too many companies use their labor force as

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say-no-to-customers

Say No to Your Customers

noIf you asked me to attend your birthday party and I just stared at you silently, you’d think I was a jerk (or that there was something wrong with me). If you asked me and I said “no, sorry, I already have plans” you might be sad, but you’d understand.

So why do companies think that they can’t say “no”?

I frequently hear people worry about collecting customer feedback because they don’t want to decline customer suggestions. They think it will make customers angry. But by not responding to customer requests for features you know you don’t plan to build (whether they come in via Twitter, email, UserVoice Feedback, or wherever), you’re being the awkward staring guy I mentioned above. In the eyes of the customer, you’re being rude by not saying no.

People like honesty from the people and companies they interact with. And they like closure. Saying “no” isn’t mean – it’s actually a service to them. They don’t have to wonder if and when you’ll build a specific feature. They won’t complain about how you’re not really paying attention to their feedback. Instead, they’ll appreciate that they got an answer.

why-customer-feedback

Why customer feedback shouldn’t be an afterthought

Feedback is going to define your company at some point or another, whether you want it or not.

Every single company story is one of customer feedback.

Apple heard (feedback) that computers (theirs, but moreso Microsoft’s) were perceived as complex and confusing. So they re-focused on devices that simply worked and /seemed/

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7 ways to

7 Ways to Avoid Annoying Customers with Surveys and Feedback

Last month the New York Times wrote an article about how more companies than ever before are asking their customers for feedback.

Let me first say: glory hallelujah, companies are finally trying to understand their customers.

But the article highlights the dark side of this: customers are getting overwhelmed. Not only are

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