Strategies for Understanding and Implementing Customer Feedback

Happy to Help | A Customer Support Podcast

Text the show!

We are diving deep into the tricky topic of customer feedback with special guest, Chase Clemons! Chase is the Head of Customer Support at 37signals and has over 15 years of experience in customer support!
In this episode, Chase shares tips on effectively understanding and translating customer feedback and feature requests. You'll discover how 37signals approaches customer-driven product development, the best ways to identify the real needs behind feature requests, and the importance of open, honest communication with customers—even when the answer is “no.”
Chase also offers insights into the importance of balancing customer desires with company vision, and the role of support teams in relaying valuable feedback to product teams.

Whether you’re leading a small support team or working at the front lines, this episode is packed with actionable advice on improving customer interactions, turning feedback into actionable insights, and building a stronger relationship with your customers!
Check out 37signals' products: Basecamp, HEY, and ONCE!

Links mentioned in this episode:

• Rework by Jason Fried and David Heinemeier Hansson
• Jobs To Be Done with Bob Moesta
• Shape Up: Stop Running in Circles and Ship Work that Matters

We want to hear from you! Share your support stories and questions with us at [e-mail]!

To learn more about Buzzsprout visit Buzzsprout.com

Capitole

1. Customer Feedback Strategies and Insights (00:00:00)

2. Guest Introduction: Chase Clemons (00:00:23)

3. 37signals' Philosophy on Customer Feedback (00:10:20)

4. Effective Customer Feedback Research (00:14:40)

5. Communication and Understanding Feature Requests (00:28:39)

6. Customer Feedback Implementation Strategies (00:36:03)

7. The Art of Customer Refunds (00:43:49)