Updated: Jan 2
Written by: Larry Goodfellow
Everyone wants to be better; better than the competition and better than they were in the past. But, how do you get better when creating Online Community software? Ask those whose input you value the most- ask your clients!
When a client is learning the ins and out of your software, there will be things that are pleasant surprises (we hope!) in terms of capabilities, tools and even ease-of-use. But nobody is perfect. There will undoubtedly be things that are different or nonexistent compared to their expectations and needs. When you are too close to something it is very difficult to look at it with a critical eye- think of the errors you miss when writing an essay. That is why you need someone to proofread for you. This applies to software as well.
Asking clients for their feedback on your software will give them the opportunity to voice their opinions, giving you valuable insight into what you could add to the software, and what you could do better! This will provide your clients with a sense of control over their service contract, and will build relationships defined by understanding and next-level client service.
Granted, not all items on the clients’ wish list will be able to be created, but opening up the dialogue will grow you a stronger product by having an extra set of eyes on your already amazing product, and will keep clients happy and engaged.
Requesting feedback can be something built into the expectations of the client-vendor contract, whereby companies can remind on-boarding clients that they warmly welcome client feedback, and where feedback meetings or check ins can be expected and regularly scheduled.
Setting up the expectation for two way conversation about your software will make taking the leap into an online community feel more informed and will dramatically improve your chances of having- and keeping- a happy client.