Re:Managing product requests from customer-facing teams
by brettcvz on Monday January 06, 2020 @06:24PM
(#21974688)
Do you know anywhere that does this really well in practice? My concern is that it would end up similar to the internal feedback problem where people feel like they submit requests into a queue that never gets worked on. I feel like I know how to solve that problem when there’s a small number of internal stakeholders I can go over and talk to, I’m not sure how one does it at scale with users
A lot of organisations are scared of this, because they don't want to be put into the position of saying "no." Which is likely to occur as not all feedback is actionable, even if popular.
But saying "no" and explaining WHY is in itself a great relationship building exercise with end users. I'm not saying they will always agree with the decision or explaination, but they will feel closer/more connected.
This won't improve the empowerment of Customer Service roles however. Just might make them less of a punching bag for customer feedback that won't go anywhere.