Putting reviews to use in product development

Let customers know they’re being heard. When you take action based on customer reviews, be sure to report back to the reviewers to let them know their voices were heard. You can also publicize the new product modifications more broadly, both as a sales driver and as an incentive for others to contribute reviews, by using language such as “you asked … we listened!”

Best Buy has made a significant commitment to gathering customer feedback through its IdeaX forum, where consumers can post ideas for service and product improvements and vote on others’ suggestions. Best Buy flags each contribution with a response —  including“Tell Us More” to gather more information and “Under Review” to show that the suggestion is under consideration.

Customer feedback example from Best Buy

How are you using customer feedback content to guide future product selection or development?

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