Product Development and Customer Feedback| MAKO Design + Invent

Guiding Product Development Through Customer Feedback

Customer experience is a top priority for product developers. In a report done by Walker, it estimated that by next year, customer experience will overtake price and product as a key brand differentiator.

In the product development stage and beyond, customers should be at the forefront. Places like Microsoft, for example, are developing systems for developers to work alongside customers to help improve their technology and product offerings, and have seen astronomical results in doing so. This is something that can easily be implemented in the product development of smaller companies, and gradually be implemented in bigger companies and initiatives as well.

In an article by Entrepreneur.com, Dan Behrendt, Technical Communications Director at Microsoft, shared some of the lessons Microsoft has learned in working alongside their customers to improve their products and technology:

Direct Evangelism

Businesses today are often out of touch with their customers and their customers needs. This in turn means that they are slow to innovate and deliver products that solve the problems that customers have. With Microsoft’s approach of what they call “open hacks”, they are involving customers in the process of gaining a deep understanding of what they need. This can help companies not only discover the needs of customers, but also the hidden problems that arise when an external customer is using the product.

Solve Problems with Inviting Customers to Hackfests

Many companies would never dream about taking their hackfests externally, however, this can provide you with such valuable information to improve your product development. It provides a huge opportunity for everyone (internally & externally) to learn together, and from one another. It’ll also help convert customers into partners, versus seeing you negatively.

By involving clients and customers in your product development, you’ll be able to collect valuable information about what the most important people think of your product. As designers, we can often get stuck in our own heads, and internal opinions of a product, that we lose sight of what a consumer or external party sees and notices about it. By nurturing these relationships with your customers, you’ll not only show them that you care, but you’ll also develop a loyal and appreciative client base. Listening to what customers have to say goes a long way. Making improvements based off what they have to say, goes even further.

A few ways to gather customer feedback are:

  • Send out customer feedback surveys or incorporate them into your website, email messaging
  • Email customers that leave reviews, or that are on your email list
  • Host a focus group
  • Ask questions and evaluate feedback on social media
  • Enable comment boxes for consumers to easily be able to tell you how they feel
  • Read online forums and threads

What ways do you gather feedback to help improve your product development?

If you have a great new invention and you’d like to learn more about this process, get in touch with MAKO here and visit our website to find out more. Feel free to give us a call at 1-888-MAKO and we can set you up on a call with our product analyst!

MAKO Design + Invent is the original firm providing world-class consumer product development services tailored to small businesses, startups, and inventors. Simply put, we are the leading one-stop-shop for developing your physical product from idea to store shelves, all in a high-quality, cost-effective, and timely manner. We operate as one powerhouse 30-person product design team spread across 4 offices to serve you (Austin, Miami, San Francisco, & Toronto). We have full-stack in-house industrial design, mechanical engineering, electrical engineering, patent referral, prototyping, and manufacturing services. To assist our startup and inventor clients, in addition to above, we help with business strategy, product strategy, marketing, and sales/distribution for all consumer product categories. Also, our founder Kevin Mako hosts The Product Startup Podcast, the industry’s leading hardware podcast. Check it out for tips, interviews, and best practices for hardware startups, inventors, and product developers. Feel free to Contact Us anytime for help with your project.

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