> There are some companies out there that have zero focus on customer feedback, and since there's only one zero, that indictment is not relative to people's expectations.
No company has zero focus on customer feedback, but the company may not be taking the feedback through channels that are most visible to you.
One of my most eye-opening experiences as a product manager was realizing that the most important customer feedback was not from the vocal customers complaining loudly on social media. The most important customer feedback was number of new customers signing up and their retention rate. To my naive surprise, chasing the feedback of the loudest complainers and detractors rarely turned them into proponents, and was even less likely to turn them into paying customers.
Someone, somewhere, is always making decisions according to customer feedback in some form.
No company has zero focus on customer feedback, but the company may not be taking the feedback through channels that are most visible to you.
One of my most eye-opening experiences as a product manager was realizing that the most important customer feedback was not from the vocal customers complaining loudly on social media. The most important customer feedback was number of new customers signing up and their retention rate. To my naive surprise, chasing the feedback of the loudest complainers and detractors rarely turned them into proponents, and was even less likely to turn them into paying customers.
Someone, somewhere, is always making decisions according to customer feedback in some form.