Your customers are talking about you, are you listening?
Your customers are talking about your product on social media. They are telling their friends and followers about their experiences with your product. They are praising or complaining about your product or service, and even highlighting bugs. Listening to these conversations can help you make your product better.
A friend told me a story. He was in a meeting and TweetDeck chirped with an update, a customer was complaining that the site was down. He immediately checked his email, there weren’t any alerts. So, he sent an email to the operations leader. The email server was down. It turned out, the whole data center was offline, including the alerting system & email server. A tweet from the customer was the first time he heard of the outage.
Now, this is an extreme example, but if your customers are having troubles with your product, its likely some of them are complaining online. With Customer-Driven Quality, we monitor these channels to find opportunities to improve our product & tests.