1.Inbound Community using customer feedback as it was intended

2.

All forms of community feedback are used to their fullest potential to benefit your business goals.

The goal 3. Program Steps 4. Feedback Method Inventory 5.

Identify successes and issues with using these feedback methods

• • Case examples of usage

• • • Why did they choose to use each method

• • % of responses

• • • How interested are customers in participating?

• • Actions taken

• • • How actionable is the feedback?

• • Measurements of success

• • • How clear are the goals when obtaining the feedback?

Improvement 6.

Process

• Inadequate distribution of feedback requests

• Complex.Too many sources. Too many requestors.

• Not Scalable

Results

• Slow or no response on forums or support requests

• No clear connection with product improvements based on feedback (Black Box)

Improvement 7. Feedback Objectives 8.

Goal Setting

• Targeted community strategies set meaningful goals

Method Selection

• Community strategy employs appropriate feedback methods

Process

• Customer interaction improves

• Customer participation improves

• Feedback becomes more valuable

Application - Methods 9.

Quick Wins

• Based on the methods of feedback that are employed, provide examples of tangible measurements

• Short-term feedback objectives can use these measurements to track and report on successes

Feedback Story

• Understand how different sets of metrics relate to one another

• Create a systemic view of customer feedback in product improvement, community engagement and content creation

Application - Measure 10.

• Proven Case Studies for rollouts

• Increase in feedback participation

Evangelize