Being the Voice of the Customer

Abby Steiner, Lucid Software

On the frontlines of customer interaction, we learn what our customers need and want from our product. When we find ways to effectively communicate these needs to the broader business, it opens the cross-team conversation about customer-guided product development. This talk will discuss how Lucid collects customer feedback from all customer-facing portions of the company, organizes and weights it, and uses the resulting data to provide actionable insights to the executive and product development portions of the organization. I will address the different sources of valuable data, tools (free and paid) that will automate the collection and organization process, how to weight feedback, and different ways of turning these insights into clear asks and action items for different stakeholders.