A customer partnership program replaces random feedback collection with direct relationships. The key: ask why repeatedly to uncover the real business need behind each suggestion, not just the surface request.
How do you think about like filtering feedback? Yeah, so in the beginning we were taking all the ideas and then balancing internally, but now like, so we have a customer partnership program, so we work with some companies like tied together so we can get feedback directly. And I manage some of those relationships directly, personally. So I became better at asking why, like a lot of times in the first time they, they tell me something. So for example, hey, I have this idea that could like help us do X. Yeah. And I ask, why do you need that idea to be implemented? No, because I'm doing Y. And oh, and what's the reason behind that Y? And They explain something and then I ask, why are you thinking of the solution this way?
Paige of Behind Genius driving an AI electric train in St. Louis (Intramotev Visit)
