Why customer feedback is killing your innovation efforts

Why customer feedback is killing your innovation efforts

feedback (fēdˈbăkˌ)
n.
The return of a portion of the output of a process or system to the input, especially when used to maintain performance or to control a system or process.

Feedback is not what people think it is. Originally, feedback is an electronic signal received in response to an electronic output. The signal received back can help determine if the outbound signal was “right” or received properly. Today, the term can be applied to non-electronic and non-automated processes, too.

Feedback is good for improving or correcting a process. It’s not good for measuring the impact of the process. Feedback on a product feature, for example, may tell you if it works as expected, but not if the feature contributes to some larger desired outcome. If you want to know about the desired outcome, you have to ask explicitly for that.

Lean Start-up Part IV

It has been awhile since I’ve updated the progress on a very lean startup I’m helping out.  Last time out I briefly discuss our first engagement with customers through personal interviews and surveys. I am pleased to report our first failure.  : )...

Customer Development is Hard

I’ve been working in technology for a pretty long time, having weaved my way along an illuminating path through development, IT, project management, product management, product marketing, marketing and executive leadership. The two key principles that tie the...

Customer Development Gut Checks

Through the evolution of their start-ups, entrepreneurs will face many  inflection points, at which decisions made or not made will determine their future.   The painful truth is that a wrong turn may lead to its demise, whereas a right turn leads to another...

Customer Development and Start-up Models

I am sensing marked uptake on the concept of conducting serious customer research in order to jump start high tech start-ups.  It’s about time. There’s definitely buzz building around Steve Blank’s customer development methodology.  Ego dictates that...