Customers Aren’t Always Right - Their Problems Are

Prioritising customer requests purely by volume is a flawed strategy.

Volume doesn't guarantee the best solution. And it doesn’t address whether this is the right problem to solve.

But it still blinds teams.

Yes, customer feedback is great for spotting patterns and surfacing needs. But raw demands don't point to the best answer. Building features based solely on who shouts loudest will result in bloated products or patchwork fixes that don't scale.

A client might demand Feature X but their request likely reflects a deeper pain point solvable in a more elegant, cheaper, faster and more beneficial way.

Strong product teams distil customer insights. Instead of asking: "What do customers want?" ask: "What problem are they trying to solve?".

Your customer problems are your problems.

Using no-reply emails puts up a barrier and can leave customers feeling ignored.

Instead, businesses should use email addresses that invite replies and ensure responses. It’s a simple way to build stronger relationships and gather valuable feedback.