Episode 121: Managing Customer Feedback with Sofia Quintero

Listening to customer feedback is one of the best ways to improve your product (and your marketing). But it can get so overwhelming! Our guest today is the charming Sofia Quintero, founder of NomNom. You'll learn how to deal with massive amounts of customer feedback, get quantitative and qualitative results, document your insights, and apply them in your product development process.

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Show Notes

• NomNom — Sofia's company
• Geckoboard — Sofia's previous place of work
• Episode 112: Optimizing SaaS Trials with Alli Blum
• Episode 116: Segmenting Your Users with Val Geisler
• Airtable, Trello, Google Sheets — tools that can be used for recording customer feedback
• The Spotlight Framework — a framework by David Cancel of Drift to make customer feedback actionable
• What is Jobs to be Done (JTBD)? — an article by Alan Klement, creator of JTBD framework
• What is Net Promoter? — how NPS is calculated
• Inside Intercom — Intercom's blog
• Fullstory, Mixpanel, Amplitude — popular analytics tools
• Hungry for Insight — NomNom's blog
• The Practical Handbook to Building Better Feedback Loops — a new free book by NomNom
• Follow Sofia on Twitter: @Sofiaqt

Today's Sponsor

This episode is brought to you by Userlist.io. This new tool helps SaaS founders get a better understanding of each individual user journey, and send users relevant behavior-based email. To learn more, join the waiting list at userlist.io.

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