http://www.dimensionalresearch.com/blog/2009/07/13/dealing-with-negative-feedback/ Market Research Insights for Technology Companies Mon, 06 Sep 2010 12:24:54 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.dimensionalresearch.com/blog/2009/07/13/dealing-with-negative-feedback/comment-page-1/#comment-391 Christine Fife Thu, 29 Jul 2010 17:43:10 +0000 http://www.dimensionalresearch.com/blog/?p=195#comment-391 Nice post and there is a particular sentence that really stands out: "You have to create an environment that allows people to tell you about the downside." In every aspect of today's marketing/communications practices, companies should be creating opportunities for their customers to talk back to them--both good and bad. 1) getting feedback of both kinds can help improve their products and let them know when they've got a problem. 2) Getting positive feedback is something to highlight for potential customers. 2) Negative feedback could be turned positive in many cases if they get on it early enough (if it is something that isn't product-improvement related, especially). I'm a big advocate for letting a company's audience feel welcome to respond and give feedback. Psychologically people who feel that they are invited to give feedback, both good and bad, feel less inclined to be angry about negative feedback. Their negative feedback is more constructive. Nice post and there is a particular sentence that really stands out: “You have to create an environment that allows people to tell you about the downside.” In every aspect of today’s marketing/communications practices, companies should be creating opportunities for their customers to talk back to them–both good and bad. 1) getting feedback of both kinds can help improve their products and let them know when they’ve got a problem. 2) Getting positive feedback is something to highlight for potential customers. 2) Negative feedback could be turned positive in many cases if they get on it early enough (if it is something that isn’t product-improvement related, especially).
I’m a big advocate for letting a company’s audience feel welcome to respond and give feedback. Psychologically people who feel that they are invited to give feedback, both good and bad, feel less inclined to be angry about negative feedback. Their negative feedback is more constructive.

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