Customer Feedback Loop – 5 Easy Tools to Help You Listen and Act by Kevin Dwinnell

The ability to capture the voice of your consumer today is quite abundant and that’s a fantastic thing. Like at most businesses, Brand Thunder continuously looks at how it can improve its product. We’re thankful for the various channels available that allow our users to voice their own thoughts on where we should focus. Collectively, we build a better product faster.

It’s also not too surprising that what half the audience thinks is great, puts off the other half. I think that’s where a blend of looking at your business metrics and listening to your consumer helps paint the more complete picture of what you should be delivering. A recent example for Brand Thunder can be found in the New Tab search box we include with our interactive browser themes. To look at the performance of the tab search box shows active usage and win for our users, however, listening to complaints in our uninstall survey suggests a contingent dissatisfied with the placement. We added a simple check box to allow users to remove the feature. Win-win.

I’ve captured the placements and tools we find most useful to hear what our customers have to say. Would love to know your thoughts if there are some obvious ones we’ve missed.

Surveys

In the web applications business, you realize that when you get a lot of people trying your product, you get a lot of people leaving it. That’s a great pool of people to help you understand likes and dislikes. We tapped into it by looking through the WordPress Plugins in search of a survey tool we could use on our Uninstall page. We felt Surveys fit our need best and the developer offered good information on his site.

Get Satisfaction

Get Satisfaction has been our support tool for a long time. The site has been growing its capability and adjusting its pricing structure to be more available to small businesses. It’s a great place to talk directly with your consumers and address their immediate needs. We’ve been able to help users find the tweak they need to a product for features that aren’t available or haven’t rolled out yet. It’s been a great community tool.

TweetAlarm

Just as much commentary is going to happen outside your channels as it will in them. I’m a big fan of TweetAlarm. It’s proven much more reliable than other Twitter alert services I’ve used. It might help that its mostly good news that its been sending.

Google Alerts

For all the printed word of the web, you’ll need to tap into Google Alerts. It’s a great tool for tracking articles, commentary or re-posting of stories about your company.

Real-time Search

If you’re in a category that’s hot, or something is breaking in your industry the real-time search tools that are available are a huge help, and your options are growing. You can use a comprehensive discovery tool like Bing which has integrated Twitter search, has Foursquare up and coming for its maps and a host of other features. You can also use specialty search engines like Collecta which does an amazing job of scouring blogs, comments, photos and other content as it gets posted.

These are some of the tools we like and depend on. If you have some we shouldn’t miss, please share.

Posted in Commentary | Tags: Bing, brand thunder, browser themes, Collecta, Get Satisfaction, Google, Twitter, Web search engine | 1 Comment »

Your Browser, Like No Other – Introducing Canvas by Kevin Dwinnell

Today, Brand Thunder announced Canvas our latest Boom! and a major step forward in Internet Browser visual style flexibility. You can read the press release here, but in a nutshell, you can make any photo, or any image on a web page, your browser theme. This is a totally new experience in the browser space.

Now the browser can be something very personal with the addition of photos of family, friends or pets. Or, you might go for extremely stylish and explore the free textures that are abundant on the web. You might even go for something more lively by adding an animated gif (like the one in this post). It’s all up to you. It’s your Canvas.

While I could drone on for a thousand words or more, it’d be better to install it yourself from our Canvas download page and see what you can do with your pictures.

Don’t miss the Tips & Tricks at the very bottom of the Tutorial (this is the page you land on after installing, or you can access it under the B/T button at the right of the browser). You’ll get a good idea of options you have as well as some fun sites to explore for images to add to Canvas. And, each visual you add is housed under a My-Pix button where you can switch between them any time you like.

One last request. It’s a beta. We’d like your help. As proud as we are of this innovation, there’s plenty of room for improvement. Once you’ve tried it, drop by our page on GetSatisfaction.com and give us your feedback. Community help and support would be greatly appreciated.

We hope you enjoy it.

Posted in Commentary, News | Tags: brand thunder, Brand Thunder Boom, Branded Browser, Browsers, custom browser, firefox, Get Satisfaction, Tips & Tricks, Web browser | 2 Comments »