At Vita Mojo, I tackled the challenge of managing customer feedback effectively. There were too many different sources of feedback, and it was difficult to prioritize and make decisions. Everyone wanted to be heard, but no one was listening to each other, and customers were getting frustrated.
To address this, I designed and implemented a simple yet effective feedback loop system. We established clear rules and a process that everyone agreed to. This involved a template for inputting feedback, prioritization by the customer team, and a short meeting to agree on how to incorporate the feedback into the development roadmap.
This system had a significant impact. It enabled us to prioritize feedback, make clear decisions, and communicate effectively with both customers and the wider company. Customers felt heard and trusted us to act on their feedback. Internally, we worked more harmoniously, and we were able to take on a greater level of work.
What I’m most proud of is the simplicity and effectiveness of this solution. I’ve seen similar processes become overly complicated and convoluted elsewhere. By focusing on clear communication, transparency, and a system that everyone could easily understand and use, we created a solution that has stood the test of time and continues to be used even as the company has grown significantly.
This experience demonstrates my ability to quickly understand problems, design simple solutions, and align people and processes. It also highlights my belief in the power of clear communication, active listening, and creating systems that empower teams and improve the customer experience.
