{"id":170,"date":"2024-06-29T11:34:35","date_gmt":"2024-06-29T09:34:35","guid":{"rendered":"https:\/\/productbooster.dk\/?p=170"},"modified":"2024-07-08T15:02:31","modified_gmt":"2024-07-08T13:02:31","slug":"new-post","status":"publish","type":"post","link":"https:\/\/productbooster.dk\/?p=170","title":{"rendered":"Love your &#8220;angry customer&#8221;.."},"content":{"rendered":"\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">As a product manager, I prioritize spending time on either direct 1st-level user support or 2nd-level support because it gives me unique insights into users&#8217; challenges and problems. Occasionally, you receive a VERY angry and partly unreasonable email from a VERY upset and rude customer who uses the worst kind of vocabulary to describe your terrible product and demands their money back. This is my favorite customer, and here is why:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Valuable Feedback:<\/strong> When managing a B2C product, up to 95% of dissatisfied users never contact you or your company. They simply leave, thinking, \u201cHow terrible, let me find something else,\u201d and you never get insights about why or how to improve the product. Polite engagement with the angry customer can provide unique and valuable insights if you can manage not to take their rudeness personally. By listening to the angry customer and filtering out the rudeness, you can often find valid and valuable points that can increase your understanding of the user persona and improve the product.<\/li>\n\n\n\n<li><strong>Engaged Customers:<\/strong> The \u201cangry customer\u201d is also an engaged customer who cares about what your product delivers. This is a personality trait that differs from the 95% you never hear from. By reaching out, listening, and acting on some of their feedback, you can build a trust relationship that can lead to a continuous flow of feedback. Therefore, I usually invite angry users to be test users of new features or releases.<\/li>\n\n\n\n<li><strong>Potential Champions:<\/strong> The engagement level of an angry customer is EXACTLY what you need to recruit champions for your product who can act as enthusiastic testimonials and spokespersons in their community. The path from angry to champion is actually quite short, mainly because they care and are engaged. This is a personality trait that is essential in a valuable champion.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Treat your angry customers as gold!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p>As a product manager, I prioritize spending time on either direct 1st-level user support or 2nd-level support because it gives me unique insights into users&#8217; challenges and problems. Occasionally, you receive a VERY angry and partly unreasonable email from a VERY upset and rude customer who uses the worst kind of vocabulary to describe your [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":493,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"iawp_total_views":18,"footnotes":""},"categories":[2],"tags":[],"class_list":["post-170","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/posts\/170","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/productbooster.dk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=170"}],"version-history":[{"count":4,"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/posts\/170\/revisions"}],"predecessor-version":[{"id":430,"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/posts\/170\/revisions\/430"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/productbooster.dk\/index.php?rest_route=\/wp\/v2\/media\/493"}],"wp:attachment":[{"href":"https:\/\/productbooster.dk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=170"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/productbooster.dk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=170"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/productbooster.dk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=170"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}