“I think people can be quite fearful of asking customers in particular for feedback. We hear the worry that if they ask a customer for feedback and they don’t act on it, that makes them look really bad.”
Receptive is a SaaS company helping other businesses build better products by collecting and acting on customer feedback more effectively. Hannah Chaplin (@HanChaplino) founded the company, along with her co-founder Dan, back in 2015. Like many other B2B SaaS startups, Receptive began its life as a project inside of an existing organization that was eventually spun out into a full-scale business. Hannah and Dan found that they’d struck a chord with businesses that were really struggling with capturing, prioritising and acting on customer feedback to try and answer a critical question: What should we build?
In this conversation, we discuss:
- How you can balance product vision with feature requests
- Some common mistakes companies make with feedback
- Tools and strategies for prioritizing input from customers
- How Receptive started attracting larger customers, and how the company rallied around this
- Whether all product feedback is equal (hint: it’s not!)
and much more!
“Very often when we look at the data, we find there’s a pain point customers are talking about and prospects are talking about that actually aligns nicely with the vision we have for the product.”
Listen to the episode
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