Wednesday, May 02, 2007

Using the Web for customer feedback

Dell solicits product requests from customers on their Ideastorm site. That is fairly common, but they have added a voting mechanism. If a user likes a posted suggestion, he or she can endorse it with a single click. Dell decsion makers (and customers) can query the site to see which requests are most popular and take appropriate action.

37 Signals also makes excellent use of Web forums for customer feedback using threaded discussion forums. Here is the forum for their Basecamp project management service. They accept and discuss feature requests, tips and tricks, how-to questions, bug reports, and examples of Basecamp use along with making announcements.