Closing the loop.
WHY SUPPORT IS THE BEST SOURCE
It hears what actually confuses and fails, in the customer's words.
WHAT USUALLY BLOCKS IT
No route from support to the product team Anecdotes rather than evidence Support treated as downstream
WHAT TO ESTABLISH
A regular, structured handover.
WHAT IT SHOULD CONTAIN
Top volume drivers New issues since last time Issues affecting the most customers Direct quotations
WHY QUOTATIONS
They carry weight that summaries do not.
WHAT TO QUANTIFY
How many customers, and how often.
WHY
Prioritisation runs on numbers.
WHAT TO AVOID
Bringing every complaint Advocating for the loudest customer
WHAT TO BRING INSTEAD
Patterns.
WHAT TO ASK FOR
A decision, even if it is no.
WHY
An explicit no is better than silence, and it can be communicated.
WHAT TO DO WITH DECISIONS
Tell the customers who asked.
WHY
It closes the loop, and they remember.
WHAT TO TRACK
Whether reported issues are fixed, and how long it takes.
WHAT THAT REVEALS
Whether the loop actually works.
