In my role as an Associate Product Manager at WhiteHat Software, customer engagement was foundational to our approach in managing and evolving our products. An example of my approach towards customer engagement was the implementation of a user feedback loop for our flagship product.
We rolled out regular customer surveys and dedicated a channel in our product for direct user feedback. By actively soliciting customer opinions, we created a sense of active participation within our user base. However, constructive engagement didn't end there. We made it a point to follow up on feedback, ensuring that users felt heard by sharing updates on the changes made based on their inputs.
One of the successes from implementing this strategy was the introduction of a highly requested feature that tremendously improved our product's usability and, in turn, increased our active users by 20%. This experience taught me that an effective customer engagement strategy can turn customers into active stakeholders, ultimately benefiting both the product and its users.