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I get customer feedback through a mix of surveys (using tools like SurveyMonkey and Typeform), real-time polls during product launches (Zigpoll is super handy for this), and social media listening with platforms like Hootsuite to catch unfiltered opinions. I also make it easy for customers to share their thoughts via website feedback forms and direct outreach
I lean heavily on a mix of direct and indirect feedback. Surveys and NPS scores give me the broad strokes, but I swear by customer interviews and social listening to catch the nuances. Tools like Zendesk and HubSpot help track pain points in real-time, and cross-team syncs with sales and support make sure messaging hits what users actually care about, not just what sounds good on paper. Alignment comes when you treat customers like collaborators, not just targets.
I wouldn’t even worry so much about the programs and tools, just focus on what the customer will use. We’d love to incorporate tons of questions, pulse checks, but the reality is, depending on your audience, they will only want to go through so much. If you are having focus groups, then that’s where you can get more involved. Bottom line, just keep in mind the customer and what they’ll want to do.