Anybody who’s labored with me is aware of I famously hate conferences. I’m fairly open with my perception that the majority conferences (particularly massive ones) are destined to be counterproductive, and days filled with them often sap my power, dilute my focus, and attain little. I’ve come to comprehend that if you wish to kill an thought, have a gathering about it.
However as exhausting as it’s for me to confess, I’ve just lately fallen in love with one assembly.
Final yr, the CMO at my firm, Jeanne Hopkins, added a considerably mysteriously named assembly to my (and the remainder of the product group’s) calendar: “Voice of the Buyer.” She defined the idea to me — to solicit suggestions from all the firm’s customer-facing departments and ship it on to product managers — however I wasn’t bought. How would this be completely different from the handfuls of conferences I’ve quietly killed as a result of, regardless of greatest intentions, they inevitably devolve into non-actionable, design-by-consensus disasters?
However I went in with an open thoughts.
Midway by way of the assembly, I used to be rapt. By the tip, I had taken extra pressing notes than I had in many of the final month’s conferences mixed. By the subsequent morning, I had shifted our product roadmap.
Within the months since, I’ve realized that our VoC assembly will not be solely my favourite assembly however has modified our product’s course and made our platform extra customer-friendly than nearly any single different factor we’ve performed.
Right here’s how we run the session, and why it’s a lot simpler than different conferences.
After dissecting the assembly from numerous angles, I’ve realized one factor that units it aside is its construction — not simply the assembly’s agenda or invitees, (though these, too) however actually how we arrange the room and the way that formation helps the assembly ship on its promise.
Each VoC session is ready up the identical manner: On one aspect of the lengthy desk in our greatest convention room sit leaders from the departments which might be in direct contact with our prospects and clients — gross sales, buyer success, and buyer help. On the opposite aspect are our product managers and myself.
This structure helps us give attention to the aim of the assembly — for these customer-facing departments to ship clear, stack-ranked, unvarnished product suggestions from our clients. We’re all wanting immediately at one another; there may be nowhere to cover from the suggestions.
Regardless of the head-to-head setup, this assembly is extraordinarily collaborative and structured. Every presentation follows the identical format, month after month: What are the highest three elements of the product that assist the division delight clients, the highest three issues getting in the way in which of that delight, and the three most essential areas that division wants help.
Naturally, there are repetitions between conferences, and that’s essential and intentional. Seeing the identical points rise to the highest many times forces us to maintain specializing in these important points till we get them proper. However as new points emerge, the record evolves, and the product group is given the data it must triage bug fixes, prioritize new options, and enhance the UX.
Nobody on the product group presents, and once they converse, it’s nearly all the time to ask for clarification or further context. We don’t defend previous selections, we don’t supply justifications, we simply pay attention and take in. As an alternative of getting to arrange seven particular person conferences to get that data piecemeal, the VoC assembly brings all of it collectively in a single streamlined session.
Because of the construction and contents of the assembly, the product group and I all the time go away with renewed objective. We determine areas of the roadmap that we have to re-prioritize or tweak. The periods drive us to get out of the event weeds and immediately confront essentially the most urgent points in entrance of us.
But when I’m being trustworthy, the influence of the VoC assembly goes effectively past that. Greater than something, the assembly forces us as a company to be fanatical about gathering and appearing on buyer suggestions. We now have a group of good, clever people who find themselves consultants at what they do, however nobody understands our product’s strengths and weaknesses higher than the individuals who use it day by day.
The VoC assembly has confirmed many times to be the right manner to ensure we’re charting the appropriate course.
That’s fairly excessive reward for somebody who hates conferences.
Paul English is CTO and co-founder of company journey SaaS platform Lola.com.
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