#10-community
Thread
Hi CMAers đź‘‹
I think I’m hitting product interview fatigue in my community and would love your advice.
Historically, any feedback session we posted filled up fast. That’s no longer the case. My hunch: we’re running too many overlapping asks. Right now, there are ~3 different sessions from CS and 3 separate design-led sessions… and I’m the one sourcing customers for all of them.
A few specifics:
We do offer incentives for the sessions.
• Customers don’t get much of a follow-up, beyond seeing things in product release notes. I’d love to fix that but haven’t cracked a scalable way yet.
Questions for you all:
• How are you putting guardrails around how many interviews/feedback sessions go to your community at once?
• Do you have an intake or prioritization process with Product/CS so it’s not just “whoever asks loudest”?
• What’s working for you to close the loop with customers so they feel their input mattered and don’t burn out on requests?
Any playbooks, examples, or “we tried this and it flopped” stories are super welcome. 🙏
Have you looked at the overall marketing and company strategy for this FY? I always find building an "at a glance" strategy overview and then plugging in the asks with which part of the strategy they align to helps to get a lot of clarity.
Often, there are asks of the customer that don't actually align to the current company strategy, which is an easy way to push back to the requesting team.
That’s great input. These are all aligned, so right now that isn't an option but I do like this idea…. Could make it a drop down in the request form to help with prioritization if something doesn't align with the overal company strategy
2 ideas I'd jump to would be:
• Set the number you accept/support at 1 time based on the fatigue folks are feeling now to correct it moving forward
• Bundle them up so it's a “call for research participants” sort of thing that folks complete a form to share the needed info and select the program(s) they'd like to be considered for that are opening at that time. I'd imagine a cycle like this is on a quarterly or semi-annual one for folks.