Tracking the life cycle of customer attitudes and product features

Recognizing patterns in the evolution of customer attitudes to create better products

The categories of your product features will shift over time. The perceived value of a television remote has changed over the years as the product evolves. There are some known patterns in the evolution of perceived feature value. Detecting these patterns will help you make better decisions.

Perception of value is also related to the evolution of the customer relation with your product. A customer's perception of value changes over their own life-time too. New users look at your product differently than long-time users. It's important to understand where your customers are in their life-cycle to make the right decisions.

Tracking feature categories and customer satisfaction by their position in the customer lifecycle means you'll sometimes have to reach out to the same customers again (and again). My experience has shown that this works best if you do your surveys live. The connection you create with people through live interviews makes them more inclined to agree to later interview requests.