Using Customer Product Reviews to Guide Your Business Strategy- Patricia Osorio Ep83

Patricia Osorio: How to Use Customer Reviews to Guide Your Business Strategy

Did you know that you can use customer reviews to improve your product? Reviews give a great deal of consumer data that you can use to improve communication or product to fulfill customer needs.

In this episode of the Page One Podcast, Luke Peters speaks with Patricia Osorio, the cofounder of Birdie. Birdie is a SaaS company with a powerful AI platform that captures customer feedback from multiple sources. She is also the co-founder of GVAngels, an angel investor group that invested more than $5 million in several startups, and an active angel investor. Patricia has a background experience with Marketing, Product Management, and Business Development.

Listen in to learn how customer reviews can help you understand the improvements needed in your business. You will also learn why you should first understand consumer problems when dealing with negative reviews before taking major actions.

Key Takeaways:

• The importance of consumer reviews in encouraging validation economy and collecting consumer behavior data.
• Understanding the consumer data you can get or not get from consumer reviews.
• How to monitor, moderate, and reply to customer reviews through a system of engagement.

Episode Timeline:

• [2:46] Patricia explains how Birdie helps companies understand their customers’ needs in a constant and deep way.
• [3:49] How Birdie focuses on getting feedback where conversations about a brand’s product are happening online.
• [5:20] She talks about her education and entrepreneurial background plus how Birdie was started.
• [7:02] She describes Birdie’s key metrics that include a healthy pipeline for revenue generation and ensuring proper product engagement.
• [9:49] Why consumers require reviews before buying and the importance of reviews for a company.
• [11:25] Patricia mentions some interesting sources where consumers are having conversations that are beneficial for your product.
• [14:14] She describes some of the things your brand can do to improve your customer reviews.
• [16:23] She mentions some interesting insights Birdie’s customers were able to pull out of their campaigns.
• [19:27] The type of data you can’t get from consumer reviews and need to combine other strategies.
• [21:42] Why you should first try to understand customer problems before acting on a negative review.
• [25:04] The three-step process you need to follow to measure KPIs and take action to improve customer reviews.
• [29:41] Patricia explains the opportunities they had with their first customer.
• [32:02] How to approach hiring talent by showing them your vision and dreams so they can help you get there.
• [35:21] The importance of focusing on one thing at a time as an entrepreneur to get the chance to grow.

Quotes:

“If you look at every opportunity at once, you will never get to the first place that you planned to get.”- Patricia [35:45]