One of the things RIM is not really known for is listening closely to customer feedback at least from consumers. They have been getting MUCH better at this in the last few years with customer facing feedback solutions like their forums, Twitter, Facebook, LinkedIn, Beta Zone, and others. RIM did a nice job of explaining how their feedback loop works using an example of their BlackBerry Mobile Conferencing app.
Its actually an interesting read over on the BlackBerry business blog. Now I just wish that RIM could do more to show users that they are listening whether they are consumers, developers, business users, enthusiasts, etc. I get the feeling that RIM is now listening but they definitely need to do more to show that they are acting on the feedback. For example, if a developer or even a consumer gives feedback about a bug or feature enhancement then let the world know when it is fixed or improved or if it cannot be done… They obviously cannot implement all suggestions but showing responsiveness needs to go beyond the Beta Zone limited applications.
For example, it was awesome that RIM added the ability to add to an existing contact in BlackBerry OS 7. On the other hand take the Verizon BlackBerry Bold 9930 back button bug and provide users a solution even if the carrier does not authorize the issuance of a new OS.
Last but not least these are the locations RIM recommends for customers to provide feedback on BlackBerry products and solutions:
- BlackBerry Beta Zone
- BlackBerry Social Communities (including LinkedIn)
- BlackBerry App World Product Reviews
Its interesting to see their forums and Twitter are not on the list…