2 Tips on how to scale your product by ignoring your users’ feedback:

1. Don’t act on feedback from those unloyal users who define your product’s core value differently than your loyal users do.

Why? Because your product’s core value is not the main benefit for them. And if you develop every single feature they request, it is very unlikely that they won’t look around for alternatives.

2. Do act on feedback from those unloyal users who define your product’s core value exactly like your loyal users do.

Why? Because your product’s core value is the main benefit for them. And if you develop the features they request, it is less likely that they will look around for alternatives.

To follow this route, make sure that:

• You have a clear definition of a loyal user
• Your segmentation for the loyal and unloyal user is accurate
• Loyal users’ understanding of the product’s core value is exactly the same as yours. If not — one of the variables (either loyalty criteria or product’s value) is defined improperly
• You act on feedback from active users only: your goal to scale the experience that brings retention
• You should have a clear definition of an active user. If you do not have one, pay attention to those users who’ve established a habit to come to your product over time
• Never give any incentives. Your goal is to get actionable feedback, not a list of compliments, even if they come from smart people