6 Secrets of Improving Customer Experience with Customer-Centric Copywriting

Customers today want more from brands.

They look beyond the products and, recently, the focus on customer experience has become more accentuated.

Writing catchy copies for your marketing campaigns to grab the attention of your consumers is definitely important. But many marketers have forgotten about writing copies to improve customer experience.

Today, in a highly competitive business environment, the quality of the products is usually similarly amazing. But what can differentiate businesses is the type of experience they offer to the customer. The way they allow them to interact with their brand.

And your job, as a content writer, is to create informative, personalized content, that is deeply focused on consumers’ issues and challenges. Let’s see how you can improve your writing to shift the focus on the customer.

by Ashley Cheng

How To Elevate Your Online Customer Service With Screenshots And Annotations

72% of customers blame poor customer service as the reason for having to explain their issue multiple times.

But, as a customer service agent or the feedback receiver, you know customers are sometimes just as guilty. They are often the ones who do not describe their problems accurately and can waste your time.

So, how can you overcome miscommunication and improve efficiency? How do you shorten the tedious back-and-forth cycle in clarifying technical issues?

This article has got you covered.

by Ashley Cheng

How QA Testing is Moving Up in Today’s Agile Value Chain

In the past, the core goal of testing is to find bugs and fix them. But the dynamics of IT and testing landscape have changed now.

Agile QA approach and user experience driven development (UXDD) have taken modern software development and testing by storm.

Are your QA testers up to speed?

As a QA tester or manager, how you scale up your skills to match today’s innovative challenges is the key to improving testing productivity and advancing your career prospects.

by Ashley Cheng

10 Ways to Utilize Customer Advocacy in Your Business

No matter what type of business you’re in, you have to deal with customers.

They are, after all, the foundation of your business, without which you would have no business at all. Putting a heavy focus on customer needs will help you in many ways, one of which is to create strong customer advocacy.

According to Harvard Business School Press, just a 12% increase in customer advocacy can bring 200% growth in revenue for companies.

So how do you build up advocacy? How do you use it to its full potential?

Here are 10 ways to use customer advocacy in your business, Let’s go.

by Ashley Cheng

5 Reasons to Start Collecting Customer Churn Feedback

Every company wants to provide a product that continues to make customers happy and meet their needs. This will provide a strong rate of customer retention and allow the company to continue to grow.

To do this, customer churn must be reduced.

But, first, you need to know exactly why they churn. Taking the time to dive into customer churn feedback will save not only money but also time invested in acquiring new customers. According to Forrester Research, it costs 5 times more to acquire new customers than it does to retain your existing clients.

Like most companies we wanted to increase our retention rate and one way to understand what customers did not like about our product or experience was to ask them why they left.

So that’s what we did. The churn feedback helped us decide what we should build next to keep our customers happy and even to iterate on our business strategy.

Let’s talk about our process and how you can implement it in your business too.

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.”Kristin Smaby

by Ashley Cheng

25 Tools for Website Feedback Button and How to Set It Up

Getting user feedback is key to SaaS product growth (or any company’s growth, for that matter.)

And a seemingly small thing like placing a user feedback button on your website or in your app can go a long way for your product.

Placed strategically, easy to spot, and asking the right question, it can help you improve your product roadmap and customer service.

Let’s look at some of the tools you can use to create the best feedback button for your website and application.

by Ashley Cheng

How to create a product roadmap with Usersnap Labels

Countless times projects progress so slowly only due to poor ticket management.

This is especially painful when a new product or version of a product is released, and the real-life application of it highlights numerous bugs, issues and suggestions.

And then come all those tickets…

If you are using Usersnap, your team, clients or customers definitely are submitting more bug reports due to the convenience of capturing screens and annotating in-product.

There is nothing worse than a long list of outstanding tickets. However, we do not just want to overload you with feedback. Usersnap is designed to help you manage your tickets as easily and intuitively as you can. You just need a bit of enlightening!

Ticket management is a breeze with Usersnap Labels. Categorize and track the bugs and suggestions with Labels. Easily create a product roadmap with personalized view. Resolving bugs has never been easier.

How easy? Let’s find out!

by Ashley Cheng

How E-Commerce Improves Customer Experience with NPS to Drive Sales

Your customers are your lifeline, you know that.

But how much do you take into consideration how they actually feel about your brand?

You might think all your customers are perfectly happy. After all, your business generates sales, right?

Turns out, without actually speaking to your customers, you can’t truly know how they feel about you, your products or your business.

And, when you’re armed with that knowledge? You can grow your business and earn loyal customers.

In this post, we’re going to cover:

NPS: A closer look at one of the most effective metrics to track if you want to build advocates for your business
Why you can’t only focus on NPS alone
How your NPS ties into your overall customer experience

Let’s go.

by Ashley Cheng

How Google Conducts User Research to Ensure Customer Loyalty

Google’s tech alone didn’t build them into a top company, User Research matters too!

Creatively exploring market preferences is critical for success. Google first gained an initial foothold and held onto it through such evaluations. Such insight, and their acquisition of such continues broadening, then helps informs competitive user engagement strategies. User loyalty is the natural result.

Imagine, for a moment, Google was a condominium with over two billion residents. Do these residents want identical floor plans, fixtures, etc? Definitely not!

Instead, research first helped Google emphasize user personalization. Critical for their expansion, doing so also established current tech trends.

Keep reading for info on Google’s current user research. We will cover study templates, focuses, and trajectory among other facets.

by Ashley Cheng

Close the Feedback Loop: Why Negative Customer Feedback is Most Important.

Customer Feedback Loop is the process of enhancement for your products and services based on the feedback customers give you.

It allows you to implement change according to what your customers have to say. This is one of the best ways to improve your company in an efficient and meaningful way.

And a Closed Feedback Loop is when you follow up with the customers and show them how their opinions impact your business decisions. Which, in turn, can mean more conversions and long-term sustainability for you.

But for many companies, the struggles lies in how to gather customer feedback? And moreover, how to translate the data into actions?

Here is a step-by-step guide on how to establish an effective Feedback Loop and how to manage negative customer feedback and close the feedback loop.