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.

by Markus Pirker

What to do if you only have $100 to spend on User Testing

User testing is a bit like sports.

Almost everyone agrees that it is essential, but only a few manage to do it regularly.

Quite often getting your product tested by real people is skipped because of budget constraints and exploding costs in development.

Furthermore, this misconception is fueled by usability professionals frequently charging up to $15,000 to run a simple usability study.

But user testing doesn’t necessarily have to break the bank. Here’s what you can do with a budget of only $100.

by Ashley Cheng

Voice of Customer: Why VoC should lead your product development process

As a product manager or a SaaS company owner, what is your main drive in building new products? What impacts your decision-making process?

Do you consider customer feedback?

Should the Voice of Customer influence product development?

In Frost & Sullivan’s survey research on R&D/innovation and product development priorities, 84% of the respondents declare that they employ the voice of customers (VoC) in their product development cycle.

You may have realized how customer feedback has become a huge focus in recent years. It is the most important factor in delivering exceptional user experience.

In this article you will find out why incorporating the voice of customers to your strategies can bring your business success.

by Ashley Cheng

10 Effective Ways of Collecting Customer Feedback

Customer feedback is important. But customers have short attention spans.

So, how do you overcome this hurdle and get this extremely valuable customer feedback?

By creating an easy and seamless experience.

There are many options for you to choose in collecting customer feedback. The list below provides short yet comprehensive descriptions for each one.

by Ashley Cheng

Crowdtesting – all you need to know

You have developed your product sparked by brilliant ideas and are ready to go-live. But have you caught all the bugs in your application? The customer finding it could damage your reputation.

Negative online feedback is just a finger’s swipe away. We all know social media’s viral nature. It can easily make or break brands. It’s nice to have your customers testing the application. But, that’s not feasible, right?

Do we have any smart solutions available? Crowdtesting is the answer.

Successful brands globally are increasingly using Crowdtesting for flawless products. It is a cost-effective and real-world multi-platform testing approach. Let’s explore more.

Digital agencies: Streamline your client approval process

Digital agencies:
Streamline your client approval process