[Webinar] Breaking department silos to build great Customer Experience

Are your CX efforts not showing impact? Is your team working on customer journeys alone? Oh-uh.

Great customer experience can not be built by single departments, teams need to learn how to collaborate on CX initiatives together. We brought on 3 department leaders from 3 highly customer-centric organizations to talk in this panel.

Who are the panelist?

Harriet Kaufman, Principle Customer Success Manager at Mixpanel. Harriet will dive into tracking customer LUV, a customer value metric invented by their teams, and how to create alignment across departments.

Barbara Stewart, Marketing & CX consultant at Hiya Marketing. Barbara will reveal insights on how to differentiate channel tactics to the CX vision.

Haymo Meran, Head of  Product Management at Usersnap. Haymo will tell the wholesome story of transforming processes, even the techy ones, into customer-centric experiences.

What’s the agenda?

We will kick off by each panelist sharing what customer-centricity looks like for their department. Then we have 3 topics to discuss:

  • CX challenges for each department
  • Successful cross-functional CX strategies
  • How to track and measure CX

Finally closing off with Q&A.

Let’s break silos and CX bottlenecks

To watch the replay of the webinar, join the Feedback Tribe today. All panelists are in the community so feel free to talk to them!

What is the Feedback Tribe about? We’re a group of CX enthusiasts that loves customer feedback. We talk about ideas, ongoing projects, case studies, trends and from time to time rant about our struggles.

You can expect more webinars, virtual meet-ups, content collaboration and Ask Me Anything sessions coming up from the Feedback Tribe!

The State of Customer Experience Report in 2020 – CX statistics to help you move in the right direction

It’s been 2 years since we at Usersnap started developing a tool for Customer Experience. We must say – it’s been such an exhilarating journey so far! 

For research purposes, we talked to many experts, interviewed a large number of potential customers, and even built a community! We learned a lot and shared our findings on our blog through stories and ebooks

However, what we have for you today is very special. We reached out to many digital companies and compiled the statistics to provide insights into the State of Customer Experience in 2020.

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Track feature requests & read customer feedback on Slack: what we do at Usersnap

Tracking feature requests from customers is a blessing, and also a nightmare for Product Managers. You want to know the needs and new ideas from your customers. So you love hopping onto different pages to hunt them down, hitting F5 to refresh the list every hour. I’m only kidding.

We at Usersnap believe the voice of customers should be the driver of product development. And our Slack integration 2.0 allows you to track customer requests timely in a streamlined fashion. 

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CX Manager vs. Customer Support: What’s the difference, and why you need both

You’re probably already aware that customer support is important for digital companies.

According to Entrepreneur, great customer support strengthens your company’s brand, opens doors for partnerships, and increases retention — which is 5 times more profitable than acquisition. 

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50 Inspirational Quotes on Customer Experience to Guide Your Way

Customer experience is a topic that almost anyone can relate to. Yet it’s not easy at all to do a cracking job. 

If you’re just starting out in CX, or you’re feeling a bit lost on the way, here are 50 to-the-point quotes on customer experience to help you get (back) on track.

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Here’s what you missed at Usersnap’s Customer-Centric Growth Virtual Summit 2020

Usersnap’s 1st virtual summit, The Journey To Customer-Centric Growth, set sail on May 20th 2020. In case you’ve missed it, replays of all 49 talks are still available for the following month. We’re also here to do a recap for the hottest topics that came up and the most upvoted talks by attendees.  

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Customer-Centric Transformation with Power of Feedback – Talk @ Journey to CX Summit

This article is an adaptation of Klaus-M. Schremser’s talk at virtual summit The Journey to Customer-Centric Growth. Replays of all 50 talks available now till June 2020.

Collecting customer feedback is the magic that turned our company into a more customer-centric organization. We agilely implemented the feedback for our product and improved the customer journey. Our monthly new customers rate doubled and product trials went up by 155%. 

Klaus-M. Schremser, Head of Growth
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The Journey to Customer-Centric Growth: Our 1st Virtual Summit on May 20th!

Wow, can’t believe we actually pulled together a summit with more than 50 speakers on Customer Experience and Customer-centric growth in less than 2 months!

And now we’re proud to say The Journey to Customer-Centric Growth – Success Stories of Scaling CX and Qualitative Feedback is a MUST attend, learnings guaranteed event. Especially for SaaS product managers, customer success managers, growth marketers, and actually all the organizations that aspire to listen to the Voice of Customers.

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#AskMeAnything with Jennifer Clinehens on the Feedback Tribe

Jennifer Clinehens, the author of CX That Sings and Choice Hacking, whose an expert in customer behavior psychology and the Head of Experience at The Marketing Store – an agency that focuses on customer experience, joined the Feedback Tribe for an energetic round of Ask Me Anything.

Here are the top 10 liked questions. To read the full Q&A, join the Feedback Tribe slack group.

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7 Usersnap Collaboration Tips to Manage Customer Feedback Loops with a Visual Twist + Most Requested Feature Release!

Rejoice, do a celebration dance, insert high-five emojis… visual customer feedback just entered a new league with the Attachment feature.

Don’t stop at collecting feedback, manage it like a pro

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