Virtual CX Summit

The State of Customer Experience Report – 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 100+ digital companies and compiled the statistics to provide insights into the State of Customer Experience in 2020.

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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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The Only Comparison List of Best Customer Feedback Tools You Need

Did you know that 73% of consumers state that customer experience is a crucial factor for determining whether to do business with a company or not?

Additionally, 84% of companies that actively work on improving the customer experience they provide see increased revenue as a result of their efforts.

This makes it crucial that you work on improving your product or service, as well as providing a better experience for your customers.

To be able to do this, you need to know how customers feel about your product and the service you provide, as well as find out what you could do to improve.

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Net Promoter Score (NPS): the right way to use it + FAQs

Do you keep hearing about Net Promoter Score (NPS) being a great tool for improving customer satisfaction, boosting customer lifetime value, and generating more revenue?

If you’re interested in learning what NPS is about and implementing it into your business – you’re in the right place.

In this guide, we’re going to go over what NPS is, as well as discuss its advantages and challenges. 

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A good feature request collection tool helps product managers to do their jobs better

Traditionally, feature request collection is a tedious, disorganized process with varied results. Companies send cold emails to their customers, hope they respond, and if they’re lucky, store their response in a spreadsheet that has little to no structure.

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Improve Customer Experience in SaaS with a Little Homework (15 Must Read/Watch Resources in 2020)

Customer experience, or CX, is critical in today’s user-centered market. Customers have more information than ever before available at their fingertips, and they can share reviews with the world at lightning speed. As a result, it’s important for leaders in SaaS and E-commerce businesses to constantly improve customer experience to stay competitive.

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