What You Should be Doing with Customer Feedback & Experience

Mastering & Understanding the ROI of Customer Feedback & CX

Let’s start with a quick equation:

🤑 Customer Feedback ROI = 100 x (Benefits – Investments) / Investments

In a recent study (which matches our experience), many CX leaders find it hard to quantify the impact 💥, or the ROI of customer feedback and customer experience (CX) on business outcomes and metrics.

But in a successful business, it’s imperative that the benefits of initiatives are not only defined in a qualitative way, but also in quantitative, measurable numbers.

And that’s exactly why you should calculate the ROI of customer feedback & CX. It’ll give you the ability to guide your investments to produce the greatest revenue return and ensure the sustainability of your business.

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Using Qualitative Feedback to Scale Efficiency – How Hunter Engineering Improved Communication across Teams

Qualitative feedback is essential when you’re building and maintaining an app that 1000s of users rely on. It’s the difference between having a functional & useful page, vs. buttons & features that are not working. No matter what you’re working on, or which industry you’re in, it’s important to understand the needs of your users, teams, and colleagues. Not only does this make your life easier, but it’s also an indispensable way to increase efficiency, improve user satisfaction, and prioritize your goals.

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How AI Transforms User Feedback Analysis

Introduction: Why AI can be a game changer in analyzing your users’ feedback

In today’s digital era, or let’s call it the AI era, all areas of our life will be impacted by the new developments and opportunities that artificial intelligence is offering. But let’s focus on customer feedback first. User feedback and its analysis play a vital role in shaping and improving digital products. With the constant influx of data, manually analyzing and categorizing user feedback can be time-consuming and labor-intensive.

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Understanding the B2B2C Business Model – Learning from POM’s Success

This article will help you understand (or remind you) what a B2B2C business model is and learn how POM navigated its industry’s challenges successfully by understanding their customers’ needs. So grab your bucket of popcorn and oversized drink, and let’s help you apply the same concept to your product!”

B2B2C, or business-to-business-to-consumer, is a business model that connects manufacturers to retailers to consumers. POM’s B2B2C business model simplifies purchasing, so everyone gets paid without wasting time creating invoices and following up on payments (read ‘less paperwork’).

Customer feedback is crucial to providing the best experience that users need. Usersnap helped POM leverage customer feedback to increase revenue and support the B2B2C model.

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User behavior analytics for SaaS: best tips and examples for 2024

User behavior analytics are part of the puzzle for a SaaS company’s success. They unlock the insights, both said and unsaid, by customers, and create better product decisions for customers over time.

Ever so often, a morning for a SaaS product manager could look like this:

Grab a stimulating morning beverage (I like coffee myself)
Check the customer feedback received
Monitor customer support tickets
Look at the roadmap
Dig deeper into heatmaps and user behavior analytics
Align with colleagues on what to build next

All of this seems great on paper, but in practice, this gets tricky. Why? Did you ever find yourself in a “paralysis by analysis” situation? If so, there’s too much information to make sense of it, and now you’re blocked from moving forward.

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How to Capture or Record Video from Website for Feedback [Tips & Tools]

If you’re searching for a tool to capture or record video from a website to improve your support process, then most likely this is how your users typically send a question/complaint:

They find your “support@email” and write something vague, like: “My web page loads funny and slow.”

You ask for more details; they reply back a few days. After 3 or 4 back-and-forths, the culprit turns out to be nothing more than the customer’s buggy add-on.

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

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

If you’re interested in learning what Net Promoter Score 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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6 Ways to Collect Product Feedback from Web Customers

You’ve just launched your new product or you just finished building a new website, and now you wonder what your customers think about those changes. You need product feedback, but can’t get it yet. We know the struggle.

Also, can customer feedback really provide insights to help your company propel itself into product-led growth?

Let’s see 6 ways you can approach this challenge.
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Creating a Winning Product and User Feedback Policy: The Importance, Components, and a Step-by-Step Guide

A well-executed product and user feedback policy (PUFP) is a critical aspect of any successful business strategy. This policy outlines the steps taken to effectively gather, manage, and communicate feedback from customers in a manner that promotes trust, accountability, and a deep understanding of the needs and desires of the user base.

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Best approaches to product feedback management

Teaming up with customers to accelerate product feedback management has become a common practice in many industries. An additional effect is that by consulting consumers in the product development phase, companies are able to meet their expectations. By doing so, companies save the time and resources that would otherwise be spent on developing rarely or never used features.

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