Category: Customer Feedback & Experience

Why is customer feedback important? How to improve customer satisfaction? What can be measured beyond NPS? There’s an ocean of questions, and here’s your treasure chest.

Qualitative Feedback: What is, How to Collect & Analyze It?

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.

Continue Reading “Qualitative Feedback: What is, How to Collect & Analyze It?” →

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.

Try Usersnap for Understanding Customers’ Needs

Try Usersnap Now

Continue Reading “Understanding the B2B2C Business Model – Learning from POM’s Success” →

User behavior analytics for SaaS: best tips and examples for 2025

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: 

  1. Grab a stimulating morning beverage (I like coffee myself)
  2. Check the customer feedback received
  3. Monitor customer support tickets
  4. Look at the roadmap
  5. Dig deeper into heatmaps and user behavior analytics
  6. 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.

Try Usersnap for Understanding User Behavior

Try Usersnap Now

Continue Reading “User behavior analytics for SaaS: best tips and examples for 2025” →

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. 

Continue Reading “Net Promoter Score (NPS): the right way to use it + case study” →

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.

Continue Reading “6 Ways to Collect Product Feedback from Web Customers” →

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.

Continue Reading “Creating a Winning Product and User Feedback Policy: The Importance, Components, and a Step-by-Step Guide” →

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.

Continue Reading “Best approaches to product feedback management” →

Customer Support Tools Breakdown in 2025: Which One Fits Your SaaS Tool Stack?

When you’re searching for customer support tools, you want to make sure that it ticks all the boxes your team requires. After all, customer support interactions can be some of the most memorable opportunities to impress a user in need of assistance. So, congratulations! You’re off to a good start by researching the available options.

Customers often hope to interact with a company on multiple levels – email, phone, chat, and social media. Each method requires different tools to achieve the desired outcome. To be successful, you need to equip your support staff with the right customer support tools to deliver superior customer service. 

Continue Reading “Customer Support Tools Breakdown in 2025: Which One Fits Your SaaS Tool Stack?” →

What is customer advocacy? Definition & 10 strategies

No matter your industry, one thing remains constant: your product exists to serve your customers. They’re not just buyers—they’re the driving force behind your roadmap, your innovation, and your growth. That’s why putting customer needs at the core of your strategy is more than a nice-to-have—it’s a foundation for building customer advocacy.

By understanding customer intent—the “why” behind behaviors and feedback—you unlock powerful insights that can guide every stage of your product development lifecycle (PDLC). From discovery and validation to iteration and launch, a customer-led approach ensures you’re solving the right problems, delivering real value, and earning not just loyalty—but advocacy.

Let’s discuss what customer advocacy is all about. Ready?

Continue Reading “What is customer advocacy? Definition & 10 strategies” →