We all know mobile apps live and die by user engagement. What’s the best way to understand why some app users love you, and why others disappear? What actions should you prioritize to boost user engagement? Many young companies choose the Net Promoter Score process. NPS surveys offer a lean way to gather meaningful feedback, and align a team around user happiness.
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Use Company Values to Power Employee & Customer Experience
As this absolutely crazy year winds down, it’s time to ask the question “what great things has 2020 brought to…
Top 10 Myths about Customer Success — Busted!
We’ve seen so many myths out there about how best to do Customer Success, propagated by well-meaning CSMs and business…
The Art of Prioritization: How product teams avoid half-baked features, zombie products, and disengaged engineers
It’s the nature of Product Dev to be weighed down with urgent requests, nice-to-haves, absurd asks, and bugs to fix…
Gauging SaaS Customer Experience around the Globe? Ask Your Customers for Feedback in their Native Tongue
As SaaS businesses scale, having the ability to sell and provide support in multiple languages becomes a competitive advantage. It…
Why I Love My Unhappy Customers (and why you should, too!)
“You Guys Suck.”
Yup, I’ve gotten that feedback from a customer. And I’ve learned to cherish it. Here’s why I love my unhappy customers.
How to Tackle the #1 Problem Product Teams Face: Customer Feedback
What’s your biggest problem as a Product Dev professional? Too many demands and not enough time? Limited resources? Oddly…
How to Automate Closing the Loop on Customer Feedback
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment,…
6 Customer Engagement Tips from The Experts
Whether you specialize in customer experience, engagement, success, or service, you’re tasked with retaining and delighting customers all the time. Plus, you have to get to know them.
How SaaS Companies Do NPS: Learning from Customer Success at HelloSign and Optimizely
There is a thriving Meetup group of Customer Success professionals here in the San Francisco Bay Area. Customer Success is…