Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”
The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
https://www.business2community.com/strategy/acing-omnichannel-support-in-saas-02098386/
User feedback is a tremendously valuable tool, one that allows you to continuously improve your enterprise mobile strategy and digital architecture. But before we get into the top ways to engage mobile users and elicit feedback—discussing what tools should you use and what questions you should ask in order to best elicit user feedback, first, you need to consider...
https://www.propelics.com/top-ways-to-engage-mobile-users-and-elicit-feedback/
Understanding customers, discovering and managing their behaviours have been hot topics in marketing for a long time. However, customer experience is still a new notion to many.
Today, different companies sell almost identical products at the same price level. This state of play creates a question. If the price and quality are almost the same, on which criterias do the consumers make their decisions?
https://www.cxnetwork.com/cx-experience/articles/4-steps-for-creating-unique-customer-experiences/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
https://www.entrepreneur.com/article/315805/
Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year alone.
https://www.cmswire.com/customer-experience/5-customer-experience-trends-to-watch/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
De Bijenkorf, a renowned retail brand within the Netherlands known for its premium and personal service in stores, has had an offline presence for almost 150 years. It sells products such as clothing, footwear, bedding, furniture, jewelry and much more. The Bijenkorf website is an extension of their offline presence which enables their brand to reach all of Holland and Belgium. De Bijenkorf’s online vision is to offer an online shopping experience that matches its premium standard provided to customers in stores.
https://mopinion.com/customer-success-story-de-bijenkorf/
Whether you create your product for external clients, consumers, or internal users, your users will eventually see some version of your product. Maybe that’s a wireframe, a clickable prototype, an interactive prototype with dummy data, or a live product. New feature requests and change requests at any stage of development, especially after launch, are a fact of life for most products that have users.
Sooner or later, change requests from different users will start to contradict each other, or become too difficult to implement. This may make you rethink your product’s purpose. Product teams, engineering teams, and other stakeholders need ways to make sense of that.
https://www.brainleaf.com/blog/brainleaf-news/prioritize-user-feedback/
Today, developing a SaaS product and launching it in the market is easier than ever before. The good news is that there is a market for almost every quality product. With platforms like Siftery, Product Hunt, and Stack Share, product discovery for and access to early adopters has become a cake walk. However, every SaaS founder takes a leap of faith when building a new product. The success of this leap depends largely on how good the product’s roadmap is. The product roadmap doesn’t necessarily mean that the product must have a definitive feature list with a meticulously carved release plan. For me, it is more important that the product roadmap have a clear identification of the customer problems that the product will continue to solve with every new feature. And most importantly, it must answer how the “build-measure-learn” feedback loop will be incorporated into the product.
http://customerthink.com/using-customer-feedback-to-build-the-right-product-roadmap-for-saas/
Customer experience management is about listening to your customers, analysing what they say, and acting on the insights. But without text analytics, this is an almost impossible task.
https://www.mycustomer.com/community/blogs/fabrice-martin/make-text-analytics-the-basis-of-cx-programmes/
