What if I said there was something you were doing right now that was actively reducing your SaaS customer success? What if that thing you're doing was standing in the way of driving higher levels of engagement and was reducing the amount of expansion revenue you're generating while potentially increasing churn? ...

Tags: Analytics / Customer Experience / How To / SaaS / Share:

Via: SaaS Marketing Written by Lincoln Murphy I help SaaS and Cloud companies acquire - and keep - more cu

When companies talk about their new product or service, they talk about what it does. Features, bullet points, checkboxes. Maybe, if they're particularly enlightened, they'll shift a bit and talk about what problems it will solve. What normal people tell their friends about a product or service, they talk about what it replaces ...

Tags: Customer Experience / Features / Mistakes / Share:

Via: Cindy Alvarez Written by Cindy Alvarez Making people more awesome through building better software.

When you're building a new product, you're often thinking about all the new things people are going to be able to do with it. Now they can do this, now they can do that. Exciting! But there's a better question to ask: What are people going to stop doing once they start using your product? What does your product replace? What are they switching from? How did they do the job ...

Tags: Customer Experience / Features / User Engagement / Share:

Via: 37 Signals - Signal Vs Noise Written by Jason Fried Founder of 37signals. Co-author of REWORK. Credo: It's simpl

Often if I give a talk or I speak with someone about getting their idea off the ground, the topic of how solid the product should be comes up. In particular, people very frequently wait far too long before launching. One of the key learning for me with Buffer was that the impact of problems people have and downtime they experience are directly tied to how we, as a startup, choose to handle it. ...

Tags: Advise and Tips / Customer Experience / Development / Share:

Via: joel.is Written by Joel Gascoigne Founder of @bufferapp, a smarter way to share. Focused on th

Who doesn't love a good story? I know I do. Storytelling has been gaining in popularity in the business world. Following the trend, I've also been using stories to help clients understand user / customer experience better. A lot of times, I find that non-UX stakeholders find it more difficult to make sense of how a particular usability issue affects their bottom line. I've found that using storie ...

Tags: Customer Experience / How To / UI/UX / Share:

Via: Understanding Usability Written by Nirish Shakya User experience designer, software developer, Room to Read v

This sounds pretty straightforward: Make sure your product is retaining your users, THEN work on growth. Don't work on growth until your product is working. However, it's an oversimplification. For fundamentally social products, it's hard to separate retention/engagement and virality. Turns out that for fundamentally social products, retention causes virality, and vice versa too. ...

Tags: Advise and Tips / Customer Experience / Viral Marketing / Share:

Via: Andrew Chen Blog Written by Andrew Chen Bay Area entrepreneur, blogger, formerly in online ads and v

The Single Ease Question (SEQ) is a 7-point rating scale to assess how difficult users find a task. It's administered immediately after a user attempts a task in a usability test. ...

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Via: Measuring Usability Written by Jeff Sauro Please follow @MeasuringU this account is no longer used.

They raised their prices 10x and they made their customers HAPPIER! So I just had one of my quarterly Progress Check and Planning sessions with a Free Trial Dominator Premium Member - we'll call him "Larry" - who told me since they moved away from Freemium just 4 months ago to a Premium-only SaaS offering with a Free Trial they are now profitable and are on track to do $100,000 in revenue this mon ...

Tags: Case Studies / Customer Experience / Pricing / Share:

Via: SaaS Marketing Written by Lincoln Murphy I help SaaS and Cloud companies acquire - and keep - more cu

Maximizing revenue and keeping costs down is the name of the game in business school but don't forget the value of praises sung. Calculate that value and ask yourself every day, "Did I have the opportunity to create another fan?" ...

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Via: Spin Sucks Written by Lisa Gerber Chief Content Officer of Spin Sucks, Idaho expat in Chicago.

Many of us tend to get pissed the moment Facebook changes something, or Twitter adds promoted tweets, or Instagram sells itself, or Lore doesn't work. Count me among them. But are we entitled to get that upset? We receive these services for free and enjoy a multitude of benefits from using them. ...

Tags: beta / Customer Experience / Feedback / Share:

Via: Creativity Unbound Written by Edward Boches Marketer, Blogger, Believer in Sharing, Chief Innovation Off

If you don't form relationships, your customers will just want discounts. If consumers share values with your brand, you can spend less on messaging, less on discounting, and you're less affected by the turbulent economy. ...

Tags: Customer Experience / Customer Relationship / Share:

Via: ConversionXL Written by Peep Laja I make websites sell. Conversion optimization pro. Founder o

Everyone and every organization makes mistakes. But if you can follow up those mistakes with a little (or a lot) of surprise and delight, you can not only erase the mistakes - you can create fans for life. How much is that worth to you? ...

Tags: Customer Experience / Word of Mouth / Share:

Via: Likeable Media Written by Dave Kerpen Father. Husband to @CarrieKerpen. CEO @LikeableMedia, social

As I waited in line, I noticed a cashier who wasn't manning a register or getting food for customers. Odd thing during their rush, right? Shouldn't they be trying to help with the immense line? Turns out she was cutting up a chocolate croissant to put out as samples. The samples sit right next to the line. All the folks tapping their feet and checking their watch now had a new focus: delicious, f ...

Tags: Customer Experience / Customer Support / Share:

Via: UserVoice Written by Evan Hamilton Head of Community @UserVoice in San Francisco, singer in the

The ultimate business metric is revenue but it's a lagging indicator. You can't do anything about last quarter's profits. You want to find some leading indicator of growth which is why the Net Promoter Score is popular. For many companies growth is measured by positive word of mouth and NPS tracks that reasonably well. ...

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Via: Measuring Usability Written by Jeff Sauro Please follow @MeasuringU this account is no longer used.

When your company is small, it's easy to improvise to delight your customers. You know most of them. You remember them. And you know each member of your customer service team well (and could probably hit them with a paper airplane from where you're sitting). Joe from Company X wants a discount? Sure. Fred from Company Y is going to be in town? Have him come by for a beer! ...

Tags: Customer Experience / Customer Support / Share:

Via: UserVoice Written by Evan Hamilton Head of Community @UserVoice in San Francisco, singer in the

At Rackspace an employee on the phone with a customer during a troubleshooting session heard the customer tell someone in the background that they were getting hungry. As she tells it, "So I put them on hold, and I ordered them a pizza. About 30 minutes later we were still on the phone, and there was a knock on their door. I told them to go answer it because it was pizza! They were so excited." ...

Tags: Customer Experience / Wow Factor / Share:

Via: Harvard Business Review Written by Fred Reichheld

Forrester recently released a report on the rise of the Chief Customer Officer. The emergence of a C-level role with authority over customers' interactions has caused much hand-wringing within the UX community. It's like the job (we think) we're made for has been stolen from us. ...

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Via: Johnny Holland Written by Johnny holland