"I like to get the most I can out of everything. I use things for as long as I can. T-shirts become painting shirts, then rags, that sort of thing. My children have to convince me that it is time to replace something since I always find new uses for things.
It turns out that you can apply this thinking to your content strategy, as well. Specifically, you may be able to get a lot more insight into the content requirements of your users than you think, by really considering the data and feedback you have available – and how you can get the most out of it.
For the past two years, I have concentrated on doing just that for a large team of technical content developers at Dell EMC. Here are five takeaways that you can use to wring everything you can from the data available to you."
https://review.content-science.com/2018/05/using-customer-feedback-in-content-strategy-wring-your-data-for-all-its-worth/
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/
Technology has given businesses unprecedented access to new markets and unique opportunities. It has also empowered customers, enabling them to easily evaluate different offerings based on criteria that is important to them while comparing suppliers and pricing at the click of a button. This has resulted in an increase in competition, as businesses have become acutely aware that relying on preferential pricing or good customer service is not enough to guarantee customer retention.
http://www.itnewsafrica.com/2018/08/using-data-intelligently-to-drive-customer-loyalty/
To improve customer experiences, brands are increasingly turning to data to give them insights and direction. Some of the benefits include helping brands personalize the customer experience. This creates a more enjoyable and memorable moment for customers. In return, they can become repeat customers. Plus, they may tell others about their (hopefully) great experience. Also, a company can pinpoint what works and what needs improvement with the current CX strategy.
https://www.forbes.com/sites/steveolenski/2018/07/26/using-data-to-transform-the-experience/
Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.
Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. When they tell the customer’s story, they paint a picture of who the customer is, what problems she’s trying to solve, and the experience the company puts her through in order to solve her problem. They end up taking the audience on a journey, the customer’s journey, and it humanizes the customer experience for the audience.
http://customerthink.com/using-journey-maps-to-tell-the-customers-story/
We all know that one crucial factor for the success of a SaaS business is its cumulative revenue growth. While very often SaaS companies focus on revenue growth by means of customer acquisition only, retention and expansion revenue is also important for a sustained growth. In this context, SaaS businesses must consistently take measures to improve customer retention. The most sought-after and renowned metric to do so is the Net Promoter Score. This article discusses how to use NPS to grow SaaS businesses.
http://customerthink.com/using-nps-to-grow-a-saas-business/
Research shows that 69% of online visitors are leaving your ordering funnels without completing the order. However, increasing conversions with only one percent can mean huge increases in new leads, revenues and profit.
https://mopinion.com/utilising-customer-feedback-to-increase-online-sales/
For many software engineers, the end-user experience is considered a key element of the features they develop. A number of studies conclude that businesses understand the importance of prioritizing customer experience to remain competitive, so this approach to development aligns well with these business goals. A recent Gartner study shows that 89 percent of brands believe customer experience to be their greatest differentiator. To manage against these expectations, software developers have always used tools and methods to control the programs they write, flagging areas of concern via configuration options or flags.
https://sdtimes.com/softwaredev/utilizing-customer-experience-to-measure-the-impact-of-new-features/
The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.
Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it. It is an absolute must.
https://www.peoplemetrics.com/blog/listen-or-die/03-voc-is-becoming-the-single-source-of-truth-for-all-customer-feedback-on-cx/
Working towards a robust VoCA program can clearly separate customer experience leaders from laggards. According to Forrester, customer experience leaders grow revenue five times faster than CX laggards, drive higher brand preference and brand referrals. A Harvard Business Review article “How the Meaning of Digital Transformation Has Evolved” also backs the measurable value of a VoC strategy: Top performers in a (PwC) survey—those reporting revenue growth and profit margin increases above 5% for the past three years and expected revenue growth of at least 5% for the next three years—have a better understanding of the human experience that surrounds digital technology. These companies prioritize user experience specialists and creating better customer experience through their digital initiatives.
https://www.analyticsindiamag.com/voice-of-customer-analytics-describe-prescribe-and-predict-your-customers-journey/
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