Feedback Loop, Study and User Friction - Product Management Today

Designing Your Product's Continuous Feedback Loop

Sachin Rekhi

OCTOBER 25, 2016

While every product team I've worked with leverages customer feedback to inform product decisions in some way, most fall short of designing their customer feedback loop to maximize the benefits to the product team of gathering, recording, and synthesizing feedback. Catalog Your Sources of Feedback.

Product Research

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What are Customer Pain Points and How to Properly Address Them

Userpilot

NOVEMBER 10, 2022

Customer pain points are important to reveal when you want to improve product engagement and grow fast. If you can fix customers’ pain points, you’ll be well on your way to improving their overall customer experience. In this article, we’ll cover: What are customer pain points?

User Friction

User Friction Customer Experience User Testing Product Research

Balancing support efficiency with a great customer experience

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience

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Webinars

How to Achieve High-Accuracy Results When Using LLMs

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The Customer Service Gap Model

BrainMates

OCTOBER 20, 2024

The Customer Service Gap Model By ADRIENNE TAN In competitive markets, delivering superior customer value is a top priority. It’s not just about creating a great product—it’s about ensuring the entire customer journey, from initial interaction to post-purchase support, exceeds expectations.

Data Visualization

Data Visualization User Testing Customer Feedback Customer Experience

How to Use Customer Feedback as a Sales Tool

The Product Coalition

MARCH 1, 2022

We’ve all heard the term “ customer-centric ” in the context of running a successful business, but what does it really mean? From one perspective, it’s about creating value for customers, delivering an effective product at a good price. This is where customer feedback for sales comes into play. No ifs, no buts.

Feedback Software

Feedback Software Customer Feedback User Testing Data Visualization

User Session Analysis: How to Decode Behavior in Context

Userpilot

FEBRUARY 25, 2025

Take action quickly when issues arise: Use session replays to automatically route high-friction sessions to product teams for rapid investigation and resolution. This reduces support costs, improves customer satisfaction, and accelerates the iteration cycle.

Data Visualization

Data Visualization User Testing Customer Feedback Customer Experience

Innovating in Mature Markets – 6 Product Lessons from Padman

Mind the Product

OCTOBER 8, 2018

In Arunachalam’s case, as he was entering at the late majority stage of the sanitary pad market, he spent a lot of time understanding the strengths and weaknesses of his competitors before deriving his unique selling point – cost effectiveness. Develop Customer Empathy With MVPs. Product Management Takeaway.

Product Research

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8 Customer-Led Marketing Examples to Inspire Your Strategy

Userpilot

SEPTEMBER 9, 2024

Looking for real-life customer-led marketing examples that worked to get inspiration for your own campaigns? TL;DR Customer-led marketing is a strategy that puts the customer at the center of all marketing efforts, making their pain points , behaviors, and feedback the driving force behind decisions.

Customer Feedback

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Product Management Is Not Project Management

Mind the Product

JANUARY 8, 2018

In other words, product management is not about making sure products ship on time – it’s about understanding the needs of the customer and defining the right product to meet them. There’s no better predictor of a product manager’s success than how much time they spend talking with current and prospective customers.

Data Visualization

Data Visualization Analytic Tools Customer Feedback Product Research

VOC in Product Management: What is it and How to Build a VOC Program

Userpilot

MAY 7, 2024

Collecting the voice of the customer (VoC) in product management can lead to sustained growth. You can have the best digital marketing and pricing strategies, but you won’t be able to retain your customers if you don’t listen to their feedback. Plan user interviews and focus groups. Close the feedback loop.

Product Research

Product Research Data Visualization User Testing Customer Feedback

Customer Feedback Analysis: How To Analyze Feedback Data and Act on It?

Userpilot

SEPTEMBER 3, 2022

Have you ever wondered how customer feedback analysis can help you improve your product and reduce churn? The amount of feedback you get from customers is meaningless if you do not analyze the data. So let’s see how you can analyze user sentiment and drive repeated value for your customers.

Feedback Software

Feedback Software Customer Feedback User Testing Data Visualization

How To Create A Powerful Product Experimentation System?

The Product Coalition

NOVEMBER 1, 2020

A well designed experimentation system allows a company to accelerate growth by creating faster feedback loops and enabling progressive delivery. It is otherwise very easy to fall into a trap of coming up with ideas that are based on personal preferences and likely not relevant to our customers. Test everything!

Research Software

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8 Customer Lifecycle Management Best Practices

Userpilot

MAY 21, 2024

Following customer lifecycle management best practices can lead your company to retain more users and increase customer lifetime value. Let’s explore customer lifecycle management (CLM), its phases, and the best practices you can apply in SaaS without coding! Interested in optimizing your customer lifecycle management?

Data Visualization

Data Visualization Customer Experience User Testing Customer Feedback

Customer Focus Examples and Ways to Improve Your Company’s Customer Focus

Userpilot

SEPTEMBER 16, 2022

Looking for customer focus examples to inspire your company toward being customer-centric? This article will not only show you examples but also reveal strategies for being fully customer oriented. A customer-focused culture prioritizes customers over products. to remove friction. to remove friction.

User Testing

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IBM’s Arin Bhowmick on designing ethical AI

Intercom, Inc.

JULY 15, 2021

Every designer should ask themselves – how can I apply the tenets of good design to drive better customer and business outcomes? User research is a vital part of the design process. By constantly observing the customer, you find out how they define success in their organization, and therefore, how you can help them achieve it.

Research Software

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How to Create a Seamless SaaS Customer Experience: 10 Tactics

Userpilot

MAY 20, 2024

To design an effective SaaS customer experience, you need to remove the barriers that prevent users from realizing the value of your product. But how exactly can you build a seamless user experience that increases product engagement and growth? Optimize the customer’s happy paths with in-app guidance based on user behavior.

Customer Experience

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Customer Success Renewal Playbook for SaaS Companies

Userpilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. The renewal process begins immediately after a user signs up for your product.

Feedback Software

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How to Create a Successful Customer Engagement Strategy For Your SaaS Company

Userpilot

AUGUST 2, 2023

A customer engagement strategy can be the difference between positive and negative growth for your SaaS. Software users only continue subscribing if they find your platform useful. TL;DR A customer engagement strategy is a comprehensive plan by SaaS companies to interact with customers and build long-lasting relationships.

Feedback Software

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Using Dopamine Design to Enrich the Digital Banking Experience

UX Planet

FEBRUARY 6, 2025

Traditional banking often struggles to capture and maintain customer engagement. This gap in engagement and recognition highlights the customers expectations for a more dynamic and modern digital banking experience. This interplay, known as cross-modal perception, has been a key area of study at Oxfords Crossmodal Research Lab.

Banking

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Guide to Delivering Personalized Customer Service in SaaS

Userpilot

NOVEMBER 1, 2022

Personalized customer service is a secret ingredient for improving customer engagement , retention, and loyalty. In this article, we’ll cover: What personalized customer service is and why it’s beneficial in SaaS. 7+ customer service personalization strategies. Customers expect a personalized experience.

Data Visualization

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Customer Retention vs Acquisition Cost: Which One Should You Focus?

Userpilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Customer Experience

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An Essential Guide to Customer Experience Analytics for SaaS

Userpilot

MAY 16, 2023

How can customer experience analytics help you achieve product growth ? According to a research study by Zendesk, 52% of customers will defect to competitors after having a single bad experience. Therefore, meeting customer expectations with each experience with your product is crucial.

Analytic Tools

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How to Digitize Customer Experience For Your Product: Best Practices and Examples

Userpilot

NOVEMBER 20, 2022

Customer experience is so important for product growth and retention. Digitize customer experience to meet customers where they are – online. In this article, we’ll cover: What digital customer experience is and why you should do it. Important steps to digitize your customer experience.

Customer Experience

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16 SaaS Account Management Best Practices

Userpilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? TL;DR As the name suggests, SaaS account management is the process of managing customer relationships. Strategic account management increases customer lifetime value , drives up referrals and revenue, and reduces customer churn.

Feedback Software

Feedback Software Analytic Tools Product Research User Friction

Customer-Centric Transformation with Power of Feedback ? Klaus-M. @ Journey to CX Summit

Usersnap

MAY 26, 2020

Schremser’s talk at virtual summit The Journey to Customer-Centric Growth. Collecting customer feedback is the magic that turned our company into a more customer-centric organization. We agilely implemented the feedback for our product and improved the customer journey. Let’s build a new product.

Feedback Software

Feedback Software User Testing Customer Feedback Research Software

5 Costly Branding Mistakes

UX Planet

JANUARY 16, 2024

It illuminates your target audience, their pain points, and desires. This belief makes you disregard market research because you feel you already know everything customers want. Define your target audience: Understand your client’s pain points, desires, demographics, and behaviors. It’s a worthwhile investment.

Branding

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Churn Rate vs Retention Rate: Formulas, Benchmarks and Ways to Improve

Userpilot

NOVEMBER 27, 2023

TL;DR While churn rate vs retention rate measures two different aspects of the customer journey, the goal for both is the same: to routinely track and improve them. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period. Want to reduce customer churn?

Product Research

Product Research Data Visualization Feedback Software Analytic Tools

Your Ultimate Guide to Agile Transformation

Agile Velocity

MAY 3, 2024

Agile has been shown to shorten time-to-market, increase quality, instill predictability, improve customer satisfaction, and create an overall happier working culture. Business agility encompasses aspects such as product innovation, customer-centricity, cross-functional collaboration, and adaptive strategy execution.

Agile

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13 A/B Testing Mistakes And How to Fix Them

Userpilot

SEPTEMBER 8, 2023

Copying A/B testing case studies. From user onboarding to feature adoption , pricing strategies to user interface design—A/B testing has different applications in SaaS. you can test how customer behavior is influenced across the entire user journey. A/B test your hypothesis and note how users respond.

Product Research

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How to Build a Strong Product Go-To-Market Strategy That Drives Adoption?

Userpilot

NOVEMBER 8, 2022

Confirming you have product-market fit before launching your product ensures you have customers who are happy to pay for your product, use it, and share the word about it. It defines how the brand will keep up with changing times to attract new customers and drive customer retention. Think tech startup launches their first app.

Feedback Software

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16 Product Retention Strategies Every Product Manager Implement

Userpilot

JULY 27, 2023

In this article, we’re going to do a deep dive into a whopping 16 different strategies you can draw from to boost customer retention and increase loyalty. TL;DR Customer retention is the ability of a company to retain its customers over a specified period of time. Driving users toward activation with checklists.

Product Research

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How to Leverage AI in SaaS? (+Best Tools)

Userpilot

APRIL 24, 2024

From marketing to product management and customer success, AI is improving productivity, helping teams make better decisions, and improving customer experience. AI chatbots handle queries three times faster than customer service agents, improving efficiency while meeting customers’ preferences for self-service.

Analytic Tools

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9 Growth Initiatives for Successful Companies [With Examples]

Userpilot

OCTOBER 26, 2023

TL;DR Growth initiatives are strategies aimed at expanding a company’s customer base, market share, revenue, or profitability. Product-led growth uses the product as the primary driver of customer acquisition and retention, with minimal reliance on traditional sales and marketing. What do successful companies do to drive growth

Feedback Software

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How To Use User Engagement Analytics To Improve Retention In SaaS

Userpilot

JANUARY 14, 2022

Tracking it tells you what product features are popular, how much time users spend in your website or app, where they click, and the overall level of user interaction. Users are more likely to become long-term, loyal customers and brand advocates with more positive interactions. How to calculate user engagement rate?

Analytic Tools

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How Alpha helped Toggle® speed up product development, reducing a projected launch from 18 months to 5 months

DISQO

MAY 6, 2020

The company’s service, support and sales models all needed to be reinvented to target this new customer. My team began by identifying consumer pain points, pet peeves and preferred products beyond just insurance,” writes Stephanie Lloyd , president at Toggle. “We

User Testing

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How Alpha helped Toggle® speed up product development, reducing a projected launch from 18 months to 5 months

DISQO

MAY 6, 2020

The company’s service, support and sales models all needed to be reinvented to target this new customer. My team began by identifying consumer pain points, pet peeves and preferred products beyond just insurance,” writes Stephanie Lloyd , president at Toggle. “We

User Testing

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17 Customer Onboarding Strategies to Delight and Build Lasting Relationships

Userpilot

JUNE 10, 2024

Researching customer onboarding strategies for your SaaS product? The article shares 17 tried-and-tested customer onboarding tactics that will help you build delightful user experiences and drive product growth. Create a welcome series of in-app and email messages to greet users and kick off onboarding. Ready to dive in?

Onboarding KPIs

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Methods and processes for evaluating & optimizing Design Systems

UX Planet

SEPTEMBER 10, 2024

A McKinsey report found that brands with consistent design enjoy 33% higher customer loyalty. Reviewing your system for any discrepancies between platforms — like mobile versus desktop — helps ensure a seamless user experience. This keeps you informed of pain points as they arise, enabling quicker resolutions.

Feedback Software

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Tips and Tricks for Building a Product-led Flywheel

Gainsight

NOVEMBER 16, 2021

On the inner circle of your flywheel, visualize the different segments of your users based on their stage of their product journey. Active customers. Loyal customers. The traditional sales and marketing funnel was set up for companies that needed to attract a variety of new customers and land one-off sales.

Analytic Tools

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The Role of Rapid Prototyping Techniques in Transforming Digital Healthcare

UX Planet

FEBRUARY 2, 2024

According to a 2019 National Library of Medicine study , administrative inefficiencies contribute to roughly $265.6 The solutions are crafted not just for clinical efficacy and economic viability, but also for tailoring the intricate details of the user experience. billion wasted in healthcare annually. But worry not.

Healthcare

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Jobs-to-be-Done: Your Go-to for Product Management and Strategy

Surya Suravarapu

FEBRUARY 27, 2020

Customer-centricity is everywhere in the business vocabulary, perhaps one of the most used buzzwords mentioned in elevator pitches and executive decks. Are we really customer-centric? Our success as Product people lies to a great extent on how well we understand the not-so-obvious patterns in the customer intent and behavior.

Feedback Software

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The Best Customer Feedback Analysis Guide in 2021

Usersnap

AUGUST 20, 2021

Have you ever made a costly mistake because your customer feedback analysis wasn’t on point? That gold mine list of feedback turned into a mine field? Feedback alone isn’t fully actionable and usable. In this article, we’ll break down the feedback analysis process. What is Customer Feedback Analysis?

Feedback Software

Feedback Software Customer Feedback User Testing Data Visualization

What is the CIRCLES method? Examples and Alternatives from Senior PM

Usersnap

OCTOBER 31, 2023

I → Identify the Customer R → Report the customer’s needs C → Cut, through prioritization L → List solutions E → Evaluate tradeoffs S → Summarize recommendation Let’s decode these steps in detail in the following section. – People with age >60 years Should the solution be disabled-friendly?

Data Visualization

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How Rhino Found Their Moment — and Their Voice — with Alpha

DISQO

JULY 6, 2020

Rhino then had to cater to that exact customer profile. Alpha’s rapid consumer feedback platform was instrumental in helping Rhino identify, define, and reach this target audience. The post How Rhino Found Their Moment — and Their Voice — with Alpha appeared first on Feedback Loop.

User Testing

User Testing Product Research Feedback Software Customer Feedback

Designing Your Product's Continuous Feedback Loop

What are Customer Pain Points and How to Properly Address Them

Webinars

Trending Sources

Balancing support efficiency with a great customer experience

Webinars

The Customer Service Gap Model

How to Use Customer Feedback as a Sales Tool

User Session Analysis: How to Decode Behavior in Context

Innovating in Mature Markets – 6 Product Lessons from Padman

8 Customer-Led Marketing Examples to Inspire Your Strategy

Product Management Is Not Project Management

VOC in Product Management: What is it and How to Build a VOC Program

Customer Feedback Analysis: How To Analyze Feedback Data and Act on It?

How To Create A Powerful Product Experimentation System?

8 Customer Lifecycle Management Best Practices

Customer Focus Examples and Ways to Improve Your Company’s Customer Focus

IBM’s Arin Bhowmick on designing ethical AI

How to Create a Seamless SaaS Customer Experience: 10 Tactics

Customer Success Renewal Playbook for SaaS Companies

How to Create a Successful Customer Engagement Strategy For Your SaaS Company

Using Dopamine Design to Enrich the Digital Banking Experience

Guide to Delivering Personalized Customer Service in SaaS

Customer Retention vs Acquisition Cost: Which One Should You Focus?

An Essential Guide to Customer Experience Analytics for SaaS

How to Digitize Customer Experience For Your Product: Best Practices and Examples

16 SaaS Account Management Best Practices

Customer-Centric Transformation with Power of Feedback ? Klaus-M. @ Journey to CX Summit

5 Costly Branding Mistakes

Churn Rate vs Retention Rate: Formulas, Benchmarks and Ways to Improve

Your Ultimate Guide to Agile Transformation

13 A/B Testing Mistakes And How to Fix Them

How to Build a Strong Product Go-To-Market Strategy That Drives Adoption?

16 Product Retention Strategies Every Product Manager Implement

How to Leverage AI in SaaS? (+Best Tools)

9 Growth Initiatives for Successful Companies [With Examples]

How To Use User Engagement Analytics To Improve Retention In SaaS

How Alpha helped Toggle® speed up product development, reducing a projected launch from 18 months to 5 months

How Alpha helped Toggle® speed up product development, reducing a projected launch from 18 months to 5 months

17 Customer Onboarding Strategies to Delight and Build Lasting Relationships

Methods and processes for evaluating & optimizing Design Systems

Tips and Tricks for Building a Product-led Flywheel

The Role of Rapid Prototyping Techniques in Transforming Digital Healthcare

Jobs-to-be-Done: Your Go-to for Product Management and Strategy

The Best Customer Feedback Analysis Guide in 2021

What is the CIRCLES method? Examples and Alternatives from Senior PM

How Rhino Found Their Moment — and Their Voice — with Alpha

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