I want to start off this blog post addressing the wording of the question itself.
Should you be using NPS to measure customer loyalty?
Let’s take a step back here…
Do you measure loyalty in your life? Do you have a board of leaders and laggers to see who are the most loyal people and see who will do things for you in the future?
Yeah, didn’t think so.
So why would you take the same approach with your customers?
NPS (Net Promoter Score) is an outdated metric, particularly for SaaS businesses.
Let’s take a deep dive into it and…
It goes beyond just having copywriting guidelines and a brand personality. Really good UX copy draws knowledge from the product research you have done and applies that learning to drive users to interactions that create better habits.
I’ve been writing UX copy for a very long time, and I thought I’d write down some of my top tips when writing copy for your product.
It’s true when they say people don’t read.
People are busy, they don’t have time to read through hundreds of pages of how-to’s in your knowledge base, no matter how many you’ve written for them.
I don’t even read IKEA user manuals (and as my father would say, read the f*cking manual!)
Over the years I have created various product help resources, so I thought I’d write a little something about how to optimize your own documentation so that it’s actually helpful (and hopefully, people will actually start reading!)
If you want your docs to get read, here’s how to…
Short answer: None of them.
Long answer: None of them.
Let me explain, though.
In the world of SaaS products where customers are constantly expecting new things to play with, it can be difficult to decide what’s the next best thing to tackle.
We’ve got stakeholders to manage, customer to manage, and C-Level executives all with their own opinions about what you should do.
But how do you make the right decisions?
When the world changed from waterfall to agile, the need to want to predict things quickly followed thereafter.
The more you can predict how things will pan out…
When building products we celebrate when things go right, but it’s also important to celebrate when things go wrong.
To err is human — so why not be ok with it? You know it will happen at some point, so instead of putting yourself down for it, know that you can turn it into a win by looking at the situation and learning from it. That’s what product management is, it’s about learning from one’s mistakes.
If you know me, you know I’m a huge Buffy fan.
From the quippy lines to the ridiculous outfits, it wraps up everything I love about the 90s.
But aside from just the life lessons, I inadvertently realized on rewatch 250 (probably not an exaggeration, might I add) that there’s a few great product lessons to be taken from it.
Thank you, to the entire BTVS cast. You even help me improve my day job skills.
Here we go:
There will be times when you will doubt if you are doing things right. Remember when Angelus tried to corner Buffy…
When you’re building a product, you’re building something for other people. Naturally, tapping into your customer base will allow you to build the best version of your product.
However, in my time in tech, I’ve seen a lot of companies try to prioritize feedback — mostly by allowing users to vote.
Let’s break this down..
I usually recommend staying away from voting for a few reasons:
Building your own Slack App seems like a necessity when working with multiple apps. Good news, it’s entirely doable, and you don’t need to be super technical to do so!
Expected outcome: I’m building an app to connect my team’s helpdesk (HelpScout) and our community workspace, so that our customers and teams are able to create bug tickets quickly.
Go to your workspace Slack Apps section and click to create a new app.
Start by entering basic info like App name, and a short description.
Under Building Apps for…
Yeah, it’s a thing.
The name describes it all. I am hypersensitive to everything around me — from the food that I eat to the places that I visit, anything and everything can trigger an immune reaction. Sometimes those reactions are mild and inconvenient (like sneezing for a couple of hours), and sometimes those reactions can end up with an emergency room visit.
Living with hypersensitivity isn’t easy, but it is achievable. If you’re a parent with a hypersensitive child, I hope this post gives you hope that they can live a normal life. …
Let me start this off by saying that this is not a post to preach about healthy lifestyles. I’m not here to sell you into some health-based MLM scheme, and I definitely am not here to tell you what to do (or not to do.) This post is in no way meant to judge anyone, either.
This is my story and my relationship and struggles with sugary drinks. For a very long time I was so addicted to sodas, they took a huge toll on my personal health. …
Product Thinker 🤔 | Creative 🖋️ | Co-founder @TheProductDynamic