The Magic of Closed Loop Feedback in Onboarding

The Strategy

Imagine a world where every piece of customer feedback helps your product grow stronger and more lovable . That’s what closed-loop feedback is all about! It’s like having a conversation with your users that helps both of you grow together.

Here’s how Gainsight PX turns feedback into action:

• Collecting User Feedback: Gathering insights is like going on a treasure hunt, and in-app surveys and NPS scores are your map.
• Analyzing Responses: Like detectives, use Gainsight PX analytics to understand what your users truly need and love.
• Taking Action: ‍♂️ Use the feedback to sprint towards product improvements, making your users’ journey even more exciting!

Key Benefits

• Accelerated TTV: Guide new users with a tech-touch experience so magical they’ll find value in the blink of an eye!
• Enhanced User Adoption: Build adoption journeys that are as contextual and engaging as a well-crafted story.
• Increased Customer Retention: Keep the love alive by re-engaging users and turning every potential goodbye into a new hello.

➡First thing’s first - make sure to Identify Key Workflows and Ideal Customer Profiles (ICPs) - here’s a template you can use!

Crawl, Walk, Run: The Path to PLG Mastery ‍♀️‍♂️

Tactical Execution with Gainsight PX

Crawl

Start with baby steps: Focus on key engagements that introduce users to your product's core features. Think of it like planting the seeds for future growth.

• Engagement Examples: Use tooltips to draw attention and badges to raise awareness about bundled features.
• What You Need: Basic feature mapping in PX and a dash of creativity!

Crawl Phase KPIs:

• Response Rates: Aim for a significant lift from your baseline. It's your first sign users are engaging!
• User Onboarding Completion: Tracking completion rates will help you understand how effective your initial touchpoints are.

Walk ‍♂️

Now, take steady strides: Expand your efforts by dialing up responses and segmenting users for more personalized engagements.

• Engagement Examples: Craft score-based email follow-ups for promoters and dive deeper into user-segmented score analysis. (Tip - use PX Segments)
• What You Need: A sprinkle of user data magic and targeted email content.

‍♂️ Walk Phase KPIs:

• NPS Score Improvement: Set a goal to increase your NPS scores by X points. This indicates growing user satisfaction.
• Product Adoption Rate: Measure the uptick in usage of key features you've highlighted through engagements. (*Tip - Use PX Feature Adoption Analysis to capture Baselines before and after using engagements to really see the difference! See Community post here_

Run

Sprint towards excellence: Implement comprehensive strategies that cover all aspects of user feedback and product advocacy.

• Engagement Examples: Leverage in-app and email NPS surveys, create CTAs for low scores for your CSMs with Gainsight CS+PX integration (article here on how to achieve this!, and champion your advocates through advocacy programs.
• What You Need: Integration of all your tools in a symphony of user engagement.

Conclusion

Adopting a PLG strategy with Gainsight PX is like unlocking a treasure chest filled with the jewels of user engagement and satisfaction. Start with the data, use it to spark action, and personalize your customer’s journey to achieve legendary growth.

Let's get the conversation rolling! Share your PLG victories, challenges, or ponderings in the comments below. Ready, set, grow!