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! 🌱🚀
