How Notion uses Sprig surveys to improve Help Center and product

Technology changes more quickly than a speech in the Panorama editing suite. Businesses often use this continually evolving technology to get a competitive advantage. To build a moat around their customer value propositions. The reality is this. Technology does not build moats. It does not sustainably differentiate. Customers don't choose you for your amazing post purchase survey, your whizzy virtual fitting room or your great customer data base solution. Customers choose your products and services as your value proposition matches their needs, wants and desires and you didn't mess it up last time. The refund was smooth, the checkout didn't weird out, you didn't take money twice, your customer service team were fabulous, your product.... exceeded what was expected. The basics of product and service experience have to work well. That's a moat. Customer loyalty is simply. Give the customer an experience they are happy to have again. Technology... that's the bit that breaks in the middle. Nobody remembers the 100 times your checkout worked flawlessly. Although that one time it had a 20 minute outage, customers will find that hard to forget. This is down to the way the human brain works. Negative experience is seared into human memory. Positive experiences just imprint a little. So to build your moat. 1 Never deliver any negative experience. 2. Build positive experience bells, whistles and frills later. 3. Don't badly edit speeches or it takes away from the 1232 episodes where you didn't mess up. #BrandsAndBrains #marketing #experience

Is feature overload hurting your product? As products grow, teams keep adding features to stay competitive and meet customer requests. It feels productive — until it isn’t. Too many features can clutter your product, break navigation, confuse users, and hide real value. Every extra feature adds hidden costs in maintenance and complexity. We’ve seen it often: amazing features buried so deep that users never find them. Here’s how we fix it 👇 Prioritize what matters most → We help teams find which features bring the most user value — and make them visible when customers need them. Simplify navigation → We streamline flows so users can reach key actions faster and with less friction. Test, learn, repeat → Usability tests reveal what works and what’s noise. Data beats assumptions every time. Recently, one client’s engagement grew after we reorganized their platform around the features that mattered most. Others saw higher user sign-ups and shorter task times. If your product feels heavy, the answer isn’t to add more — it’s to help users find what they need, right when they need it.

How can you improve your product Retention with Cohorts of Users? Two important questions to answer here: - Which action indicates to me that I'm giving value to the user? - Are we solving the user's problem or not? We just have to find the central action to define our retention metric. So, to achieve this, we can: 1. Build groups that make the action for successive periods, with the natural frequency. 2. Create a cohort's table to different hypothesis of actions (or retention curves). 3. Analyze the retention, comparing. (We're looking for the action that brings the flattest and higher retention.) About User's Cohorts, we have 5 ways to analyze and compare them. Which ones do you think these are? I'll share this in the next post this week! Share your feedback in comments :) You could visit my website --> https://lnkd.in/dbgeQWEU

Stop mapping customer journeys. Discovery is the game. Your customer isn't googling you—they're scrolling. The algorithm already knows what they want. Your job? Interrupt their feed with something worth stopping for. Here's the thing: You're pushing polished ads They're trusting real people's reviews The move: Work with actual creators, not just big names. The vibe: Discovery = that feeling when someone shows you something genuinely useful ✨ Keep it quick ⚡ Keep it real 🎯 Keep it useful 🔥

How can you improve your product Retention with Cohorts of Users? Two important questions to answer here: - Which action indicates to me that I'm giving value to the user? - Are we solving the user's problem or not? We just have to find the central action to define our retention metric. So, to achieve this, we can: 1. Build groups that make the action for successive periods, with the natural frequency. 2. Create a cohort's table to different hypothesis of actions (or retention curves). 3. Analyze the retention, comparing. (We're looking for the action that brings the flattest and higher retention.) About User's Cohorts, we have 5 ways to analyze and compare them. Which ones do you think these are? I'll share this in the next post this week! Share your feedback in comments :)

We All Talk About Customer Experience — So Why Isn’t It Getting Better? #customerexperiencesystems — Everyone says they care about CX. Few have built the systems that make caring easy. Customer experience isn’t getting better because most companies are still using broken systems. Everyone says they care about customers, but the tools and teams don’t really work together. One group talks to customers, another collects feedback, and another tries to fix problems — yet no one connects the dots. So even when people care and try hard, the experience feels uneven. Some days it’s great. Other days, not so much. The problem isn’t that people don’t want to help — it’s that the system makes helping hard. When leaders don’t give clear goals, when feedback sits in reports no one reads, and when the tools don’t share information, nothing changes. To really make customer experience better, companies have to build a system that helps everyone work together — one that turns what customers say into real action. If This Feels Familiar, You’re Not Alone--- Most people trying to fix customer experience hit the same wall — everyone cares, but no one can see the whole picture. It’s not that teams don’t try; it’s that the work isn’t connected. Every department acts with good intent, but the customer only feels the gaps between them. When structure fails, effort fragments. A strong system gives everyone the same map — so marketing, support, and product all move toward the same experience instead of creating three different ones. Without that shared structure, CX becomes a guessing game. Customer Experience Fails When Good People Work in Broken Systems--- Most customer problems don’t start with bad people — they start with weak systems. When data lives in silos and tools don’t sync, good work goes to waste. Everyone’s running hard but rarely in the same direction. The result? Inconsistent experiences that leave customers confused and teams exhausted. A good system doesn’t need more effort; it needs better connection. When teams share information, feedback, and goals, they stop firefighting and start improving. That’s when caring turns into consistency — and consistency builds trust. Great Experiences Happen When Systems Make Caring Easy--- Customer experience improves when structure does. When tools talk, goals align, and leadership supports the process, great service becomes the default. People stop struggling against broken systems and start building better ones together. That’s the real future of CX — not just friendlier service, but smarter design. When systems do the remembering, people can focus on what really matters: making customers feel understood. If this resonates, follow #ursulamannix for grounded insight into how structure turns good intentions into consistent experiences. #customerexperiencesystems #customerexperiencefeedback #customerexperienceimprovement

We've all been in that roadmap meeting. A critical user experience feature is on the table—maybe a dashboard redesign or a faster search. Someone, protecting their own priorities, inevitably asks about that feature, "What's the direct $ ROI on that?" And the truth is, for many of the most important features, the direct revenue link is fuzzy at best... or was never calculated. So, the feature gets pushed. This is a trap. If you'd tie a feature directly to revenue, you're not measuring the right thing. Stop trying to force a $ value and start measuring impact on a key proxy metric. Instead of: "What's the ROI?" Ask: "How will this impact Customer Satisfaction (CSAT)?" Instead of: "How much money will this make?" Ask: "How much will this reduce Support Ticket Volume?" Other powerful proxy metrics: - Net Promoter Score (NPS) - User Engagement (e.g., DAU/MAU ratio) - Task Completion Rate, like Onboarding completion time Why does this work? Because these metrics are leading indicators of revenue. A happier customer (high CSAT) has a higher retention rate. A less-confused user (low support tickets) costs less to serve and has higher trust. Don't let valuable features die because you can't put a dollar sign on them. Measure their impact on the user, and the revenue will follow. #ProductManagement #ProjectManagement #Prioritization #Roadmap #CustomerExperience #ROI #Metrics

“Why Empathy Is the Future of Customer Experience” Tools evolve. Processes get automated. But empathy? That’s still irreplaceable. In Customer Experience, I’ve seen technology make things faster — but only empathy makes them better. Whether it’s designing a product flow, managing feedback, or crafting a marketing message, empathy keeps humans at the center of what we build. What’s one way your team ensures empathy stays in your workflow? ✅ Why it works: Makes you sound like a thought leader, not just a participan

Stories as Bridges to Customer Understanding Would you like more customers? Would you like to make it easy for them to choose your company or product? Would you like to create a message that helps them see you as the solution to their problems? That's what good stories do. Storytelling serves as a bridge that connects your brand's values with your customers' aspirations. When done well, it makes customers feel truly understood. Instead of bombarding consumers with features and benefits, narrative allows you to speak to the deeper desires and values that drive purchasing decisions. A story about a customer who achieved their dreams using your product tells a far more compelling truth than a list of specifications ever could. This bridge-building function of storytelling is what transforms casual browsers into loyal advocates. What story are you telling your customers that allows them to understand how your business and what you do can positively change their lives? If you don't know your story and how to share it so that you can help your customers understand how you can help them, that can be fixed. Feel free to let me know how I can help.

Turning Feedback into Features: A Smarter Product Roadmap Strategy Turn customer feedback into features with a smarter product roadmap strategy that drives real user value. https://lnkd.in/d3mWwqNJ #CustomerFeedback #ProductRoadmap #SmartStrategy #UserValue #CustomerExperience #UserDrivenDesign #FeatureDevelopment #FeedbackLoop #ProductStrategy #ValueDriven #UserCentric #AgileDevelopment