Author: Joe Daniels

Product Experience \ Product Management
Net Promoter Score (NPS): The Complete Guide for SaaS Teams
May 10, 2021

As more and more SaaS companies strive to increase customer loyalty, more and more ways of measuring it are developed. One of the most popular methods is Net Promoter Score (NPS). In fact, 55% of companies around the world use NPS to measure customer loyalty and satisfaction. And yet, very few actually make any use of their NPS (other than bragging about it in meetings): Net Promoter Score can be so much more than a 'vanity metric' though - when...

read more
Product Experience
Building Features Nobody Uses? 😰 👉Grab These 11 Easy Ways to Boost Feature Activation
July 1, 2020

Feature activation can make or break your product. That's not an exaggeration. It doesn’t matter what features you build if your users aren't using them. And if they end up not using most of your product's features, then your product isn't providing enough value. That's what leads to churn. Customer retention and feature activation are closely linked. Nail feature activation and you'll quickly see an increase in retention. In this article,...

read more
Product Experience
How to Make Your Product Experience 5-Star
June 19, 2020

As more and more SaaS companies wake up to the fact that we live in a product-led era, improving product experience is becoming a top priority. Nowadays, SaaS companies need to let their products do the talking. That means providing the best possible product experience. That's what keeps customers coming back for more. In fact, product experience is arguably the single biggest factor when it comes to increasing retention. After all - your...

read more
User Onboarding
Build Vs Buy: What is Best for User Onboarding? The Numbers Are Out!
June 11, 2020

As a SaaS company, you have probably been at this cross-roads a few times. You need to implement new software to get a certain job done and you are wondering: Should we buy a third-party tool, or build our own custom solution from scratch? We hear this question especially often when it comes to user onboarding. Well, the truth is: there is no one ‘correct’ answer. Both the "build" and "buy" approaches have their pros and...

read more
Customer Success \ Product Experience
9 Best Customer Feedback Tools for your SaaS in 2021
May 21, 2020

Customer feedback tools have come a long way since the days of manually reaching out with a long, boring survey. You can now choose from a wide range of tools, designed to help you collect the customer feedback you need to take your SaaS in the right direction. In the Product-Led era, listening to your customers has never been more important. I'm going to explain exactly why you should be listening to your customers if you aren't...

read more
User Onboarding
The Best Customer Onboarding Software for your SaaS
May 14, 2020

Onboarding your customers successfully is tricky, right? I mean, there are so many different things that can go wrong, so many parts of the user journey where they can drop off and disappear. That's why choosing the best customer onboarding software is a big decision. Choose the wrong tools and your onboarding won't work. Your customers won't see any value from your product. Ultimately, they'll start looking elsewhere. So, in a way, choosing the...

read more
Customer Success \ Product Experience
HELP! How to Find the Best Help Center Widget for your SaaS Business
May 7, 2020

A major part of building a successful SaaS product is educating your users, and making sure they know how to get the most value from it. A help center widget is one of the most effective ways of doing that. It enables you to share how-to's, best practices, and troubleshooting tips with your users, from inside your product. That's important for a number of reasons which I'll touch on later. This article is going to show you how to choose the...

read more
Product Management
Feature Surveys: The Secret to Building the Best Product You Can
April 23, 2020

The one question SaaS Product teams around the world are losing sleep over now is: "How can we make our product even better?" If you want to know the answer, the simplest way is to ask your customers. But that’s actually when things become complicated...You can’t just ask your customers if you have a few thousand users on board. You would drown in qualitative data and probably never reach any conclusions. What you need to do to ‘ask your...

read more
Product Experience
How to Turn Activated Users into Power Users and Boost Retention with In-app Training
April 15, 2020

So, your users signed up, they've logged in, and gone through your initial onboarding flows. You managed to show them the value of your tool (get them to that ‘aha moment’). Now they're activated. Good work. But there's still a lot more to be done if you want to retain them. In order to really retain your users in the long run, you keep showing them more and more value in your product until they become power users (or advocates). And that's...

read more
Product Experience
7 Types of Microsurveys that will Reduce Churn and Improve your Product
April 9, 2020

The one or two short questions you ask in your welcome screen. The NPS survey. The small feedback window. The exit (or churn) survey. What do all of them have in common? They are the so-called microsurveys - and more and more SaaS companies are using them to collect valuable data - often right in their products. Why? Today, you can’t build your products ‘off plan’ - you need to tailor and constantly adapt them to the needs of your users. And...

read more