How to build a successful customer experience strategy?<\/h2>\n
Creating a customer experience involves 6 basic steps. Here’s a quick overview of what they involve.<\/p>\n
Know your audience<\/h3>\n
To offer your customers a positive experience<\/a>, you need to know who they are: their goals, motivations, pain points<\/a>, and the contexts in which they work.<\/p>\n These are best communicated as user personas, half-imaginary characters representing typical customers.<\/p>\n When creating user personas<\/a>, collect information about their:<\/p>\n Collect the information from multiple sources. Use market research<\/a> and supplement data from product analytics and customer feedback<\/a>.<\/p>\n User persona example.<\/p>\n Next map out the customer journeys<\/a> for your user personas.<\/p>\n Why do you need multiple maps?<\/p>\n As their goals vary, user personas use the product differently to achieve their goals. This means different interactions at different touchpoints<\/a>, all of which need to be optimized for an excellent experience.<\/p>\n A customer journey template will guide you through the process and help you identify the necessary information about:<\/p>\n Using insights <\/a>about user personas, create in-app experiences to smoothen the customer journey<\/a> and help them achieve their goals.<\/p>\n Here are some examples:<\/p>\n Customer experience management software<\/a> enables organizations to track, manage, and optimize user interactions <\/a>with their products.<\/p>\n It allows you to collect data from multiple sources, like your CRM or event tracking tools<\/a>, map customer journeys, analyze user behavior<\/a>, collect feedback, and use the insights to recommend personalized content and support.<\/p>\n You will normally need more than one app in your stack.<\/p>\n For example, a CDP <\/a>like Segment, a CRM like Hubspot, a product experience tool like Hotjar, and a digital adoption platform<\/a> like Userpilot<\/a>.<\/p>\n What metrics should you track to measure the success of your CX strategy?<\/p>\n Depends a bit on your product. It’s normally a combination of the metrics like:<\/p>\n It’s a lot of data to monitor but it can be easily done if your analytics platform allows you to create custom dashboards.<\/p>\n Is your customer experience strategy ready? Not really. It never is.<\/p>\n Let me explain:<\/p>\n You need to stay on top of the evolving customer needs<\/a> and expectations, monitor the success of your CX initiatives, and constantly adjust them. To stay relevant.<\/p>\n With the customer experience strategy framework in place, you can now look at ways to put it into action.<\/p>\n Here are 10 customer experience best practices that we’ve found to work.<\/p>\n Personalization <\/a>makes the customer feel valued and understood. Most importantly, it enables them to get their jobs done without unnecessary distractions.<\/p>\n This involves:<\/p>\n A\/B tests <\/a>allow you to compare 2 different experiences in terms of performance.<\/p>\n For example, you could compare two 2 different landing pages<\/a>, ad copies, or onboarding flows<\/a> to see which converts better.<\/p>\n The main benefit?<\/p>\n Experimentation <\/a>removes all the guesswork from the process. You get real-life insights that help you make informed decisions. And all this involves small cohorts<\/a> without disrupting the majority of the customer base.<\/p>\n Customer education<\/a> helps customers understand your product as an antidote to their pains. It helps them maximize their product value<\/a> and more importantly, achieve their goals.<\/p>\n Take our next webinar as an example. It focuses on a specific use case: enterprise and complex product onboarding.<\/p>\n Such products are challenging because it’s difficult to showcase their value. So we expect the webinar to be well-attended, not only by existing customers.<\/p>\n Picture this: it’s Friday, 7 pm, and you’re putting the finishing touches to a report <\/a>before wrapping up for your long-awaited vacation. But your new software doesn’t play ball and you’re at your wits’ end trying to figure out how to generate it.<\/p>\n You get on the phone to the customer support <\/a>team but they’re long gone for the weekend.<\/p>\n Fortunately, an AI-powered chatbot directs you to a relevant resource center module, where a video tutorial<\/a> takes you through the process.<\/p>\n Self-service <\/a>resources save the day. And your vacation.<\/p>\n Customer feedback serves 2 main purposes:<\/p>\n The best part?<\/p>\n You can collect it easily via automatically recurring in-app surveys<\/a>. So once you set it up, it runs at regular intervals and you can focus on analyzing the results.<\/p>\n Customer experience isn’t limited to user behavior<\/a> inside the product. It involves interactions with your brand across multiple channels.<\/p>\n For example, they may hear about your product from a Reddit thread or learn about your webinars from social media posts.<\/p>\n As a business, you need to shape the customer experience across all channels<\/a>, and this requires a comprehensive strategy.<\/p>\n The strategy should consider the needs and preferences <\/a>of your customers and the qualities of the channels. For example, When dealing with customer pain points, you have two options: wait for them to arise and act only then, or anticipate <\/a>problems and support users proactively<\/a> to prevent issues from escalating.<\/p>\n The latter approach is way more cost-effective and safer.<\/p>\n In SaaS, you can do it by analyzing user behavior in-app to identify friction points<\/a> and creating in-app experiences that guide <\/a>users through the bottlenecks.<\/p>\n When users first sign up for the product, they can only adopt basic features. These are enough to get the taste of what the product offers but not to realize its full value<\/a> or satisfy all their needs.<\/p>\n That’s why good onboarding never stops.<\/p>\n After the primary stage, secondary <\/a>onboarding focuses on advanced functionality. This is followed by tertiary onboarding aimed at driving account expansion <\/a>and promoting customer advocacy<\/a>.<\/p>\n This keeps customers engaged, builds their loyalty, and increases customer value<\/a>.<\/p>\n There are a few things you can do to strengthen the relationships <\/a>with your customers that improve their customer experience (and ensure a stable revenue stream):<\/p>\n As mentioned, customer effort score (CES) <\/a>measures how easy it is to complete a task within a product.<\/p>\n It’s measured through surveys <\/a>that ask users to grade their experience on a scale, for example, 1-5.<\/p>\n To get valid results from your surveys, launch them contextually<\/a>, the moment the user completes the action. the experience is still fresh in their minds.<\/p>\n\n
![\"User](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-persona-customer-experience-best-practices_809ade7a9e92ee8f7662b2073415d689_800.png)
<\/picture><\/figure>\nMap out a customer journey map for each customer persona<\/h3>\n
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![\"User](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-journey-customer-experience-best-practices_d9ab04fdcdfa89f2d037a3e7dbf606c7_800.png)
<\/picture>Create different in-app experiences for users<\/h3>\n
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Invest in customer experience management software<\/h3>\n
Track the success of your customer experience strategy<\/h3>\n
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![\"CX](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/cx-metrics-customer-experience-best-practices_9a67a076aa99cad6788a8d16ec77d384_800.png)
<\/picture>Iterate and improve your strategy<\/h3>\n
10 customer experience best practices in SaaS<\/h2>\n
1. Exceed customer expectations with personalization<\/h3>\n
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![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/welcome-survey-customer-experience-best-practices_88831299458765a26ccdab5462e4cb75_800.png)
<\/picture>2. A\/B test different experiences<\/h3>\n
![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/ab-test-customer-experience-best-practices_695e2a3816e40bdfda942ffc62b3cd54_800.png)
<\/picture>3. Continuously educate your customers on your industry and product<\/h3>\n
![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/webinars-customer-experience-best-practices_e485cb919b8a9cc136913aea719dec17_800.png)
<\/picture>4. Offer self-service channels for higher customer satisfaction<\/h3>\n
![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/resource-center-customer-experience-best-practices_adc4403e982b09e21196d3a0703ad6bc_800.png)
<\/picture>5. Collect customer feedback regularly<\/h3>\n
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![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/feedback-customer-experience-best-practices_5c4219e90312842f79e0eb1fd9e47d54_800.png)
<\/picture>6. Build an omnichannel customer experience strategy<\/h3>\n
Twitter <\/s>X can be great for announcing a new feature<\/a> but not for teaching customers how to use it.<\/p>\n7. Provide proactive customer service<\/h3>\n
![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/tooltip-customer-experience-best-practices_e284d2a6fc2de53a9a7ac9b3d80ef13f_800.png)
<\/picture>8. Increase customer lifetime value with continuous onboarding<\/h3>\n
9. Build lasting customer relationships<\/h3>\n
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10. Measure customer effort score (CES) after key interactions<\/h3>\n
![\"Customer](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/ces-customer-experience-best-practices_4d808590a8faf1239e7b3b9b74ff98b3_800.png)
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