Positive customer feedback is often overlooked in the workplace. But hearing about love from an organization’s customers is just as important as hearing negative customer feedback for the growth and success of any business.
When people think about customer feedback, the first thing that usually comes to mind is, “what are we doing wrong?” Receiving positive customer feedback, however, enables organizations to capitalize on this feedback to create an even better customer experience and improve the overall performance of the organization.
That’s why unitQ — which enables organizations to understand their products and services through the lens of their user base in real time — has baked-in functionality to surface positive insights from an organization’s customers.
I love this new feature
unitQ surfaces all user feedback from all feedback channels, and parses it through our AI and machine learning models to provide organizations with actionable insights to uplevel visibility into every touchpoint along the customer journey.
Our “customer love feature,” however, separates out all of the user friction and feature requests and surfaces what users find GREAT about an organization’s products and services. Examples run the gamut of “I love new feature X” or “I love how I can do X” and “I like how you made it easy for X.”
Obviously, this isn’t the sort of love you’d expect on Valentine’s Day from your significant other.
But this is the type of love that can be used for different purposes by Support, Product, Engineering, Marketing and Leadership functions to drive growth, reduce churn and build brand loyalty. This type of user feedback is also good for morale, and for illustrating with proof to the big bosses that customers are loving certain features.
Positive feedback, moreover, is also a good replacement for surveys. That’s because it provides more in-depth and meaningful insights into customer experiences, and enables organizations to orient and make decisions that will lead to an improved user journey.
Customer love boosts productivity, morale
Before we break down the benefits of customer love for CX, Product, Engineering, Marketing and Leadership functions, sit back and relax as we discuss the psychological impact that customer love will have on organizations like yours. This is among the most important reasons why organizations should have a total and real-time awareness of customer love, which only unitQ can deliver.
For starters, a positive work environment where employees feel valued and appreciated can lead to increased productivity and improved performance. Not every day is going to feel like a magical experience when coming into work. But when teams see how their products are improving their customers’ lives, it can boost morale, motivation, and make employees more excited to work on a product that people love.
Positive feedback can also be used by employees to get promotions and to show that their work is having a high impact on customers. It can also nudge teams to deliver better products and services — with eyes wide open, too.
Here’s a window into how unitQ and positive feedback works cross functionally:
CX
CX teams are the guardians of the user experience, and with AI-driven customer love data from unitQ, they will feel more empowered to develop a deeper understanding of their users to address emerging needs and drive growth.
With unitQ and its customer love feature, CX teams can:
Empower support teams
Make sure every customer voice is heard
Reduce time to insights
Leverage user insights to partner closely with Product and Support teams
Product
Product teams are the architects of the user experience. Accessing unitQ’s customer-love feature empowers Product teams with the evidence needed to drive product strategy to increase retention and even boost customer love.
With unitQ and its customer love feature, Product teams can:
Prioritize roadmaps to drive results
Track how users react to product launches
Discover emerging trends faster
Stay connected to users in real time
Engineering
Engineering teams resolve issues quickly to improve the quality of the user experience. By leveraging AI-powered user insights, they can discover and fix critical bugs impacting customer love.
With unitQ and its customer love feature, Engineering teams can:
Identify high-impact issues in real time
Get to the root cause faster with granular insights
Makes customers an extended member of quality teams
Quickly assess impact of bugs by region, release, platform and more
Marketing
Marketing teams often are the voice of an organization. For Marketing teams, easily finding out what customers love about your organization’s products and services — and by which customers —opens the door for customer case studies and provides a wealth of fodder for marketing campaigns to capture more customers.
With unitQ and its customer love feature, marketers can:
Create user centric marketing campaigns
Hone in on key drivers of user sentiment
Uncover ways to position new and existing products
Track the impact of product launches
Leadership
Leaders are empowered to steer organizations to success. Positive insights from customers can help leaders drive development and align teams around what is working, in addition to empowering leaders and teams to build customer-centric organizations.
With unitQ and its customer love feature, leaders can:
Make data-driven decisions based on real-time user trends to drive growth and beat the competition
Keep all teams aligned while driving towards the same goal
Identify growth opportunities in real time
Stay ahead of the competition
Conclusions
Positive customer feedback provides valuable insights into what customers like about a company and what can be improved. This data enables companies to make informed decisions about their products, services, and overall customer experience.
But there’s even more benefits of keeping your customers happy.
When customers feel positive about a company, they are more likely to stick around and remain loyal, which can lead to repeat business and long-term revenue growth. And positive customer feedback can help to enhance a company’s reputation, attract new customers, and increase brand awareness. That’s because happy customers are more likely to recommend a company to others, which can help to generate new business through word-of-mouth referrals.
About unitQ
As the leading Quality Automation platform,
unitQ
empowers companies with AI-powered, actionable insights from user feedback to help them craft high-quality products, services and experiences. unitQ centralizes feedback from all sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Category-leading companies like Spotify,
Bumble,
Pinterest,
Udemy
and
HelloFresh
rely on unitQ to drive growth, reduce churn and build brand loyalty.
With unitQ customer feedback software,
including unitQ GPT, organizations can discover quality issues at the same time as their users. Know what product launches, releases or evergreen features are causing the most bugs or support tickets. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Want to see how your organization compares to others? Get your free
unitQ Score
or book a
unitQ demo
today!
David Kravets
is Senior Content Marketing Manager at unitQ
