How LivelyCampaign results in ultimate buyer experiences

This article was contributed by Nicole Ortmann, Customer Insights Analyst.

At ActiveCampaign, we really believe in the power of listening. While our commitment to responding to customer feedback was just as important to us with 10 customers as it was with 150,000 customers, we had to repeat the way we hear and understand your needs.

As our customer base has grown, so have our methods and hearing systems to incorporate your feedback into the desired changes. Today, on #CXTagAwarded annually on the first Tuesday in October, we want to highlight why your feedback is important to us, as well as highlight some customers who have customized their business to deliver strong customer experiences during a challenging time.

How we listen to you

Every time you reply to a survey or an idea on ours Feedback and ideas board, we are listening. In fact, there are more than 50 customer feedback channels that we actively monitor to prioritize and drive platform improvements. Think of: online review sites, satisfaction surveys, in-app surveys, posts in our Facebook and Slack communities – we listen!

If you have any idea on our Feedback and ideas board, it comes in a queue that our product team checks on a regular basis. Ideas are categorized and weighed against other factors such as current priorities and goals. If your idea is trending (i.e., if more than one person has submitted a similar idea), it becomes even more important.

Fast forward and many of your ideas have been added to our product roadmap and eventually translated into new features or improvements. This year in July and August alone, our product team released new features and improvements based on 42 different customer ideas from the board.

The responses we receive to our scheduled NPS surveys are similarly weighted for impact. If you have already answered the question “How likely is it that you would recommend ActiveCampaign to a friend or colleague?”? In an email from us you contributed to our interception system. We read and categorize every single answer, and your answers drive innovation in our product.

How our customers listen and adapt

Delivering a strong customer experience requires personalization more than ever. ActiveCampaign prides itself on having a place in the market that is primarily focused on enabling businesses of all sizes to create incredible customer experiences. We are inspired by the way our customers have aligned their business with the changes our world continues to experience.

We have heard from many customers who have had to change their business model in some way over the past two years. Our customer Hipcooks made the switch from the stationary cooking school to an online offer of livestream courses during Covid-19. They had to learn to adapt to what it means to provide a connected experience virtually.

What changes have you started?

In 2021 we have our # CustomerLove program to show how we listen to you and improve our product and customer experience so that you can continue to grow your business. If you didn’t know our release notes can be filtered according to “customer love”. Here you can find out about weekly product updates and releases that are solely based on your feedback.

You helped advance our product roadmap by posting some of your key customer inquiries, including Campaign Builder experience enhancements, CRM enhancements, and the redesigned Content Manager to make your image assets easy to find and manage.

Our commitment to you

We want to hear from you! Although #CXDay is officially recognized on the first Tuesday in October each year, we strive to prioritize our customers every day. We update ours quarterly Commitment to customer success, promises excellence in terms of value, service, trust and access.

As long as we receive your feedback, we want to keep using it to drive innovation. If you haven’t already, the next time you should take a feedback survey or add your vote to our ideas board. We always appreciate your feedback and strive to use your feedback to improve our product for you.