YoHe, Yerevan (2026)

14/08/2023

Just maintaining a good relationship with users is not enough. It is important to turn this interaction into numbers and understand what it looks like in terms of metrics. For example, retention.

Everyone knows that it is always cheaper to retain loyal customers than to attract new ones. These clients spend more and come back to you again and again. But just knowing you have this kind of customers is not sufficient. It is important to "count" that retention from different angles and see what's really going on.

In this article compiled six basic metrics to help you understand how well you're doing at retaining customers.

Just maintaining a good relationship with users is not enough. It is important to turn this interaction into numbers and understand what it looks like in terms of metrics. And here you will have to assemble a small "team" to have a look at retention from different angles.

26/05/2023

CES or Customer Effort Score answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user had the most difficult time, and make their journey easier by eliminating this or that problem.

It seems that creating this type of survey is a piece of cake: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But wait a second. As with all the feedback matters, there are a lot of features that you should know about in order to get realistic results.

In this article, we'll talk about what a Customer Effort Score is and how to get not only a set of numbers, but also a lot of useful insights.

The Customer Effort Score is most useful for routine interactions that need to be performed efficiently. The user's responses will help you understand how successful their experience was and whether they encountered any difficulties along the way.

20/04/2023

Mobile user feedback went is not only about stores. There are many ways to collect in-app feedback and get valuable insights.

The main strength of the feedback in the application is that you get it in the moment. The user encounters an issue and immediately, with all the details, describes what went wrong.

Still there are some important points to consider when asking a user for his feedback. So here are some tips on how to collect in-app feedback and why it matters.

The main strength of the feedback in the application is that you get it in the moment. The user encounters an issue and immediately, with all the details, describes what went wrong.

23/03/2023

We all wish we could understand our customers perfectly well. But it is not working like that most of the time, because good things don't come easy. So what to do? Discuss for days wether the users really need this or that feature? Or maybe just ask a few questions? That's what we need!

Surveys are one of the best ways to gather lots of customer feedback and find valuable insights. They come in all shapes and sizes, but it's important to remember that they share a common foundation ― the right questions at the right time. However, this is not the only rule to take into account when creating surveys. After all, it is very easy to collect user feedback in the wrong way.

Therefore, today we will talk about the most common survey design mistakes and what they can lead to.

Don't ask more than 3-5 questions in one survey. In addition, do not mislead the user – show him how much he still has left until the end.

03/03/2023

Customer engagement is an ongoing development of the relationship between a company and a client that goes far beyond the transaction. It's not a one-time operation or an event, but a system that shows value in every interaction with the user.

Now brands are not just selling goods and services, but are trying to provide a unique experience to the client. That includes involvement in various activities. It can be participation in loyalty programs, communication in social networks or content creation.

Engagement can be measured just like any other aspect of the brand-customer relationship. But in order to see the big picture, one metric is not enough. This will require a whole team. We have compiled five different metrics (customer experience metrics, business metrics, and social metrics) that companies often use to work with engagement.

Engagement can be measured just like any other aspect of the brand-customer relationship. But in order to see the big picture, one metric is not enough. This will require a whole team.

06/02/2023

"We collected lots of feedback and did everything they asked us, but still they are unhappy!". Does this sound familiar to you? In this article we would like to talk about the most frustrating feedback-related problem: "We collected it. Now what?".

It is so hard to turn customer wants into needs, but there is always a solution. The main problem with these two terms is the lack of clear definition. So the concepts often overlap, leading companies off the right path before they can actually solve certain problems. However, it is not so difficult to separate one from another.

So let's see what we can do about it.

The main problem with wants and needs is the lack of clear definition. So the concepts often overlap, leading companies off the right path before they can actually solve certain problems. However, it is not so difficult to separate one from another.

17/01/2023

Online shopping is definitely one of the most enjoyable things in the internet. But it is not always perfect. Imagine you put all the things you wanted in the cart and then realised that you forgot to log in. Okay, no worries, it's not a problem to do it now! But as soon as you get into your account you see...an empty cart!

Next thing you want to do is just leave. And that's how most of the users feel when they encounter that kind of issues.

But that's not all. Working for several years with various e-commerce companies provided us with lots of interesting data. Together with our customers we collected, processed and analyzed feedback. In the meantime we also encountered numerous issues in UX. And some of them got in our way much more often than others. That's why we decided to put them all together and tell you about the most popular UX mistakes in e-comm.

Small things can have a big impact on client experience. That's why we always try to point out that non-standard or unpopular feedback deserves more attention. Problems that don't appear on your radar and remain unknown, might be the most important things that you need to see. Even if they are menti...

26/12/2022

We love collecting user feedback and getting some valuable insight from it. But sometimes just feedback is not enough.

It is critical to understand how developers look at users' problems when you set them a task and redirect a comment like: "The search is not working." They go to the site, enter several search queries, do not find any error, and send the ticket back with a note "Bug not found."

To fix the problem, they need to understand what to correct. As a rule, developers need to reproduce the bug with their own hands. And the probability is close to zero if they are out of context.

In that case you will need the help of web analytics. If you link it with feedback, you will get a really powerfull tool. In our new article we will look into the ways you can use that integration to get the best results.

By linking feedback with analytics, we get a powerful tool. First, with the help of Client ID, all the people who wrote about search problems were segmented in Google Analytics. After that, we saw what exactly users were trying to find on the site. What follows is a matter of technique. It became po...

16/12/2022

What do you think are the three pillars of success for a B2B company? Sales? Definitely. It has been the main driver of business for long years. Marketing? Absolutely. This is main lead generator in any company.

The third one is much younger than sales and marketing, but it can work as effectively as they do. And it is Customer Success. Its' main goal is to take good care of the company's clients and deliver the best experience.

Find out more about Customer Success in our new article.

The culture of Customer Success is widespread in services related to IT. It is a long–term strategy of your company, the goal of which is to make every customer happy.

09/12/2022

One of the most complicated things about VoC is asking right questions at a right time. That's where companies struggle the most. But what about the actual questions? It seems pretty easy to come up with them, but it could be tricky too.

So we're here to help with our guide on surveys. Here we have all the helpful information on where to ask, how and why.

No one knows your users better than they do. So why not ask them about problems or desired features? Regardless of the site you are working on – e-commerce, SaaS, blog, magazine – user surveys will give you the feedback you need to improve UX and increase conversion.

01/12/2022

We all like facts and figures 'cause sometimes they speak louder than words. But still numbers can't tell us everything. Generally they can't answer the question "Why is it so?". You can only guess.

But business is not about guessing games. You need to find all the answers before you're in trouble. And here comes the Voice of the Customer! So many things can be solved just by listening to the users. And there is more than one way to do it.

Ratings are great, of course, but they won't tell you exactly what customers like or dislike. You can build hypotheses and test new elements of the site. Or just add a feedback window.

24/11/2022

What is the bounce rate? Does it show how something is jumping away from somewhere? Kind of. Bounce rate is a web analytics metric that shows the percentage of users who visited one page on the site and didn't perform any further actions. Basically, they just got away very quickly.

Recent studies claim that the bounce rate on e-commerce sites is generally lower than on others – from 20% to 45%. Doesn't look terrible at all, but it can always be better. That's why we need user feedback here. When you realize the real needs of your clients and work to improve their experience, the bounce rate just goes down.

Give your customers what they need, and they will reward you with their loyalty.

Bounce rate is a web analytics metric that shows the percentage of users who visited one page on the site and refused further interactions with it.

YoHe

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06/02/2023

17/01/2023

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09/12/2022

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24/11/2022

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