What are the most important product metrics for optimizing your messaging?

The satisfaction score or NPS is a great way to measure what we are doing well and what we are not. Receiving this feedback from customers is the best thing that a company can implement as a good practice. When you are open to listening to what you do well and what you can improve, your customers begin to have a relationship of trust with the brand or product and will be your spokespeople for free publicity about your product or service. Furthermore, you need to prepare your team members very well to provide excellent customer service and build loyalty.

Change up the time of day of your message too. In the morning or late afternoon are times where I find the most success. The call to action messages have a higher success rate during these times of day which will in turn increase the activation rate.

If you are using email or other messaging platforms, track open rates to understand how many recipients actually open and read your messages. This metric is particularly important for email marketing or online marketing.

In my experience, if you are using newsletters for sending the message to the target customers then click rate & open rate plays an important role. It gives you a good indication about the initial response from customers. No matter whichever mode you use for messaging, Activation rate is critical to win new customers. And to optimize activation rate; you can try different methods for communicating the message to your customers and decide the best way where the probability of converting lead to order is higher.

A call to action using the fundamentals of copywriting and timing. Know when your audience is online. You need to test both but using the basics well works. Don't spray and pray.

The retention rate is directly related to customer involvement. Whether in the B2B or B2C relationship, the more the company works to increase the perception of value about its product or service, the greater the loyalty of its customer. A CX management that promotes predictive and humanized service, personalized journeys and well-orchestrated interactions, will result in increased customer engagement and success.

One thing i have found helpful in improving retention rates is effective use personalization and contextualised communication. While channels for comms can be social, push notifications, in app banners, whatsapp, email etc etc. Repeat consumption comes largely on account being relevant. Also effictive metric to track this dau/mau ratio which more or less works in most of scenarios when it comes to retention.

Retention rate is the pulse of user loyalty. Consistent communication, value delivery, and support are the pillars to elevate this metric. Encouraging users to integrate your product into their routines fosters enduring engagement, ensuring your product fulfills its promise and becomes an indispensable part of their experience.

Prestar mucha atención a la tasa de retención es vital para las empresas por varias razones, ya que nos brinda información valiosa sobre la satisfacción del cliente, la calidad del producto o servicio y la salud del negocio en general. Por lo que, además de ofrecer un producto o servicio excepcional, es necesario tener feedback de los clientes de manera sistematizada, ofrecer experiencias personalizadas, mantener una comunicación efectiva, y así mantener una relación a larzo plazo y como resultado tendremos no solo una alta tasa de retención sino que además obtendremos un boca a boca positivo.

Retention Strategy varies depending upon whether the target segment is B2B or B2C. For B2B it's more to do with quality, pricing and in time delivery of products/ services . For B2C it's more about recreating the situation which leads to the recall about the product. It's the mind share of the customer that needs to be captured

The best way to get referrals is to ask for them. The second best way is to offer an incentive for giving one. If you only do two things when structuring your referral program, focus on these, everything else is optimization.

Increase referral rates by delivering exceptional value, optimizing user experience, and implementing a structured referral program with incentives. Leverage social proof through positive reviews and testimonials. Personally engage satisfied customers, utilize social media, and reward loyal advocates. Ensure a mobile-friendly referral process, and consistently request referrals, creating a community of advocates who contribute to word-of-mouth marketing and sustained growth.

Referral is everything and focusing on advocacy is ESSENTIAL! Because conversion improve when it is coming from a referral. I have read in the past For example, e-commerce has a 10-30% referral conversion rate, software is 15-25%, education is 20-40%, health care is 25-35%, and finance is 30-40%.

The customer will be going to refer the product to someone only and only when either of the conditions is fulfilled:- 1. He or She is genuinely overwhelmed with the product. 2. He or She is making some incentive on the sales of the product. So the referral program can work in this. Eg: a customer will get a 5% discount if referred 'n' genuine buyers and will get 10% discount if referred 'x' buyers, etc.

Referral rate is a great method to test whether your ideal customers trust your brand voice, and how much they resonate with the brand story. It's important to tap into your referrals to understand what elements have shaped their experience. Create a list of these, as these elements are core to strengthening your brand position.

While satisfaction score are great, there’s a risk that you conflate the ratings of experience with outcomes. A user might not get the outcome they desire (such as a refund), but the product might be working perfectly. Users rate their satisfaction as poor because they didn’t get the outcome they desired rather than because your product sucks. Instead of satisfaction, I’ve found Effort to be a better yardstick for measuring the user experience of a product. This strips out the conflation of outcomes and places the focus on the interaction itself. On a scale of 1-7, how effortful was your experience today, for example. Higher the effort, the worse the product is performing for users.

Satisfaction scores are a great way to not just measure the current satisfaction levels of customers but also help you iteratively move up the echelons of the specific product/ service your organisation is offering. Benchmark is the greatest teacher, one could think of comparing these scores with the industry leader, example an automotive company offering retail products can compare its own Net Promoter Score to that of Tesla, BMW, Daimler or any other iconic brand and consistently work towards the journey to get there.

El nivel de satisfacción es la métrica más importante, pues es el resultado de todas las demás. El cliente satisfecho es el que va a regresar contigo, agregando valor en el largo plazo.

Collect qualitative data through customer feedback, surveys, or reviews. Understand how your messaging resonates with your target audience and whether it aligns with their needs and expectations.

While user satisfaction metrics offer subjective insights into messaging efficacy, over-reliance on feel-good metrics risks overserving marginal use cases. Leaders must balance satisfaction alongside value and revenue metrics. User happiness lacks context on whether product investments create disproportionate or unsustainable costs. The advice would benefit from noting satisfaction's limitations and augmenting with metrics on utilization, retention, referral rates and lifetime value to make more informed product choices. Multidimensional data is key to optimize holistically, not just satisfy selectively.

Knowing the customer well and their consumption habits are crucial for increasing the profitability of a company. Revenue per customer can be higher when the company offers products or services to the customer, according to their consumption habits. When the customer realizes that the company knows him and feels that his interactions are personalized, he feels unique and with that he starts to buy more with this company. Every Cross or Up selling strategy will be successful if the company anticipates the needs of customers and offers products that are adherent to the consumer's moment.

One of the key business metric is Revenue per user. Most of the business organizations would have multiple sku and variations shape, size or flavours to start with. However in short span one product/sku become the hero which means the acquisition engine working for this sku and hence ARPU (avg rev per user). Now to increase this Rev per user. One need to cohortize the base which is ready to buy/consume more. Now product and services needs to be bundled in such way it meets the objective of increasing revenue per user.

To increase the Revenue per user, bundle deals could be a game changer find out your top 5 hottest selling products and bundle them with smaller items. Sell the hot selling products individually as well. Slowly you'll see the inclination of the crowd will shift towards the bundle deals.

Revenue per user focus is needed to understand the effectiveness of your messaging campaign. Whether it be via Email, SMS, LinkedIn, Facebook or any other outbound messaging pipeline. Generally utilizing bundles, deals and newsletter can greatly improve your LCV [ life cycle value ] which is the most important factor for a long term and effective system. Give them a discount for signing up to your free system and occasional inform them on products, services and deals that are occurring and that initial few dollars lost to convert them is made up exponentially over time. From a prospect buying once at $1,000 instead give it to them for $750 if they sign up to your newsletter and everytime you have an upcoming deal watch the cash flow in.

Revenue per user (ARPU) is critical in product metrics as it directly impacts profitability and sustainability. By understanding how much value each user contributes, you can refine pricing models, upsell strategies, and targeted marketing efforts. Analyze ARPU in segments to identify high-value user behaviors and tailor offerings. Increasing ARPU involves enhancing user engagement, introducing premium features, and optimizing pricing tiers. This metric guides monetization strategies, ensuring a balance between user satisfaction and maximizing revenue, essential for a thriving and profitable product ecosystem.

The most important metric of the effectiveness of a message is the spirit with which it is received by the recipients. The message has to be precise, without necessarily being critical or satirical and it should maintain the confidence and dignity of the recipients, irrespective of whether the target audience is a junior, senior or an outsider!

In my opinion, always make sure to test one element at a time while performing A/B testing. This means change one element such as call to action, product design visual etc. then measure its impact on your campaign. By identifying the single most important element that drives effectiveness, not only you will be able to improve on your metrics but also convert more users.

Conduct A/B tests on different messaging variations to compare their performance. Analyze metrics like conversion rates, click-through rates, and engagement to identify the most effective messaging elements.

It depends on what you are messaging for - Branding or Lead Generation. In case your messaging is for Branding, then the activation rates - open rate, views, impressions, engagement, etc. are the metrics to look out for. In the other case, the number of leads - form fills, replies are the metrics to look at.

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