BELOW IS A SAMPLING OF SOFTWARE PRODUCTS THAT I'VE DESIGNED, TESTED, LAUNCHED, AND DOCUMENTED IN MY ROLES AS PRODUCT MANAGER
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XaMPLIFIER 2.0 - B2B SAAS CLOUD-BASED Customer Analytics PLATFORM
Problem: In 2012, some of SignatureForum's Fortune 500 clients in the elective medical industry needed insight into two key questions:
Q1: What effect does customer satisfaction rates play on customer retention at each stage of our customer's journey?
Q2: How can we quantify and communicate actionable insights about questions 1 & 2 across national organizations with dozens of brands and hundreds of brick and mortar locations?
Solution: I interviewed key clients and analyzed over a decade worth of customer survey data to begin creating xAmplifier 2.0
This turn-key system allows clients to integrate existing customer data and collect their own through quizzes, polls, surveys, and landing pages via a built-in automated touchpoint system.
Data captured is run through proprietary algorithms to and presented to personnel in a series of intuitive reports and dashboards, highlighting key customer behaviors including satisfaction, conversions, and cancellations rates, Net Promoter Scores, upsell opportunities, online reputation, and 3rd party reviews.
xAmplifier's flexible user management system allowed these insights to be crafted for anyone in the organization--from sales reps to C-level executives--and delivered to online dashboard or email inboxes in real-time.
Dynamic Landing Page System
Problem: xAmplifier clients wanted to direct lead customers to a landing page that not only had the intelligence to know who each customer was, but what stage of their customer journey they were in, how satisfied they were, what locations they had visited, who they had spoken to, and motivated them to take new actions on behalf of the client--such as book a new appointment or write a review.
Solution: I designed a bootstrap-based dynamic landing page system composed of rows of individual blocks that could be created and customized by non-technical xAmplifier employees.
When customers visited the landing page after a quiz, poll, or visit to the client website, our system used a series of a data triggers and dynamic variables from our database to present the blocks that best fit their customer profile.
While blocks containing branding elements such as logos remained static, the landing page’s copy, images, links, and buttons would instantly address them personally and configure to present a message crafted for their particular market segment.
Our clients loved how this approach allowed xAmplifier to A/B test different messages, designs, and product offerings to maximize rates of attendance, referrals, upsells, social media engagement, and online reviews.
push report system
Problem: Many C-level executives using Amplifier enjoyed our insights, but didn’t want to log into our web portal each time to access them. They wanted a simplified report on key metrics that would come to their inbox on a daily basis.
Solution: I interviewed xAmplifier clients and account managers to determine what metrics users found most valuable. To my surprise, each seemed to find value in different reports and dashboards, so I prepared a more flexible solution.
The xAmplifier push report system allows non-technical users to pick the data source, date range, report type, and width to build customized dashboards in minutes.
The flexibility of this system allows us to create reports for different roles within the client organization, and its share-able one-page format make it easy for clients to circulate, share, and become hooked on the insights.
Problem: xAmplifier clients loved the reviews and comments they were getting for customers and wanted an easy way to share them with visitors to their website.
Solution: I designed a simple paste-and-play iframe widget that linked directly to xAmplifier’s verified review database.
The snippet of code allowed for easy customization of the location, region, service/product, number, and sort of reviews as well as the colors, fonts, borders, responsivity, and links displayed.
As a 3rd party verified review engine, linking directly to our database had the added benefit of giving client SERP stars on Google and Bing.