User Experience

Last week, I described four design patterns for AI agentic workflows that I believe will drive significant progress: Reflection, Tool use, Planning and Multi-agent collaboration. Instead of having an LLM generate its final output directly, an agentic workflow prompts the LLM multiple times, giving it opportunities to build step by step to higher-quality output. Here, I'd like to discuss Reflection. It's relatively quick to implement, and I've seen it lead to surprising performance gains. You may have had the experience of prompting ChatGPT/Claude/Gemini, receiving unsatisfactory output, delivering critical feedback to help the LLM improve its response, and then getting a better response. What if you automate the step of delivering critical feedback, so the model automatically criticizes its own output and improves its response? This is the crux of Reflection. Take the task of asking an LLM to write code. We can prompt it to generate the desired code directly to carry out some task X. Then, we can prompt it to reflect on its own output, perhaps as follows: Here’s code intended for task X: [previously generated code] Check the code carefully for correctness, style, and efficiency, and give constructive criticism for how to improve it. Sometimes this causes the LLM to spot problems and come up with constructive suggestions. Next, we can prompt the LLM with context including (i) the previously generated code and (ii) the constructive feedback, and ask it to use the feedback to rewrite the code. This can lead to a better response. Repeating the criticism/rewrite process might yield further improvements. This self-reflection process allows the LLM to spot gaps and improve its output on a variety of tasks including producing code, writing text, and answering questions. And we can go beyond self-reflection by giving the LLM tools that help evaluate its output; for example, running its code through a few unit tests to check whether it generates correct results on test cases or searching the web to double-check text output. Then it can reflect on any errors it found and come up with ideas for improvement. Further, we can implement Reflection using a multi-agent framework. I've found it convenient to create two agents, one prompted to generate good outputs and the other prompted to give constructive criticism of the first agent's output. The resulting discussion between the two agents leads to improved responses. Reflection is a relatively basic type of agentic workflow, but I've been delighted by how much it improved my applications’ results. If you’re interested in learning more about reflection, I recommend: - Self-Refine: Iterative Refinement with Self-Feedback, by Madaan et al. (2023) - Reflexion: Language Agents with Verbal Reinforcement Learning, by Shinn et al. (2023) - CRITIC: Large Language Models Can Self-Correct with Tool-Interactive Critiquing, by Gou et al. (2024) [Original text: https://lnkd.in/g4bTuWtU ]

MBA schools get one thing right. Frameworks. Consultants swear by them. And here's what most CSMs miss: Your job? It's consulting in disguise. Every customer meeting. Every QBR. Every escalation. You're solving problems. But where do you start? That's where frameworks come in. Your secret weapon. Your north star. Your problem-solving toolkit. Let me break down the top 10 that'll transform your CS game in 2025: 1. MECE Not just for consultants anymore. Mutually Exclusive, Collectively Exhaustive. Perfect for segmenting your customers. Enterprise vs. Mid-market vs. SMB. No customer falls through the cracks. Every account has a home. 2. SWOT Your QBR's best friend. Analyze each account's: Strengths (feature adoption) Weaknesses (unused modules) Opportunities (upsell potential) Threats (competitor presence) Make every review strategic. 3. PESTLE Because your enterprise customers are complex. Political (stakeholder mapping) Economic (budget cycles) Social (team dynamics) Technical (integration needs) Legal (compliance requirements) Environmental (remote work impact) Miss one? Risk renewal. 4. 5 Whys Low product adoption? Ask why. Poor engagement? Ask why. High churn risk? Keep asking why. Root cause analysis saves accounts. 5. BCG Matrix Your portfolio management tool: Stars: Growth accounts Cash Cows: Stable enterprises Question Marks: New logos Dogs: Churn risks Prioritize your time accordingly. 6. Porter's Five Forces Not just for market analysis. Use it for customer health: User adoption strength Executive buy-in Alternative solutions Integration stickiness Budget competition The complete health score. 7. OKR Because "increase retention" isn't enough. Objective: 95% renewal rate Key Results: - 100% QBR completion - 90% feature adoption - 48hr response time 8. RACI Map your customer's journey: Who's Responsible for success? Who's Accountable for renewal? Who needs to be Consulted? Who stays Informed? Clear ownership = Clear success 9. SMART Goals Make every success plan count: Specific feature adoption targets Measurable usage metrics Achievable timelines Relevant to business goals Time-bound implementation 10. 3Cs Customer (their needs) Company (your solution) Competition (their alternatives) The triangle of customer retention. Here's what most CSMs miss: Frameworks aren't rigid rules. They're power tools. For discovering value. For driving adoption. For ensuring renewal. Master these. Apply them to your accounts. Watch your renewal rates soar. Because great CSMs? They're framework ninjas. ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

Web3 & Customer Loyalty: Beyond points and perks From Fortune 500 companies to tech start-ups, one of the most common subjects I get asked about is “Loyalty programs”. Well, the way I see it, Web3 is setting the stage for a radical transformation. Moving beyond the traditional points-based systems, it's reshaping how brands and consumers interact, forging deeper, more meaningful connections. Web3 is shaking up old-school loyalty models, steering away from mere economic transactions to building emotional connections and community engagement. It's a shift from passive consumerism to active participation. Salesforce's research found that 71% of consumers switched brands in 2021, driven not by loyalty programs but by product quality and customer service. This reflects a significant move towards true brand affinity, where loyalty is about shared values and experiences. The report “Future of Loyalty” highlights how Web3 fosters a sense of belonging and shared purpose, turning loyalty into a two-way street. ↔️ NFTs, for instance, are not just digital collectibles; they're symbols of membership in a community, granting exclusive access and a sense of identity. This approach nurtures active participation and contribution, with members playing a crucial role in shaping the community's value and future. In Web3, communication shifts from traditional channels to interactive, community-driven platforms, pivoting a foundational change in how we engage with brands. This is about creating spaces where consumers aren't just buying into a brand, but becoming an integral part of its story. Here are some of the things I’m most excited about when it comes to loyalty in Web3: 🔄 Interactive membership: Loyalty programs are evolving into interactive experiences. Members are not just passive recipients of rewards; they're actively engaged in co-creating value and influencing the brand's direction. 💬 Cultivating community: Community is at the heart of Web3 loyalty, with brands fostering environments where consumers feel a sense of belonging and shared purpose. 💪 Empowered ownership: In this new era, loyalty equates to a sense of ownership. Members become key stakeholders in the brand's journey, significantly influencing its growth and success. 🎯 Shared experiences: The emphasis is on shared experiences, creating emotional connections that go beyond transactions, forging long-lasting brand loyalty. If you want to explore even more about loyalty in Web3, I invite you to dive into the edition #10 of The Wild West of Web3 for an in-depth exploration of various concepts and real-world applications.  Link in the comments. So, what’s your take on this shift? 🔔 Stay tuned for more insights into the digital transformation of marketing and customer engagement by hitting that bell on my profile. LFGrow 🚀 #RightClickSaveAs

Ever wonder why some pricing pages convert effortlessly while others fall flat? After auditing over 200+ pricing pages, I’ve discovered there’s a science to getting it right. Here are 3 key lessons and 6 breakdowns to optimize your pricing page for clarity and conversions: — 𝗖𝗵𝗮𝗽𝘁𝗲𝗿 𝟭: 𝟯 𝗞𝗲𝘆 𝗟𝗲𝘀𝘀𝗼𝗻𝘀: 1. Simplify the Decision-Making Process: The best pricing pages make it easy for customers to understand their options quickly and without confusion. Guide them by recommending a plan or narrowing down their choices. Keep it simple, and they’ll pick faster. Principle: Hick's Law – The more choices people have, the longer it takes them to decide. 2. Highlight Key Features and Benefits: Don’t just list features—emphasize the benefits of each tier. Make it clear what customers gain as they move up the pricing ladder. By showcasing the tangible value of upgrades, you make it easier for users to understand why a more expensive plan is worth it. Principle: Value Proposition Design — Your brand positioning should revolve around what people want, not what you “think” they want. 3. Address Objections Early: Many customers come to the pricing page with concerns about affordability, commitment, or value. Address them directly on the page by offering guarantees, social proof, flexible payment options, or highlighting low-risk entry points. Principle: Risk Reversal — The more you mitigate the risk, the easier it is for them to make a decision. — 𝗖𝗵𝗮𝗽𝘁𝗲𝗿 𝟮 – 𝟲 𝗖𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗣𝗿𝗶𝗰𝗶𝗻𝗴 𝗣𝗮𝗴𝗲 𝗕𝗿𝗲𝗮𝗸𝗱𝗼𝘄𝗻 Let’s start with Figma: Figma’s page makes it easy to distinguish between plans using simple color schemes. The call-to-action (CTA) for each plan also stands out. Instead of a generic button, each plan has its own, like “Choose Starter” or “Contact Sales” for enterprises. Each plan progressively highlights more features which keeps things clear and shows exactly what you’re getting as you move up.The design is optimized for visibility—everything important is right above the fold on most desktop screens. You don’t have to scroll endlessly to find out the basics. Unlike most companies, Figma is upfront about the price of its enterprise plan. You still have to contact sales to buy it, but at least the cost isn’t hidden. — If you want to read the in-depth breakdowns of 5 other companies including Monday, Apple, and Fortnite, check the breakdown available in the comments below.

I've been reflecting on one major trend from last year that I feel will be hard to ignore in 2025: Gen Z’s relationship with brands and social media. This generation doesn’t just consume content, they drive it. And they do so with a level of authenticity and transparency that demands our attention. For Gen Z, brand loyalty isn’t built on flashy ads or influencer endorsements alone. It’s about values. It’s about knowing what the brand stands for and aligning with causes they care about: be it sustainability, inclusivity, or social justice. Here’s how I’ve been thinking about this shift as an entrepreneur: For Gen Z, being true to themselves is really important. They want brands that embrace uniqueness and support personal expression. To connect with them, we need to be authentic and offer products and messages that let them express who they really are. Social Media is the New Word of Mouth: If you’re not engaging in the conversations Gen Z is having on social media, you’re missing out. They trust their peers and online communities more than traditional advertising, and their feedback is immediate and powerful. Experience Over Projection: For this generation, it’s not just about seeing an ad but engaging with a brand in a meaningful way. Whether through personalized experiences, interactive campaigns, or exclusive content, creating a connection is more valuable than ever. Gen Z is not just shaping the future of business but is redefining what it means to build loyalty and trust. Is your brand ready for this shift?

73% of people admit their online presence doesn’t represent who they truly are. Honestly? Yea! We live in a world where social media pushes us to be “marketable,” “polished,” and “always-on.” But guys—being seen ≠ being understood. My job? To fix that gap. Without losing the real “you.” Here’s how most business owners get it wrong. 👉 They think ‘professional’ means ‘boring.’ You don’t have to sound like a corporate robot to build authority. Your quirks? Your humor? They’re your superpowers. 👉 They focus too much on aesthetics. A great profile pic and sleek visuals are nice, but your words and stories are what build trust and connection. 👉 They struggle with consistency. Posting once in a blue moon won't make you memorable. Building an authentic online presence is like going to the gym—you’ve got to show up regularly. 👉 They copy trends instead of owning their voice. Trends fade. Your unique experiences? Timeless. Stop being a knockoff; start being the original. So, how do you fix it? Think of personal branding like a first date: 📍Be yourself (but the best version). 📍Show, don’t just tell. 📍Stay consistent but not repetitive. And most importantly—speak to people, not at them. Why do we need all of this effort? 86% of consumers prefer an authentic brand personality over a polished one. In short: Authenticity wins. Always. If your LinkedIn, Instagram, or website doesn’t feel “you,” it’s time for a change. Let’s fix it—without the fluff, without the fake. What do you think? Does your online presence truly reflect YOU? Or just a version you think people want to see? 🤔 DM me or book a call if you're ready to build a REAL personal brand. #PersonalBrandingExpert

70% shoppers leave if they struggle to find the price. Hidden prices lead to: • Frustration • Loss of trust • Delayed decisions You might not have an intention to hide it. And you might show it in the add-to-cart CTA. But the ideal placement is by the product name. This is using the proximity principle. When the price is NOT close to the product name (the usual placement), it will cause them to think. And that’s when visitors would leave. In this post, using Rue Sophie’s PDP, I’ve made 9 changes that tackle such challenges and improve the shopping experience + conversions. 1. Highlight the video of your product. Especially if you're in fashion as that's a competitive space. 2. Have the images with a slider with prominent arrows. Show the sneak peek so the swiping experience looks intuitive. 3. Highlight the model's dress size. This helps shoppers to visualize the best size for them. And imagine the fit better. 4. Place the price next to the product name, instead of in the options of in the add-to-cart CTA. 5. Highlight key features in bullets. Avoid paragraphs. 6. Show the color options when you have 2 or more. If only 1 color, best to hide this section. Make the color prominent and highlight the selected state clearly. 7. Optimize the area around the add-to-cart CTA. Show the delivery time and free delivery or return policy. 8. Have accordions instead of tabs or rich content. This helps shopper read more about what they're most interested in quickly. 9. Lastly, upsell. Complete your look section is a must. You can show matching accessories or other clothing products that go well here. Found this helpful? Let me know in the comments! P.S. If you want to optimize your site,  think about your shopping habits. When you can’t find the price, do you stick around? Probably not. Your customers are no different. Make it easy for them to browse. And you’ll see the benefits in your conversions. #cro #uxdesign

I used Google Forms for my bachelor’s research. And now I realize I shouldn’t have. Not because I was careless, but because I didn’t know better. None of us did. In India, almost every psych or social work student I knew used Google Forms. It was free, easy, and accessible. We thought we were doing it right. But once I started my master’s in Germany, I noticed something strange: No one here uses Google Forms. Not even for tiny surveys. Why? Google stores form responses on servers mostly located in the U.S, meaning researchers outside the U.S have little control over where their participants’ data goes or how it’s protected. When you’re collecting personal or sensitive information, this lack of control becomes a serious ethical and sometimes legal concern. That hit me hard. Back then, people trusted me with their stories. And I unknowingly put that trust at risk. I’m not sharing this to blame anyone. I’m sharing it because we’re often not taught what ethical research actually looks like. So here’s what I wish someone had told me earlier: If you’re collecting data from people, especially in psychology or social work, privacy is not optional. There are a few alternatives available: 🔹 Zoho Survey: Free, Indian company, better data protection. 🔹 LimeSurvey: Open-source, widely used in academia. 🔹 Nextcloud Forms: Privacy-first, great if your institution supports it. 🔹SurveySparrow : Also based in India. Good if you're not collecting highly sensitive data. 🔹Jotform: If you want a form builder that feels like Google Forms but with more control. Just double check where the data is stored. And if you must use Google Forms: • Be transparent: Let the participant know where their data would be stored • Avoid collecting sensitive info • Download and delete data from the platform ASAP Research is not just about responses. It’s also about respecting the people who respond. If you’re a student reading this, I hope this helps you to take one step closer to doing research that’s not just smart, but safe.

This new white paper by Stanford Institute for Human-Centered Artificial Intelligence (HAI) titled "Rethinking Privacy in the AI Era" addresses the intersection of data privacy and AI development, highlighting the challenges and proposing solutions for mitigating privacy risks. It outlines the current data protection landscape, including the Fair Information Practice Principles, GDPR, and U.S. state privacy laws, and discusses the distinction and regulatory implications between predictive and generative AI. The paper argues that AI's reliance on extensive data collection presents unique privacy risks at both individual and societal levels, noting that existing laws are inadequate for the emerging challenges posed by AI systems, because they don't fully tackle the shortcomings of the Fair Information Practice Principles (FIPs) framework or concentrate adequately on the comprehensive data governance measures necessary for regulating data used in AI development. According to the paper, FIPs are outdated and not well-suited for modern data and AI complexities, because: - They do not address the power imbalance between data collectors and individuals. - FIPs fail to enforce data minimization and purpose limitation effectively. - The framework places too much responsibility on individuals for privacy management. - Allows for data collection by default, putting the onus on individuals to opt out. - Focuses on procedural rather than substantive protections. - Struggles with the concepts of consent and legitimate interest, complicating privacy management. It emphasizes the need for new regulatory approaches that go beyond current privacy legislation to effectively manage the risks associated with AI-driven data acquisition and processing. The paper suggests three key strategies to mitigate the privacy harms of AI: 1.) Denormalize Data Collection by Default: Shift from opt-out to opt-in data collection models to facilitate true data minimization. This approach emphasizes "privacy by default" and the need for technical standards and infrastructure that enable meaningful consent mechanisms. 2.) Focus on the AI Data Supply Chain: Enhance privacy and data protection by ensuring dataset transparency and accountability throughout the entire lifecycle of data. This includes a call for regulatory frameworks that address data privacy comprehensively across the data supply chain. 3.) Flip the Script on Personal Data Management: Encourage the development of new governance mechanisms and technical infrastructures, such as data intermediaries and data permissioning systems, to automate and support the exercise of individual data rights and preferences. This strategy aims to empower individuals by facilitating easier management and control of their personal data in the context of AI. by Dr. Jennifer King Caroline Meinhardt Link: https://lnkd.in/dniktn3V

Stop Posting Just Room Photos on Socials! Here’s What Guests Actually Want to See. Be honest with yourself, how many times has your hotel’s socials posted a perfectly polished room photo with a caption like: "A cozy escape awaits. Book now. ✨" And how many times did that post actually drive engagement… or, better yet, a booking? The truth? Guests don’t book because of a bed and four walls. They book for the experience. Yet, so many hotels (and restaurants) flood their feeds with soulless, salesy photos that look just like every other property. If your social media feels more like an online catalog than a destination, you’re missing the point. And here’s the real game-changer: With AI improving at an insane pace, software will soon generate better images of our hotel rooms than we ever could anyway! Perfect lighting, flawless composition, AI will do it all. Just like the image in those post. So, what will actually make a difference? The stories and experiences we share. What Should You Post Instead? 📍 The Destination : Guests aren’t just staying at your hotel; they’re visiting your city. We’re focusing on highlighting local gems, hidden spots, and experiences they won’t find on TripAdvisor. 👩🍳 Behind-the-Scenes Stories : Meet the chef behind your restaurant. Show how your cocktails are crafted. Introduce the team that makes the magic happen. People connect with people, not just places. 🎥 Guest-Generated Content : A guest’s TikTok or Instagram Story will always feel more authentic than a corporate post. That’s why we’re actively encouraging and sharing real experiences from real people. 🐶 Unique Experiences – Is your hotel pet-friendly? Show a guest’s dog getting VIP treatment. Do you have a rooftop with an insane sunset view? Capture it in the moment. We’re prioritising content that makes guests feel something. 😂 Relatable Moments – The WiFi struggle at check-in. The joy of room service at midnight. The feeling of slipping into a fresh hotel robe. We’re leaning into humour, nostalgia, and moments guests actually remember. The Bottom Line? Our guests don’t just want a room. They want a story to tell and a memory to take home. That’s exactly why our hotel group has shifted the focus of our social media strategy. Less staged perfection, more real experiences with the teams on the ground diving right in to get on board! AI will generate the polished images, but it won’t replace human connection. What’s the best-performing post you’ve seen from a hotel or restaurant? Drop a link, I’d love to check it out! 👇🏼