Are you a Product Owner, Design Leader, Data Analyst, or Chief Experience Officer struggling to leverage endless customer feedback? We know how you feel.

Collecting customer experience (CX) and user experience (UX) data is one thing, but turning it into actionable insights is another. With a constant flow of data from multiple sources, understanding real-time customer needs can be overwhelming.

Ladder from Drawbackwards revolutionizes how you manage UX and CX by offering:

• AI-Driven Insights: Analyze customer feedback with artificial intelligence to highlight areas for improvement and provide actionable tips.

• Real-Time Sentiment Analysis: Understand customer feelings and preferences instantly across lines of business and products.

• Seamless Integration: Easily integrate with your existing Experience Management Software for a streamlined workflow.

Ladder drives massive time and money savings by measuring changes in user experience over time and filtering data so you can focus on issues that are specific to your product or service.

We’ve built Ladder for our clients and for ourselves. We’ve grounded it in decades of our own experience providing UX and CX insights across industries, from manufacturing to hospitality. And we’re constantly building new features and capabilities based on client feedback.

Here’s why we believe Ladder could be the key to transforming your product’s UX and delivering more intuitive, delightful, and meaningful experiences.

Ladder Delivers Powerful Real-Time Customer Insights

We’ve built Ladder to help you stay ahead of the curve with filters and features that come from real-world use cases experienced by our clients. That means not only that they’re tried and tested, but also that Ladder is constantly evolving to meet your needs.

When you use Ladder, you drive its evolution. We’ll tailor it to your data sources and the types of information you need to filter to get the best insights possible from your data.

We start with a discovery and set-up phase where we sit with you to understand your business. Then we tweak Ladder to provide you with a custom version that delivers the types of business insights that are most important to you.

These core features can be adapted and refined to meet your unique business needs.

AI-Driven Insights

Ladder uses artificial intelligence to analyze customer feedback, highlighting areas for improvement and offering actionable tips.

It will show you not only how much activity occurred in which channel (customer complaints in chat, reviews on third-party sites) but also your overall Ladder score for a specific workflow.

With powerful filters and analysis tools, Ladder allows you to dissect and interpret vast amounts of data. You can generate a Ladder score for your filtered data and compare that to your overall Ladder score to get a clear picture of when and where your product experience is rising or falling.

Real-Time Customer Sentiment Analysis

Ladder dives deep into your customer feedback, identifying critical areas for improvement and providing actionable insights that can be implemented immediately.

Understanding customer sentiment in real time is crucial for making timely and effective decisions. Ladder's real-time sentiment analysis analyzes user-generated written feedback and assigns themes to help you spot trends.

You’ll get a real-time score from your customer data so you can stay constantly in tune with their needs.

Seamless Integration with Your Existing Platforms

Ladder integrates smoothly with your existing Experience Management Software, enhancing your workflow without disruption.

Whether you use Qualtrics XM, Salesforce, Alchemer, Marketo, Podium, or other tools, Ladder can integrate effortlessly, ensuring that you can harness the full potential of your customer feedback data without any disruption to your current workflows.

Ladder Enhances the UX Quality of Your Product

UX maturity is more than just a goal—it's a continuous journey. Ladder facilitates that journey by offering an innovative approach to UX enhancement.

By analyzing customer feedback data at a deeper and more actionable level, Ladder helps you understand which specific aspects of your product delight users and which areas need the most help.

This continuous feedback loop empowers you to make informed decisions that elevate your product's user experience, ultimately leading to higher customer satisfaction and loyalty.

The Ladder Framework

At its core, Ladder is built on the Drawbackwards UX Success Ladder. We’ve been using this ladder framework for years to help clients increase in UX maturity, from building merely functional products to crafting experiences that are delightful and meaningful. This journey relies on continuous learning and improvement. Learning from your mistakes and iteratively improving your product or service is what ultimately drives revenue growth and customer loyalty.

Climb the Ladder with Actionable Data

Ladder doesn't just identify problems—it provides solutions. By pinning your product's experience to the UX Success Ladder, we can give you specific, actionable data that you can use to enhance your product right away.

This immediate applicability of insights sets Ladder apart from other feedback tools, ensuring that you can quickly and effectively respond to your customers' needs.

Design-Minded Leaders Make Ladder Stronger

Ladder was created by, and continues to evolve with, design-minded leaders like you. Whether you're a Product Owner, Design Leader, Data Analyst, or Chief Experience Officer, Ladder provides the insights you need to make informed decisions.

Ladder also benefits from your insights and feedback. The more you use it, the better it gets. Its user-friendly interface and powerful analytical capabilities are a direct result of the feedback we’ve received from clients who are already using Ladder to deliver exceptional user experiences.

Ladder Works in Any Business Context

One client recently told us they put off hiring a second data scientist because of the efficient and actionable insights they were getting from Ladder. Another client is using Ladder to keep a finger on the pulse of their employees to ensure internal quality control on a daily basis.

There are thousands of potential use cases for using Ladder to leverage your customer data and make your product more intuitive and delightful. Here are just a few of them.

Fine-Tune the Retail Shopping Experience

A major retail chain could use Ladder to analyze customer feedback across its multiple locations. By integrating with their existing customer feedback platforms like Salesforce and Podium, Ladder can provide real-time insights into customer satisfaction, highlighting issues such as long wait times or product availability. This allows store managers to make swift adjustments, improving the shopping experience and increasing customer loyalty.

Enhance the Quality of Patient Care

For a healthcare provider, understanding patient feedback is crucial for improving care quality. Ladder can integrate with their feedback system, providing real-time sentiment analysis of patient comments and reviews. This helps healthcare administrators identify areas needing immediate attention, such as wait times or the quality of patient care.

Build Trust in Financial Services

A financial institution can utilize Ladder to monitor customer feedback from various channels, including surveys and social media. By integrating with platforms like Marketo and Qualtrics XM, Ladder can offer insights into customer concerns about online banking features or customer service experiences. This allows the financial institution to respond quickly, implementing changes that build trust and loyalty over time.

Anticipate Future Technology Needs

For tech companies, staying ahead of user needs is critical. Ladder can analyze feedback from software users, identifying common pain points or feature requests. By integrating with tools like Alchemer, Ladder provides tech teams with actionable insights to prioritize product development and address user concerns promptly, ensuring a better user experience and higher satisfaction rates.

Create Delightful Hospitality Experiences

Hotels and resorts can leverage Ladder to continuously monitor guest feedback, integrating with platforms like Podium and Salesforce. Real-time insights into guest sentiments can help hospitality managers instantly address issues such as room cleanliness or service quality. This proactive approach ensures guests have a delightful experience, leading to positive reviews and repeat business.

Monitor and Improve Internal Processes

Ladder is not just a tool for understanding how people feel about you from the outside. It’s also a great way to stay in touch with what your internal teams are thinking. There is no better source of knowledge about what can be improved in your company than the people doing the actual work. Ladder allows you to monitor the feedback you’re getting from employees and managers so you can see how it differs from one location, team, or product to another. By staying in touch with how people are feeling about their jobs, you can get ahead of internal problems that could otherwise take months or years to surface.

Ladder Leads to Better Business Decisions

Anticipating needs and proactively solving problems can lead to huge cost savings. Pivoting your strategic and operational direction based on real-time info can significantly boost your business performance. Knowing how your team is feeling about their work can help you solve problems on the fly before they lead to complete breakdowns.

For business decision makers and C-suite executives, the ability to swiftly and effectively respond to customer and employee feedback is critical. Ladder empowers leaders with the tools they need to make data-driven decisions that enhance customer experience and drive business success.

Make Better-Informed Strategic Decisions

Ladder's AI-powered insights provide executives with a strategic advantage, offering a clear understanding of customer needs and preferences. This allows for informed decision-making that aligns with customer expectations and market trends.

Lower Customer Acquisition and Retention Costs

By addressing customer feedback in real-time, businesses can enhance customer satisfaction and loyalty. Ladder helps identify areas of improvement, enabling companies to implement changes that retain existing customers and attract new ones. The more customers you retain, the less you have to spend to replace them with new customers.

Create More Efficient Operations

Ladder's seamless integration with existing platforms ensures that businesses can streamline their operations and make efficient use of their resources. This integration minimizes disruption and maximizes the impact of customer feedback analysis.

Stay Ahead of the Competition

In a competitive market, understanding customer sentiment and responding swiftly can set a business apart. Ladder provides the insights necessary to stay ahead of competitors by continually enhancing the customer experience.

Ladder Creates Stronger Teams

While Ladder is primarily designed for customer feedback, its capabilities can also be extended to employee feedback. Understanding employee sentiment is crucial for maintaining a motivated and productive workforce.

Enhance the Employee Experience

Enhance the Employee Experience Ladder can analyze feedback from employee surveys and internal communication platforms, providing real-time insights into employee satisfaction. This allows HR leaders to address concerns promptly and create a positive work environment.

Encourage Higher Employee Engagement

By identifying areas for improvement in employee experience, Ladder helps organizations implement changes that drive engagement and retention. Happy employees are more likely to be productive and contribute to the company's success.

Support Remote Workers

In the era of remote work, understanding employee needs is more important than ever. Ladder's real-time sentiment analysis can help organizations stay connected with their remote workforce and ensure they feel supported and valued.

How to Realize the Full Potential of Ladder

To fully realize the potential of Ladder, it is important to integrate it into your organizational processes effectively. Here are some tips for maximizing its benefits:

1. Set Clear Objectives

Before implementing Ladder, define your objectives. Whether it's improving customer satisfaction, enhancing employee engagement, or streamlining operations, having clear goals will help you measure success and make the most of the tool.

2. Train Your Team

Ensure that your team is well-trained on how to use Ladder. Provide training sessions and resources to help them understand the tool's features and capabilities. A knowledgeable team will be able to leverage Ladder's insights more effectively.

3. Foster a Culture of Constant Feedback

Encourage a culture of feedback within your organization. Promote the importance of customer and employee feedback and ensure that it is taken seriously at all levels. Feedback will help you continuously improve and stay responsive to needs.

4. Take Action on Insights

The value of Ladder lies in its actionable insights. Ensure that you have a process in place to act on the data provided by Ladder. Implement changes based on the insights and monitor the impact to see how they improve your customer and employee experiences.

5. Regularly Review and Adjust

Customer and employee needs can change over time. Regularly review the insights provided by Ladder and adjust your strategies accordingly. Staying proactive will help you remain agile and responsive to evolving needs.

Start Climbing the Ladder Today

In an era where customer experience can make or break a product, having the right tools to understand and respond to customer feedback is crucial. By integrating Ladder into your workflow, you not only gain a powerful tool for UX enhancement but also a strategic partner in your journey towards creating products that truly resonate with your customers.

As a business decision maker, leveraging Ladder can provide the strategic advantage needed to stay ahead in a competitive market. Join the waitlist today and be part of the future of UX and CX analysis with Ladder.

For more information, visit Drawbackwards Ladder.