At NextRoll, we believe that small changes create big impact—especially when it comes to customer experience. Every feature request, every piece of feedback, and every small frustration voiced by our users matters. That’s why we dedicate time and resources to Customer Love Week (CLW), a sprint designed to act on customer feedback in real time.

Inspired by Slack’s approach to sweating the small stuff, CLW is all about turning customer insights into tangible improvements—fast. It’s an embodiment of our mission to empower marketers with technology that drives sustainable growth while building trust.

What Is Customer Love Week?

Customer Love Week is our way of taking a proactive, high-impact approach to customer feedback. It’s a dedicated period where our teams, from product and engineering to design and customer success, come together to tackle usability enhancements and feature requests that might not typically make it onto our roadmap but make a world of difference for our customers.

And we’re not just brainstorming ideas—we’re shipping solutions.

How We Make It Happen

Customer Love Week isn’t just about listening; it’s about delivering. Here’s how we turn feedback into impact.

1. Listening to the Voice of the Customer

Before CLW begins, our product teams dig into a goldmine of customer feedback collected through our internal tools like Canny. These insights, captured by our Customer Success teams, highlight the biggest pain points and opportunities.

To qualify for CLW, every project must meet three criteria:

• Small: The project must be achievable in one week or less.

• Holistic: It should improve a core, user-facing experience.

• Requested: The most upvoted features take priority.

By focusing on these areas, we ensure that every improvement we make has an immediate and measurable impact on the customer experience.

2. Prioritizing and Validating

Once we identify potential projects, we put them through a rigorous prioritization process. This stage is crucial in ensuring that the time and energy we dedicate to CLW are spent on the highest-value initiatives—changes that will remove friction, improve efficiency, and elevate the overall user experience.

Our first step is to collaborate with our Customer Success team. They are on the front lines, engaging with customers daily, and have a pulse on which updates will be the most valuable. Their insights help us validate whether a particular fix or enhancement truly addresses a widespread pain point or if a different approach would be more effective.

We also evaluate the technical feasibility of each project. While CLW is focused on quick wins, we ensure that every update aligns with our broader product vision and will not introduce downstream complexities.

3. Collaborating Across Teams

Customer Love Week is a cross-functional effort that requires alignment across multiple teams. Product managers, engineers, designers, and customer support specialists come together with a shared goal: delivering meaningful improvements that make our customers’ jobs easier.

One of the most impactful aspects of CLW is that it removes barriers between teams. Instead of working in silos, engineering collaborates directly with customer support to understand user pain points, product managers work alongside designers to refine user experiences, and marketing ensures that customers are aware of new enhancements as they roll out.

This level of teamwork fosters a deeper sense of ownership across the organization. Every team member involved in CLW sees firsthand how their work translates into real customer impact—whether it’s reducing time spent on a task, making navigation more intuitive, or introducing a long-requested feature.

4. Shipping Solutions That Matter

Execution is everything. In Q3 2024 alone, we tackled 18 projects, with 13 making it into production—each one designed to make marketers' lives easier. Here are a few standouts:

• Uncheck a conversion audience segment: More flexibility for advertisers to refine targeting.

• Reporting enhancements: Faster access to critical campaign insights, saving marketers time.

• “Save As” for account lists: Enabling marketers to iterate faster with reusable logic.

These types of updates may seem small on the surface, but their impact compounds over time, helping our customers work more efficiently to drive better results.

5. Celebrating, Learning, and Improving

At the conclusion of every CLW, we take time to reflect. This stage is just as important as the execution because it allows us to continuously improve the process and maximize impact in future cycles.

We start by gathering feedback from the teams involved. What worked well? What challenges did we encounter? Were there any unexpected roadblocks? By answering these questions, we refine our approach for the next CLW, ensuring smoother execution and even greater results.

Just as importantly, we celebrate the wins—both big and small. Recognizing the efforts of the teams involved reinforces the value of customer-centric innovation and keeps momentum high. We showcase success stories, highlighting how specific changes have improved the user experience, and we share those insights across the company.

This culture of continuous improvement ensures that Customer Love Week is not just a one-off initiative but a lasting commitment to making meaningful enhancements based on real customer needs.

Why Customer Love Week Matters

CLW is more than a sprint—it’s a testament to our belief that every detail matters in creating an exceptional customer experience. It also aligns with our core values:

• Customer-Centric Innovation: We build trust by acting on the feedback that matters most.

• Empowering Marketers: Small but impactful improvements remove friction, streamline workflows, and free up time for strategy.

• Sustainable Growth: A better user experience leads to stronger customer relationships and long-term success.

• Stronger Teams: CLW energizes our teams, fostering a shared sense of purpose and deeper connection with our customers.

When our customers win, we win. That’s why initiatives like Customer Love Week will always be a priority at NextRoll.

Stay tuned for more updates on how we’re continuously improving our platform to make marketers heroes. We’d love to hear from you — what small change would make a big difference in your day-to-day work? Let us know in the comments!