Last week, I had the opportunity to speak with Stephen Ng, who leads global support, sales engineering, and technical account management at Splashtop, a remote access software company. Stephen's insights into building a customer-centric support organization and leveraging customer feedback to drive product improvements offer valuable lessons for support and product leaders across industries. Here's what we discussed:
Last week, I had the opportunity to speak with Dylan Sewell, Head of Customer Success at Workyard, a company specializing in time tracking and location tracking for construction companies. Dylan's insights into building a customer success function from the ground up and leveraging data to drive retention offer valuable lessons for customer success leaders across industries. Here's what we discussed:
Last week, I had the opportunity to speak with Karen Hershenson, a product consultant for Titan Network, a company that provides education, mentoring, and software tools for Amazon sellers. Karen's insights into using data to drive e-commerce success offer valuable lessons for entrepreneurs and product managers across industries. Here's what we discussed:
Last week, I had the opportunity to speak with Adrian Mendes, Global Director for Customer Success at QuestionPro, a leading provider of survey and research solutions. Adrian's insights into using data to drive customer experience improvements offer valuable lessons for CX leaders across industries. Here's what we discussed:
Last week we had a conversation with Oren Yaqobi, who leads Customer Success at Frontegg, a company specializing in identity and security solutions. Oren's insights from managing customer experience for a highly technical product were both unique and valuable. Here's what we learned:
Last week, I had the pleasure of speaking with Ryan Johnson, Chief Product Officer at CallRail, a leading provider of lead intelligence software for small and medium-sized businesses. Ryan's insights into product development, customer feedback analysis, and the challenges of scaling a SaaS product in a diverse market offer valuable lessons for product leaders and founders alike. Here's what we discussed:
Last week, I had the pleasure of speaking with Gess Puglielli, Head of Product Design at MPB, a leading platform for buying and selling used camera equipment. Gess' insights into building customer-centric design processes and leveraging data to drive product decisions offer valuable lessons for design and product leaders across industries. Here's what we discussed:
Last week, I had the opportunity to speak with Becca Weiss, VP of Customer Success at Flatfile, a data onboarding platform. Becca's unique approach to scaling customer success and support in a high-growth startup environment offers valuable lessons for CX leaders across industries. Here's what we discussed:
Last week, we had an insightful conversation with David Robinson, Head of Product Design at Hydrow, a leading connected fitness company. David's unique background spanning Silicon Valley startups to major tech companies offers valuable insights into product design and customer-centric innovation. Here's what we learned:
You may be able to observe feedback at a large scale — see how many customers give you 5 stars, 4 stars, 3 stars, or calculate how many keywords (ex. “technical issues”, “customer service”) are mentioned — but accurately breaking down reviews into categories and sentiment is the hard (and way more important) part. But we did the work so you don’t have to — here’s an example of a quick analysis we did on public reviews for Squarespace, Wix, Hostinger, and GoDaddy, using Cotera’s sentiment analysis program.
We recently had the pleasure of chatting with Angela Fleming, VP of Product at FreeAgent, a cloud accountancy software solution that's part of the NatWest Group. Angela's got a fascinating background spanning automotive tech, retail, and now fintech, giving her a unique perspective on building data-driven, customer-centric products. We dove into how she structures her product org, leverages data for decision-making, and fosters a culture of innovation. So grab your favorite analytics dashboard, and let's jump in!
Last week we had a conversation with Scott Holloway, who leads Customer Experience at APS Bank in Malta. Scott's approach to CX is both pragmatic and forward-thinking, balancing manual processes with a keen eye on future technological advancements. Here's what we learned: