There was obvious skepticism at first at the sight of “Kirkland Signature” or “Amazon Basics,” but it’s certainly cleared up as customers have continued to share their positive experiences with these in-house brands. This means that it’s more important than ever for major brands to differentiate their products in a unique way. But how will they know if they’ve done enough to set themselves apart? How will they know where they need to improve or what unique benefits to emphasize in order to weed out their private label counterparts? Well, that's what sentiment analysis is for. Let’s do some comparing and contrasting between Pacifica Beauty and Amazon Basics to show you what we mean.

Last week we had a conversation with Nir Kalish, who leads Customer Success at Nimble, a company specializing in AI-powered web scraping. Nir's journey to his current role is as unique as his approach to CS. Here's what we learned:

When you have a brand that sells a product or offers a service in-person, no two locations can really be the exact same. But if the quality of these different locations are vastly inconsistent, customer sentiment toward your brand will also vary — and that’s not a good thing. Corepower Yoga is a pretty good example of this. All their yoga classes are led by specific instructors, but standardizing the quality of instructors is a very difficult task. But it's not impossible. The first step is finding out which locations people think are better and why.

In today's fast-paced, customer-centric business landscape, support leaders are increasingly turning to data and AI to drive efficiency, uncover insights, and deliver exceptional experiences. We had the pleasure of speaking with Nicole Brown, Head of Customer Care at GotPhoto.com, a leading volume photography platform. Our conversation explored Nicole's philosophy on the strategic role of support, her approach to leveraging data and AI to empower her team, and her tips for getting started with AI even on a small scale. Here are the key takeaways from our discussion:

When it comes to getting ahold of customer feedback, the first few channels that come to mind are usually surveys or even just product review pages. But it’s impossible for these two outlets alone to offer a holistic view of what ALL customers think. Every feedback channel is different. And this makes understanding the full scope of your customers pretty tough. But if you can find a way to look at feedback from every channel using one unified view, it makes this task a whole lot easier. So let’s do exactly this for Elf Cosmetics.

Hey there - happy Wednesday! We recently had the pleasure of chatting with Happy Luther, a veteran CX leader who's steered customer success ships at tech giants like LinkedIn and Salesforce, as well as growth-stage companies like Cleverbridge. Happy's got some fascinating insights on how to build a truly customer-centric organization, leverage data to drive decisions, and align cross-functional teams around customer outcomes. Let’s dive in: