Last week, I spoke with Jazmin Lewis, who leads Customer Success at hackajob, a fast-growing tech hiring platform. With her extensive experience in both B2B and marketplace dynamics, Jazmin shared valuable insights into how data drives customer success and product development. Here's what we discussed:
Consulting, finance and tech firms are “people” businesses, getting their value from the talent they hire. These industries fiercely compete (often against each other) for top candidates, with recruitment efforts often starting as early as freshman year of college. The competition has intensified to the point where many firms are offering close to $200k in total compensation for fresh grads. However, in this high-stakes talent war, an important question emerges: can companies attract the best and brightest with more than just hefty paychecks?
Last week, I had the pleasure of speaking with Alejandro Villacís, who leads Customer Experience and Insights at FCP Euro, a leading online marketplace specializing in aftermarket and OEM parts for European vehicles like BMW, Mercedes-Benz, Volkswagen, Audi, and Porsche. With over a decade of experience managing operational customer experience teams, Alejandro provided valuable insights on how support teams can drive business growth and improve the overall customer experience. Here's what we discussed:
Nowadays, it seems like tons of brands have started to “incentivize” reviews. Shein, for example, offers customers a decent number of spending credits for posting reviews and/or photos after purchasing a product. Most of the time, people who had a negative experience with a brand or product are more likely to leave a review than someone who was neutral or generally satisfied. So a major advantage of a brand offering incentives like these is that it motivates more satisfied customers to leave reviews as well. Free People is one brand that does exactly this. So we decided to run an analysis on Free People to see how these incentivized reviews might actually affect their rating and public perception.
Churn is a HUGE issue for any and all companies. But a common misconception is that identifying a customer at risk of churning is too difficult to do with accuracy. The truth is, there are actually a few effective ways you can identify unhappy customers before it’s too late. But a commonly overlooked method is sentiment analysis. To give you a quick example of this, we ran an analysis on Hydrant’s reviews for 3 of their products: Hydrate, Energy, Immune.
Last week, I had the opportunity to speak with Steve Joos, a seasoned product leader currently serving at Vanco, a company specializing in payment solutions for churches, schools, and nonprofit organizations. Steve's experience in managing complex product ecosystems, particularly in companies built through acquisitions, offers valuable insights for product leaders facing similar challenges. Here's what we discussed:
This week, we had the pleasure of speaking with Shadi Majzoub, who runs product at Postal, a leading gifting platform for offline engagement that serves sales, marketing, customer success, and people ops teams. Our conversation delved into Shadi's journey from early employee to product leader, the unique challenges of blending SaaS and physical product delivery, and the critical role that customer insights play in shaping Postal's product strategy. Here are the key takeaways from our discussion:
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:
There’s been a lot of talk lately about how EV growth forecasts aren’t looking too hot. Sales momentum has been pretty weak this year and last year, even despite top EV sellers like Tesla making huge price cuts across the board. There’s lots to blame here for these weakening sales. But we wanted to see whether or not changes in buyer sentiment about EV’s (specifically toward Tesla) could have predicted this slowdown. AND whether or not we could uncover any interesting patterns/trends.
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: