Last week, I had the pleasure of speaking with Stefan Stahl who has been leading product development teams for the better part of a decade. Stefan's approach to product development, which combines data-driven insights with a deep understanding of customer needs, offers valuable lessons for product leaders across industries. Here's what we discussed:
Research has found that happier employees are more than 20% more productive in the workplace. And this is especially important for companies that still rely on in-store employees to deliver high quality customer service. Staples, for example, is one of these companies. This means that a lot of emphasis is (or at least should be) placed on hiring excellent employees to maintain high customer satisfaction. To show you what we mean, let’s use sentiment analysis to find out 1) how happy employees currently are, 2) how to make employees happier, and 3) how to use this information to attract more outstanding employees at Staples.
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.
When flights are delayed or cancelled, it’s almost never the airline’s fault (think the Crowdstrike Outage). But airlines would accumulate a huge loss if they had to give refunds to every single person whose flight got cancelled because of a sudden storm or whose flight got delayed because there was unexpected air traffic. Obviously, it’s frustrating for flyers when this happens. And while some people bite the bullet and move on, others will vow to never fly that airline again. But the question is — how many people actually stop flying with an airline due to non-compensated flight cancellations/delays?
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:
Last week we had a conversation with Manny Ruiz, Vice President of Customer Success at JumpCloud, a cloud directory platform. Manny's unique background spanning engineering and customer success brings a fresh perspective to CS. Here's what we learned: