Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field? Arianna: How did I get here? How to Use Insights To Drive Product Roadmap. It was definitely accidental. Alyona: Awesome.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

Thematic

MAY 25, 2022

Emma Glazer admits she is a little obsessive about gathering and monitoring customer feedback. As a marketing director at the largest online food delivery company in the US, Emma needs to understand exactly what drives the DoorDash delivery drivers. And we can see exactly how the initiative impacted feedback. “And

Net Promoter Score 62

Net Promoter Score Effort Score NPS Feedback 62

Thematic

JULY 21, 2023

Then in a lecture I learned that there are people who teach computers to understand language. How did you come up with the idea? NPS stands for Net Promoter Score , and this is how companies measure the strength of their word of mouth marketing. We then use AI to discover common themes and subthemes of what customers are saying.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Thematic

SEPTEMBER 14, 2022

When executed well, it guides product development teams to find the right problems to solve for their customers. Product discovery also ensures that teams avoid wasting time and company resources attempting to serve the wrong customers, solve the wrong issues, or build the wrong solutions. What is product discovery ?

Net Promoter Score 62

Net Promoter Score Analytics Software Survey 62

Thematic

JULY 11, 2022

When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? It enables you to find rich, useful insights quickly, and organizes your data so that you can easily see context. How does thematic analysis software work?

Analysis 77

Analysis Roadmap Banking NPS 77

Thematic

MARCH 23, 2020

I overheard a Cafe owner today talking about how packed his popular beach-front cafe was Monday, 3 days later, the place is two thirds empty. But what does this mean for Customer Experience? Customer needs are going to change. Customer expectations are going to change. Customer expectations are going to change.

Tips 90

Tips Customer Experience Self Service Feedback 90

Thematic

NOVEMBER 22, 2021

These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. Think free customer research, there before you’ve even thought to ask. But customer reviews, helpful as they are, are plagued with one big problem. At its heart it is a customer centric activity.

Analysis 71

Analysis How To Analytics Feedback 71

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. Gathering data about customer experience (e.g.

Study 48

Study Net Promoter Score Culture Social Media 48

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

BirdEye

FEBRUARY 19, 2021

COVID-19 has permanently changed customer behavior. Being stuck at home months at home has made customers more comfortable with online orders and contactless technology. If you’re a restaurant manager looking to provide great service to every customer, it’s now become critical that you embrace digital. Build online presence.

Tips 93

Tips Loyalty Programs Rewards Programs Social Media 93

SmartKarrot

DECEMBER 14, 2021

Role: Vice President, Customer Success Location: Remote, McLean, VA, US Organization: Logi Analytics, an insightsoftware company As a Vice President of Customer Success, you will own a Customer Experience strategy, to include presales, onboarding, services, support, and technical account management.

Customer Success 19

Customer Success Customer Centricity Consulting Culture 19

SmartKarrot

FEBRUARY 16, 2022

Role: Vice President of Customer Experience Location: Remote, United States Organization: Sales Boomerang As a Vice President of Customer Experience, you will develop a vision and strategy for the customer experience organization. Drive customer experience outcomes. Build a world-class customer experience team.

Customer Success 19

Customer Success Customer Journeys Customers Feedback 19

Kustomer

JULY 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. As the Senior Marketing Director at Kustomer, Pam is experienced in social commerce and she spills the secrets on how to take advantage of this tool in your business.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

Kustomer

NOVEMBER 1, 2021

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Pam O’Neal from Kustomer. As the Senior Director of Growth at Kustomer, Pam is experienced in social commerce and she spills the secrets on how to take advantage of this tool in your business. So, how can CX get its turn on social media?

Omni-Channel 52

Omni-Channel Strategy Social Media e-support 52

Currency Alliance

AUGUST 16, 2019

From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers. It is with these less-frequent customers that the biggest profits lie.

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40

SmartKarrot

JUNE 28, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: Contemporary Staffing Solutions As a Customer Success Director, you will be responsible for advance strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 3

Customer Success Case Study Roadmap Sales 3