“We recently launched a new way of delivering our product and customer churn is a major pain!” -- a concerned friend.
Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can
Interview with Arianna McClain, Director of UX at Cruise
Alyona: Arianna, you’ve had an amazing career in such a short time. 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:
Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales.
As a matter of fact, according to the Harvard Business Report,
Maybe it is an occupational hazard, but every time I receive service, I make two snap decisions:
Does this company know how to care for my presenting need?
Does this company care about me?
These days we have a tendency to talk at each other, instead of to each other.
Think social media. There are a whole lot of voices out there screaming into the void. A social media monitoring company, Sysomos, looked at 1.2 billion tweets back in 2010 and found that 71% got
The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong.
As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is
– “Hey, aren’t you the creator of Maui?”– A few months ago, someone I didn’t know approached me at O’Reilly’s AI conference.
– “Yes, I am”, I said, excited that someone still remembered my project, and a little sad too... It’s been almost 10 years since I’ve published Maui’s open-source code
Sometimes customer experience leaders make things more complicated than they need to be.
If you ask consumers what they want, they’ll tell you quite plainly: fast, simple experiences and good prices. Fancy technology and personalization for its own sake? Not so much.
Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas?
You’re not alone. This is a very common scenario in the world of
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