Category: Service

When I encounter a tech issue, my first move is to search Google for a knowledge base or other self-service resources. In studying dozens of knowledge base examples, I’ve discovered that I’m not alone. Over 67% of customers prefer using a knowledge base rather than talking to a customer service representative. As a former support…

When I encounter a tech issue, my first move is to search Google for a knowledge base or other self-service resources. In studying dozens of knowledge base examples, I’ve discovered that I’m not alone. Over 67% of customers prefer using a knowledge base rather than talking to a customer service representative. As a former support…

I’ll be honest. My use of AI for customer insights is straightforward: I use ChatGPT to understand audience pain points and create targeted content from there. But some push the boundaries and use AI to revolutionize how companies understand and serve their customers. From product managers tweaking features based on usage data to customer experience…

I’ll be honest. My use of AI for customer insights is straightforward: I use ChatGPT to understand audience pain points and create targeted content from there. But some push the boundaries and use AI to revolutionize how companies understand and serve their customers. From product managers tweaking features based on usage data to customer experience…

During my time as a client services manager at Yahoo and then Verizon Media, I witnessed firsthand how important good SaaS onboarding best practices are. I’ll never forget onboarding a major agency onto our ad server platform –– they were migrating from a competitor’s solution and had millions in annual digital ad spend at stake….

During my time as a client services manager at Yahoo and then Verizon Media, I witnessed firsthand how important good SaaS onboarding best practices are. I’ll never forget onboarding a major agency onto our ad server platform –– they were migrating from a competitor’s solution and had millions in annual digital ad spend at stake….

Delivering exceptional customer experiences requires knowing your customers well. Customer profiling helps you achieve this. Throughout my career, whether creating marketing strategies or improving ecommerce conversion rates, I’ve learned one key fact: understanding your audience is essential. To connect with your customers, you need to identify their demographics, understand their motivations, and recognize their pain…

Delivering exceptional customer experiences requires knowing your customers well. Customer profiling helps you achieve this. Throughout my career, whether creating marketing strategies or improving ecommerce conversion rates, I’ve learned one key fact: understanding your audience is essential. To connect with your customers, you need to identify their demographics, understand their motivations, and recognize their pain…

Customers have countless interactions with your brand, which collectively form their opinion about your business. But what exactly are these touchpoints? A customer touchpoint is any avenue through which prospects and customers interact with your business. Providing value on every touchpoint helps turn prospects into customers, and customers into repeat buyers. In this post, I‘ll…

Customers have countless interactions with your brand, which collectively form their opinion about your business. But what exactly are these touchpoints? A customer touchpoint is any avenue through which prospects and customers interact with your business. Providing value on every touchpoint helps turn prospects into customers, and customers into repeat buyers. In this post, I‘ll…