I’ve had more conversations than I can count about the importance of customer feedback. What to do with it, how to make it actionable, how to even make sense of it. But, if these conversations have one thing in common, it’s this: We’ve been looking at the wrong end of the stick. When banks and […]
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These days, progressive, modern marketers like you and me are always talking and hearing about customer centric marketing. We know that it’s customers, not brands—or investors, or CEOs, or yesterday’s wisdom—that hold the power. And since the [good] products we build solve customer problems, it’s our customers who hold the real insight, too. So we’re […]
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Here’s what the typical customer experience is like at most companies: ➡Customer has a problem or a question. They call support only to be placed on hold. If and when they do get to talk to someone, they get mediocre or incomplete answers to their questions. The customer grows frustrated, loses patience, and walks away […]
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Yup, that’s right…you didn’t read this wrong. We’re talking about customers who cancel, churn, leave, and say good-bye to Drift. Are we nuts to write about this? Maybe…but it’s something we talk about inside of Drift a lot. Our mantra at Drift is “always be learning,” and part of my job is to learn why […]
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Greg “The Churn Whisperer” Daines has made a career out of taking the traditional customer success playbook and chucking it out the window. After spending 20 years in the enterprise SaaS world, Greg came to the realization that the old approach to customer success is seriously flawed. And some of our most deeply held beliefs […]
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“OG.” “A legend.” “Phenom that rose through the ranks.” Those are the words Drift CEO David Cancel used to describe Drift’s new VP of Customer Success and Services, Julie Hogan. You see, Julie’s been leading Customer Success since before most SaaS businesses even called it “Customer Success,” starting her time at HubSpot as an account […]
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Learn how to harness the power of customer feedback for improving your product and delivering a better customer experience.
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Learn how to prioritize feature requests from paying customers vs. free users with this simple flowchart.
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