Customers Are Telling You Everything You Need To Succeed – If You’re Willing To Listen

customer feedback

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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How Your Team Can Actually Do Customer Centric Marketing

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 Why We Hired A Hospitality Professional From the Four Seasons to Build A VIP Customer Experience at Drift

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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Four Keys to Creating a 6-Star Customer Experience From Julie Hogan, Drift’s VP of Customer Success

“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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