The hottest Customer Experience Substack posts right now

And their main takeaways
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Top Business Topics

The Suffocation Of Sézane

Total Rec • 7089 implied HN points • 29 Jun 24
🪞 Fashion & Beauty Influencer Marketing Customer Experience Financials
  1. Influencer marketing can often lead to consumer fatigue when reviews all lead to the same destination: an affiliate link.
  2. Sézane's marketing tactics, like frequent product drops and scarcity, can create urgency and a chaotic shopping experience for customers.
  3. Investor pressure can push brands to prioritize profit over customer satisfaction and potentially compromise on quality and ethics.

Don't overcomplicate your data strategy

The Data Jargon Newsletter • 79 implied HN points • 17 Oct 24
💼 Business Data Strategy Business Analysis Customer Experience Technology Integration
  1. A good data strategy doesn't need to be full of tools or complicated terms. Keep it simple and clear so everyone understands it.
  2. You should make data easy to access based on how your team and customers currently work. Don't ask them to change their habits; instead, integrate the data into their preferred tools.
  3. Your data strategy will always need updates and improvements. Think of it as a living document that evolves to meet the needs of your business and customers.

When Personalization Feels Fake: Starbucks’ Cup Messages, AI, and the Quest for Genuine Connection

Gad’s Newsletter • 26 implied HN points • 24 Feb 25
💼 Business Marketing Customer Experience Branding Retail Consumer behavior
  1. Starbucks' new initiative to have baristas write messages on cups seemed nice but felt forced and scripted. Customers want genuine interactions, not corporate mandates.
  2. Personalization in marketing works best when it's real and meets customer expectations. If customers feel it's fake or too much, it can harm trust and satisfaction.
  3. AI can help personalize experiences, but it can also make customers uneasy if they feel their privacy is being invaded. The key is to balance tech use with genuine human connections.

Whats next for CX in government?

Can We Still Govern? • 151 implied HN points • 27 Jan 25
🇺🇸 U.S. Politics Government reform Customer Experience Public Policy
  1. The federal government is working on improving customer experience with public services. This is meant to help citizens feel respected and decrease frustration with processes.
  2. Recent laws are pushing agencies to focus on better service delivery. Each agency will have to appoint someone to oversee these efforts, ensuring they prioritize public needs.
  3. Four key themes emerged for better service: putting the public first, having dedicated customer experience teams, collaborating across departments, and simplifying processes to make them easier for everyone.

For Starters #35: 3.5 Tips for Pricing

For Starters • 39 implied HN points • 18 Oct 24
💼 Business Pricing Strategy Value Proposition Customer Experience Marketing
  1. Pricing should highlight what makes your product special. If customers understand its unique value, they're more likely to use it.
  2. Help your customers see the benefits fast. Make onboarding smooth and ensure they quickly experience the product's value.
  3. Don't worry about making your product perfect before setting a price. Charge based on the value customers see now, not on what you want it to eventually be.
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🧱 How to Build toward Outcome Based Pricing

Good Better Best • 3 implied HN points • 07 Feb 25
💼 Business Pricing Strategy SaaS Product Management Market Trends Customer Experience
  1. Companies are shifting from seat-based pricing to outcome-based pricing. This means they want to offer more value for what customers pay, instead of just charging per user.
  2. Add-ons and features can help users get more done without changing the whole pricing structure. This lets companies gradually move towards pricing based on results rather than just how many seats a customer has.
  3. Having complex pricing models can be beneficial. They allow businesses to charge different amounts to different customers based on what they need, capturing more value and catering to various market segments.

Five Important Yet Frequently Missed User Archetypes

Elena's Growth Scoop • 766 implied HN points • 11 Apr 23
💼 Business Customer Engagement Marketing Strategy Customer Experience Product Development
  1. Core users are important, but don't overlook other user archetypes.
  2. Different user archetypes like power users, viral users, champions, high-LTV users, and adjacent users play unique roles in shaping your business strategy.
  3. Identify and cater to each user archetype to ensure sustainable company growth.

Unlocking simplicity: Customer empathy as a (not-so-secret) weapon

amivora • 5 implied HN points • 05 Feb 25
💼 Business Customer Experience Strategy Product Development Marketing User Research
  1. Spending time with customers is really important for understanding what to simplify in your product. It might not seem helpful right away, but it leads to better decisions in the long run.
  2. Using your own product to identify issues can teach you a lot. Observing how customers interact with it often reveals what's working and what's frustrating for them.
  3. Deep emotional responses from customers indicate what matters most to them. Getting those insights helps shape what you should focus on and improve in your offerings.

The Category Science Of Category Pirates

Category Pirates • 452 implied HN points • 15 Mar 23
💼 Business Data Analysis Customer Experience Content creation Marketing Strategy Book Publishing
  1. Category Science uses broader and weirder data analysis for business growth.
  2. Understanding customer outcomes drives the Net Promoter Score and business decisions.
  3. Top-performing content aligns with factors like hyper-targeted audience, clear outcomes, frameworks, practical applications, and effective marketing.

Design and Measure the REAL Customer Experience to Win

The Digital Leader Newsletter -- By John Rossman • 216 implied HN points • 02 Mar 23
💼 Business Customer Experience Innovation Metrics Company performance
  1. Focus on designing and measuring the real customer experience to win.
  2. Provide customers with an 'easy button' by ensuring a frictionless experience across all touchpoints.
  3. Integrate customer experience metrics alongside financial and operational metrics to drive operational excellence and customer obsession.

#1: Travel Companies need to evolve their thinking around Customer Experience

Bureau of Adventure • 259 implied HN points • 28 Jun 23
🏝 Travel Customer Experience Travel Industry Digital Trends Information Management
  1. Travel companies must improve their customer experience to meet higher digital expectations. Customers now want their travel experiences to be as smooth and simple as their favorite online services.
  2. Communication is key in the travel industry, but many companies struggle with providing clear and helpful information to customers. They need to make sure customers understand what to expect throughout their journey.
  3. Internally, travel companies need better systems to share information about customers and products. This helps employees give the best service and avoids confusion for travelers.

Delight a Minimum Viable Audience

A Bit Gamey • 6 implied HN points • 22 Dec 24
💼 Business Entrepreneurship Marketing Customer Experience Product Strategy
  1. Focus on a small audience that really needs your product. It helps you understand them better and create something special.
  2. Build trust by being authentic. When you connect genuinely with a smaller group, they will support you more.
  3. You don't need millions of fans to succeed. Even a few passionate supporters can help you grow and thrive.

#7: What can we learn from Viking Cruises?

Bureau of Adventure • 59 implied HN points • 02 Dec 23
🏝 Travel Cruise Industry Business Growth Customer Experience Marketing Strategy Product Development
  1. Viking Cruises grew quickly by taking smart risks and thinking long-term. They started by buying existing operations to reduce risk and focused on profitable markets early on.
  2. They kept their cruise ships and itineraries very standard, which makes it easier for customers to understand and enjoy their products. This also lets them market their offerings more effectively.
  3. Viking clearly defined their target audience as older, English-speaking travelers. This focus helped them create a more appealing experience for their guests, leading to greater satisfaction.

Should Disney be in charge of large infrastructure projects?

Klement on Investing • 3 implied HN points • 29 Nov 24
💼 Business Infrastructure Financial planning Investment Psychology Customer Experience
  1. Disney approaches projects with a focus on creating fun experiences, which could lead to better user engagement. This idea suggests that people enjoy experiences more when they are entertaining, even if it means spending more time in transit.
  2. A fun financial planning approach could keep clients more engaged and lead to better outcomes. Instead of just focusing on returns and risks, financial advisors could link investment choices to a client's happiness and lifestyle.
  3. The concept of a 'happiness advisor' in finance may change how people perceive their investments. By considering both financial planning and emotional well-being, this approach might help people stick to their plans and enhance their overall satisfaction.

Look at your fish

The SEO MBA • 13 implied HN points • 26 Jan 24
💼 Business SEO Customer Experience Leadership Stakeholders Workshop
  1. SEO and customer experience are now tightly linked, with enhancing customer experience being crucial for SEO success.
  2. Senior executives often overlook the impact of user behavior changes on SEO performance, leading to missed opportunities.
  3. Conducting collaborative workshops involving various stakeholders can help in evaluating and improving the customer experience on a website.

In the Early Innings of Ecommerce

Ben’s Newsletter • 79 implied HN points • 08 Jun 21
💼 Business Ecommerce Retail Marketing Technology Customer Experience
  1. Ecommerce is growing quickly, attracting more retailers and shoppers every year. Companies need to improve their processes to offer better customer experiences.
  2. Using social media for shopping is becoming very popular. It allows customers to discover products through their friends and communities.
  3. Personalization is important for online shopping success. Customers are more likely to buy when they feel the experience is tailored to their needs.

Week 46 - 💥 Is product management going away? Why Airbnb got rid of its PMs ⁉️

The Product Channel By Sid Saladi • 23 implied HN points • 02 Jul 23
💼 Business Management Marketing Innovation Strategy Customer Experience
  1. Airbnb merged product management and marketing to create a more streamlined approach.
  2. Product management acts as a compass for the company, guiding the vision and direction of the product.
  3. Product managers and product marketers share responsibilities like product positioning and customer feedback.

Apple Tysons Corner: A new chapter

Tabletops • 2 HN points • 18 May 23
💼 Business Retail Customer Experience Sustainability Accessibility Design
  1. Apple Store at Tysons Corner underwent a comprehensive redesign, emphasizing the return of the Genius Bar and innovative product discovery spaces.
  2. Accessibility was a key focus, with lowered tables and widened aisles to enhance wheelchair accessibility, along with hearing loop systems for those hard of hearing.
  3. The store showcases fresh takes on traditional Apple Store features, such as Avenues and Apple Pickup, with new design elements like sustainable materials and updated layouts.

What Does Your Brand Stand For?

Build To Scale • 0 implied HN points • 28 Aug 23
💼 Business Branding Product Management Marketing Strategy Customer Experience
  1. A brand is the promise a company makes combined with the customer experience. It's crucial to focus on delivering quality products and services that align with this promise.
  2. The success of a brand is not just about logos or taglines but about creating products customers can't live without. Constant innovation and differentiation are key.
  3. Maintaining a strong brand requires consistently delivering on the promise and continuously improving products to meet customer needs.

Why tech companies need an open API growth strategy

Kushal’s Substack • 0 implied HN points • 07 Jun 23
🕹 Technology APIs Marketing Product Development User Generated Content Customer Experience
  1. APIs can be a powerful marketing tool for tech companies, enabling external developers to build on top of your product.
  2. By embracing an API growth strategy, companies can deliver more features, boost user-generated content, and enhance customer experience with minimal effort.
  3. The future of marketing may heavily involve APIs, especially with the rise of Web 3.0 and big data, leading to new ways of selling.

Customer interviews and Gen AI

André Casal's Substack • 0 implied HN points • 08 Aug 24
💼 Business Entrepreneurship Startups Technology Customer Experience Product Development
  1. The initial experience for users launching their apps needs improvement. Adding explanations about what happens during the launch and providing examples could help users better understand the process.
  2. Watching new users interact with a product can reveal valuable insights. It's important to make the user experience as clear as possible, even if people tend to skip the instructions.
  3. Learning about Generative AI can enhance product offerings. Using better prompts and custom AI models can help tailor outputs for specific user needs.