The hottest Customer Experience Substack posts right now

And their main takeaways

The Seven Deadly Sins of MQL Stuffing.

Elena's Growth Scoop • 923 implied HN points • 07 Jul 23

💼 Business Marketing Sales Customer Experience

Marketing teams should avoid the toxic habit of MQL stuffing.
MQL stuffing can lead to pushing unwanted sales tactics on potential leads.
Effective marketing should focus on providing value and building relationships with leads.

It’s all about trials

Elena's Growth Scoop • 904 implied HN points • 03 Apr 23

💼 Business Marketing Monetization Product Development Customer Experience Sales

Trials help showcase a product's value and can increase pricing power.
Trials should be tailored to specific segments for the best results.
Different trial configurations exist, including when to start, what is offered, entry requirements, duration, and type of offer.

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

Core users are important, but don't overlook other user archetypes.
Different user archetypes like power users, viral users, champions, high-LTV users, and adjacent users play unique roles in shaping your business strategy.
Identify and cater to each user archetype to ensure sustainable company growth.

PLG and sales in 2023

Kyle Poyar’s Growth Unhinged • 402 implied HN points • 14 Jun 23

💼 Business Sales Marketing Operations Customer Experience

PLG companies are adopting sales strategies and outspending traditional SaaS peers on sales & marketing.
Efficient growth requires combining PLG and sales strategies.
Anti-patterns to avoid when trying to combine PLG and sales motions.

How to optimize your pricing page

Kyle Poyar’s Growth Unhinged • 315 implied HN points • 07 Jul 23

💼 Business Marketing Sales Strategy Psychology Customer Experience

Reinforce the value proposition on your pricing page to help prospects understand how your product solves their pain.
Focus on the foundational aspects of your pricing page before diving into pricing hacks.
Avoid overwhelming prospects by providing clear and concise information, emphasizing benefits over features.

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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

Category Science uses broader and weirder data analysis for business growth.
Understanding customer outcomes drives the Net Promoter Score and business decisions.
Top-performing content aligns with factors like hyper-targeted audience, clear outcomes, frameworks, practical applications, and effective marketing.

Two Great Things That Go Great Together...Beer & Innovation

The Digital Leader Newsletter -- By John Rossman • 255 implied HN points • 23 May 23

💼 Business Innovation Customer Experience

Innovation can come from combining unexpected things like beer and operational improvement.
Identify and reduce friction to enhance customer experience and operational efficiency.
A truly successful innovation offers benefits for customer experience, employee experience, and business finances.

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

Focus on designing and measuring the real customer experience to win.
Provide customers with an 'easy button' by ensuring a frictionless experience across all touchpoints.
Integrate customer experience metrics alongside financial and operational metrics to drive operational excellence and customer obsession.

Look at your fish

The SEO MBA • 13 implied HN points • 26 Jan 24

💼 Business SEO Customer Experience Leadership Stakeholders Workshop

SEO and customer experience are now tightly linked, with enhancing customer experience being crucial for SEO success.
Senior executives often overlook the impact of user behavior changes on SEO performance, leading to missed opportunities.
Conducting collaborative workshops involving various stakeholders can help in evaluating and improving the customer experience on a website.

Blackbird Makes Me More Excited to Dine Out

Back of the Envelope • 78 implied HN points • 26 May 23

🍲 Food & Drink Customer Experience

Blackbird is a loyalty and payments platform for restaurants aiming to enhance customer experiences.
The platform aims to reward loyal customers and provide a more personalized dining experience.
Blackbird is currently live in a few NYC restaurants but aims to expand its reach.

Unleash Scale-Scope for Competitive Advantage

User-Friendly • 20 implied HN points • 16 Oct 23

💼 Business Strategy Innovation Transformation Customer Experience Digital

User experience, customer experience, digital transformation, and innovation are interconnected concepts in the business world
Scale refers to the magnitude of change - either gradual evolution or radical disruption
Scope pertains to the focus - either narrow and product-centric or broad and process-oriented

Why do we buy products and services: the Experience to Goal Map.

An Innovator's Sketchbook • 39 implied HN points • 05 Mar 23

💼 Business Customer Experience Product Management Leadership Product Strategy Innovation

People buy products and services based on their goals and circumstances.
Creating a positive user experience can result in success for products and services.
Identifying obstacles in user experiences can lead to opportunities for new product development.

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

Airbnb merged product management and marketing to create a more streamlined approach.
Product management acts as a compass for the company, guiding the vision and direction of the product.
Product managers and product marketers share responsibilities like product positioning and customer feedback.

Supplementary Resources For Customer Journey Maps From Product Camp Dublin 2023

Harmony • 19 implied HN points • 18 Jun 23

💼 Business Resources Customer Experience Workshops Feedback Learning

Supplementary resources for Customer Journey Maps include slides, how-to videos, and articles.
Customer research involves using product analytics, qualitative anecdotes, and customer interviews to understand needs.
Feedback on the talk can be provided via a form on the website until June 20, 2023.

Which Problems Should Your Startup Solve?

Culture and Growth • 19 implied HN points • 07 Jun 23

💼 Business Startups Revenue Generation Market Trends Innovation Customer Experience

See a world of problems and solutions with varied market values.
Connect your startup to industries with increasing capital flows.
For B2B, help others generate more income; for B2C, focus on growing the customer.

I don't care what you call it.

Nate is Learning • 19 implied HN points • 28 Apr 23

💼 Business Customer Service Customer Experience Customer success Marketing

Customers want their problems solved when they need them solved.
Companies often focus on engaging customers but end up seeming spammy and needy.
Roles and functions in customer-facing areas should be designed based on customer needs, not assumptions.

The equivalent of the Kens playing guitars

Mehdeeka • 1 implied HN point • 16 Nov 23

💼 Business Marketing Customer Experience Customer Engagement

Metaphor comparing customer newsletters to men strumming guitars to woo girls.
Goals for customer newsletters include driving loyalty, engagement, and relationships.
Tips for effective customer emails: make assumptions in CTAs, consider timing, and focus on effective content.

Apple Tysons Corner: A new chapter

Tabletops • 2 HN points • 18 May 23

💼 Business Retail Customer Experience Sustainability Accessibility Design

Apple Store at Tysons Corner underwent a comprehensive redesign, emphasizing the return of the Genius Bar and innovative product discovery spaces.
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.
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.

We're Already Heading For A Dystopian Future With AI

Theology • 0 implied HN points • 11 Apr 23

🕹 Technology AI Ethics Future implications Customer Experience Monopoly

Debating if algorithms need rights is a distraction; focus on potential AI control issues instead.
Using AI to bring back dead people is ethically questionable and could impact mental health.
Generative AI in the wrong hands can lead to cognitive warfare, raising concerns over manipulation and misinformation.

What Does Your Brand Stand For?

Build To Scale • 0 implied HN points • 28 Aug 23

💼 Business Branding Product Management Marketing Strategy Customer Experience

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.
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.
Maintaining a strong brand requires consistently delivering on the promise and continuously improving products to meet customer needs.

10 must have elements to include in your welcome emails for your SaaS onboarding

Market Curve • 0 implied HN points • 10 Oct 23

💼 Business Marketing Customer Experience Analytics Sales Copywriting

Thank your users in the welcome email within 7-14 minutes of signing up.
Personalize the email with the recipient's first name for a personal touch.
Craft a great subject line that is relevant, personalized, and includes a freebie or urgency.

Digital Transformation-New Era for Macau

CyberSecurityMew • 0 implied HN points • 21 May 23

🕹 Technology Digital Transformation Cybersecurity Artificial Intelligence Customer Experience Networking

V-Transform Expo is happening on June 16, 2023, providing insights on digital transformation.
Topics covered include digital strategy, cybersecurity, AI, and customer engagement.
The event features expert speakers and networking opportunities for professionals.

The Wild West of E-Commerce

Digital Native • 0 implied HN points • 21 Sep 23

💼 Business E-commerce Marketing Infrastructure Customer Experience

E-commerce is still in the early stages of digital transformation.
Platforms like Klaviyo are crucial for powering e-commerce infrastructure.
Innovation in commerce is focused on customer discovery, experience, and point of purchase.

Transformational, Not Transactional

Money in Transit • 0 implied HN points • 28 Aug 23

💼 Business Customer Experience Data science Digital marketing

Focus on transformational experiences over transactional interactions.
Utilize human touch to convert lazy prospects in the online travel industry.
Shift towards a more trustworthy and personalized approach in the OTA industry.