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Personalize journeys to how your customers make strategic decisions

August 3, 2022 by Lori O'Grady Filed Under: The Customer is Everything

funnel optimization

Seek to understand how your customers make strategic decisions. At the segment level. Then create those conditions in the customer journey for them to make and own decisions.

Is your online business recession proof?

June 22, 2022 by Lori O'Grady Filed Under: Business Alignment

setting OKRs

Recession proof your business by listening to the changing goals of your customers. They reveal early inflection points to change direction. Double down on customer experience practices that work.

When a customer complaint is something you can’t fix

May 10, 2022 by Lori O'Grady Filed Under: The Customer is Everything

customer satisfaction over time

Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.

Tagged With: Customer Experience, Customer Satisfaction, Strategy, Tactics

Make customer experiences memorable for all the right reasons

April 26, 2022 by Lori O'Grady Filed Under: The Customer is Everything

cookieless

Even customers are wired to remember the negative, you can make a positive customer experience with your brand more memorable. You can influence your customers to remember the value in what you do for them. In subtle and consistent ways.

Tagged With: Customer Experience, Customer Service, Digital Touchpoints, Marketing, Sales

Using Searchie to provide a personalized onboarding experience

March 30, 2022 by Lori O'Grady Filed Under: Technology Stack

personalized onboarding

Offering personalized onboarding as a service is a great way to make sure that your new customers experience the value of your products and services. Using Searchie helps you do it in a way that fits their needs and tailors to how they learn.

Tagged With: Digital Touchpoints, Engagement, Onboarding, Personalization, Searchie

Touchpoint quality increases customer experience

February 8, 2022 by Lori O'Grady Filed Under: The Customer is Everything

year in review

Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all great disciplines, improvement comes with consistent practice.

Tagged With: Customer Experience, Customer Journey, Digital Touchpoints

Learn from watching a market in disruption

January 18, 2022 by Lori O'Grady Filed Under: Business Alignment

list pruning

The streaming market is ripe for disruption. Can you learn from how the big companies are responding? Are there lessons you can apply in your business?

Tagged With: Disruption, Innovation, Market Risk, Pricing, Value

Tie your measurement plan to the customer journey

December 21, 2021 by Lori O'Grady Filed Under: Measurement

marketing digital transformation

Creating a measurement plan tied to the customer journey improves customer experience and staff workflow. And better analytics insights!

Tagged With: Analytics, Customer Journey, Metrics

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