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Insights Newsletter

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Are you waiting for the recession or talking to customers now?

June 23, 2022 by Lori O'Grady Filed Under: Newsletter

Customer retention risk

For business to be recession proof – look forward. Early inflection points that indicate the direction are found by listening to customers.

The best onboarding happens without your customer knowing

June 15, 2022 by Lori O'Grady Filed Under: Newsletter

customer satisfaction

The best onboarding is seamless and frictionless. Customers might not even notice it happened. Still, it creates traction as a customer. Just ask, Apple.

Does your customer transformation wording need a bit of work?

June 8, 2022 by Lori O'Grady Filed Under: Newsletter

strength

n B2B, we often speak of the customer transformation as business outcomes. Yet, since customers are people, there is individual growth too.

Debating a monthly or annual subscription for your members? Is one better?

June 1, 2022 by Lori O'Grady Filed Under: Newsletter

measure innovation

People with memberships said they offer both and use contrast to show multiple offers differently. A month or two free when people pay for annual. Possibly contrast in features when they are pricing at different tiers of users.

When people don’t get the problem you are talking about

May 25, 2022 by Lori O'Grady Filed Under: Newsletter

data insight questions

What happens when people don’t get the problem or aspiration you are talking about? Maybe they are stuck in the weeds of the symptoms. What can you do about your messaging to bring them along?

Customer onboarding is an action the customer does, not you

May 18, 2022 by Lori O'Grady Filed Under: Newsletter

customer satisfaction

Customer nboarding sounds like something that you do for your customer. Still, the best onboarding is based on first actions the customer takes. You are there to guide them through it. They need to commit to doing it.

Tactical empathy creates space to focus on the customer

May 11, 2022 by Lori O'Grady Filed Under: Newsletter

tech overwhelm

In my latest blog post, I tell a story about a muddled conversation where everyone’s intention was good. Only the execution didn’t quite deliver. Tactical empathy would have helped instead.

The customer transformation is not the end of the story

May 4, 2022 by Lori O'Grady Filed Under: Newsletter

customer transformation

The customer transformation is not the end of the journey. Guide your customers well, and they will guide others to your business. Use the hero’s story arch to create advocates.

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