Month: April 2025

During my time as a client services manager at Yahoo and then Verizon Media, I witnessed firsthand how important good SaaS onboarding best practices are. I’ll never forget onboarding a major agency onto our ad server platform –– they were migrating from a competitor’s solution and had millions in annual digital ad spend at stake….

During my time as a client services manager at Yahoo and then Verizon Media, I witnessed firsthand how important good SaaS onboarding best practices are. I’ll never forget onboarding a major agency onto our ad server platform –– they were migrating from a competitor’s solution and had millions in annual digital ad spend at stake….

Delivering exceptional customer experiences requires knowing your customers well. Customer profiling helps you achieve this. Throughout my career, whether creating marketing strategies or improving ecommerce conversion rates, I’ve learned one key fact: understanding your audience is essential. To connect with your customers, you need to identify their demographics, understand their motivations, and recognize their pain…

Delivering exceptional customer experiences requires knowing your customers well. Customer profiling helps you achieve this. Throughout my career, whether creating marketing strategies or improving ecommerce conversion rates, I’ve learned one key fact: understanding your audience is essential. To connect with your customers, you need to identify their demographics, understand their motivations, and recognize their pain…

Customers have countless interactions with your brand, which collectively form their opinion about your business. But what exactly are these touchpoints? A customer touchpoint is any avenue through which prospects and customers interact with your business. Providing value on every touchpoint helps turn prospects into customers, and customers into repeat buyers. In this post, I‘ll…

Customers have countless interactions with your brand, which collectively form their opinion about your business. But what exactly are these touchpoints? A customer touchpoint is any avenue through which prospects and customers interact with your business. Providing value on every touchpoint helps turn prospects into customers, and customers into repeat buyers. In this post, I‘ll…

My early days as a customer support agent really drove home the importance of having clear, accessible knowledge base articles that let customers solve problems on their own, and this became a consistent part of my support ethos. My journey in customer support has taken me through startups and larger corporate organizations where I’ve implemented…

My early days as a customer support agent really drove home the importance of having clear, accessible knowledge base articles that let customers solve problems on their own, and this became a consistent part of my support ethos. My journey in customer support has taken me through startups and larger corporate organizations where I’ve implemented…

The companies I work with care deeply about their customers, and it shows. That’s especially true when I’m updating the UX of a site or overhauling knowledge base content. However, customer feedback management is often lacking. Companies either think they know their customers so well that they don’t need to formalize the feedback loop, or…