Numbers and Narratives

In this episode of Numbers and Narratives, Ibby Syed and Sean Collins dive deep into the world of AI-powered customer support with special guest Kenji Hayward, Head of Support at Front. As a veteran in the support industry, Kenji shares his unique perspective on leading support at a company that provides support software. The conversation kicks off with a discussion on the limitations of using deflection rate as a primary KPI for chatbots and AI assistants. Kenji introduces his innovative AXIS framework, designed to more accurately measure the quality of AI interactions beyond simple deflection metrics.They explore the evolving role of support teams in modern organizations, with Kenji advocating for viewing support as a value driver rather than just a cost center. He emphasizes the importance of leveraging customer data and insights gathered by support teams to drive product improvements and business growth. The episode also delves into the ethical considerations of AI in customer service, referencing recent controversies and discussing best practices for transparency. Kenji provides valuable insights on how companies can effectively integrate AI into their support workflows while maintaining a human touch.Listeners will gain practical advice on implementing AI in customer support, measuring its effectiveness, and positioning support teams as strategic assets within their organizations. Whether you're a support leader looking to optimize your AI strategy or a business executive interested in the future of customer experience, this episode offers a wealth of actionable insights. Don't miss out on this thought-provoking discussion – tune in now to stay ahead of the curve in AI-powered customer support!Follow Kenji on LinkedIn at https://www.linkedin.com/in/kenjihayward/

In this episode of Numbers and Narratives, Sean and Ibby dive deep into the world of responsible AI with guest Sarah Payne, AI Strategy and Program Lead at Coinbase. Sarah shares her expertise on implementing AI across workflows while prioritizing ethics and user trust. The conversation explores the challenges of developing AI systems that are not just efficient, but also ethically sound and safe for users.Sarah discusses the importance of having humans in the loop during AI development, gradually reducing human involvement as systems are validated over time. The hosts and guest also delve into the complexities of designing guardrails for AI, especially when dealing with non-declarative systems like large language models. Sarah provides valuable insights on using multiple models to cross-check responses and flag potential issues, as well as leveraging real customer interactions to test and improve AI workflows. Tune in to gain a deeper understanding of responsible AI practices and the challenges facing companies as they navigate this rapidly evolving landscape.

In this enlightening episode of Numbers and Narratives, hosts Sean and Ibby sit down with Lisa Stroud, founder of True Beauty Lashes, to explore the fascinating journey from corporate America to entrepreneurship in the beauty industry. Lisa shares her experience transitioning from working with major brands like Unilever to launching her own eyelash and beauty products company. The conversation delves into the challenges and opportunities of selling on Amazon, including the intricacies of product listings, dealing with competitor attacks through fake reviews, and navigating Amazon's strict guidelines. Lisa provides valuable insights into leveraging Amazon as a testing ground for new products and using it to gather immediate customer feedback. The discussion also touches on the importance of understanding your target audience, crafting the right marketing message, and adapting to different retail environments. Lisa's unique perspective, having worked both with large corporations and as a startup founder, offers listeners a wealth of knowledge applicable to various business scales. Tune in to gain insider knowledge on building a brand, tackling e-commerce challenges, and harnessing the power of customer experience in today's competitive market.

In this insightful episode, hosts Sean and Ibby sit down with Meaghan Kaplan from Cleo, an end-to-end caregiving platform, to discuss the intricacies of customer success and commercial operations in today's evolving business landscape. Meaghan, who oversees Cleo's commercial operations department, shares her unique perspective on building strong customer relationships and driving business growth through effective data utilization and cross-functional collaboration.The conversation delves into the importance of asking the right questions to truly understand customer needs and pain points. Meaghan emphasizes that great customer success managers and salespeople are not afraid to ask probing questions, even if the answers may be uncomfortable. This approach builds trust and allows for more meaningful, value-driven interactions with clients. The discussion also touches on the challenges of information sharing within organizations and the need to find tools and processes that work best for each team's unique dynamics.As the business world continues to evolve, Meaghan highlights the shifting focus towards ROI and the importance of adapting to changing customer bases. She shares insights on how Cleo has expanded from primarily serving employers to now working with health plans and other groups. The episode concludes with valuable advice on leveraging AI in customer success and the critical role of cross-functional collaboration in driving business growth. Whether you're in customer success, sales, or operations, this episode offers practical wisdom for navigating the complexities of modern business relationships. Tune in to gain actionable insights that can help elevate your customer-centric strategies.https://hicleo.com/

In this episode of Numbers and Narratives, hosts Sean and Ibby sit down with Kamron Kunce, VP of Marketing and Customer Experience at RJ Young, to explore the fascinating intersection of marketing and customer experience in the B2B technology sector. Kamron shares his unique journey from the music industry to e-commerce and finally to his current role at RJ Young, a 70-year-old business technology company undergoing significant transformation.The conversation delves deep into RJ Young's customer-centric approach, highlighting their "We Make It Right" guarantee and the innovative ways they blend marketing with customer experience to deliver unparalleled value. Kamron discusses the company's shift from frequent small events to an annual large-scale "Tech Connect" event, demonstrating how they've adapted their strategy to better serve and engage clients. He also shares insights on using AI and human touch to scale personalized experiences, including their impressive 90+ NPS score.Throughout the episode, Kamron's southern charm and relationship-focused approach shine through, offering listeners a refreshing perspective on business leadership. Don't miss out on this insightful conversation - tune in now and learn how to transform your approach to customer relationships and business growth.https://www.linkedin.com/in/kamronkunce/https://www.rjyoung.com/

In this episode of Numbers and Narratives, Sean and Ibby sit down with Michael Bair, founder of Bair Consulting, to explore the critical role of customer experience in today's business landscape. With over 20 years of experience across B2C and B2B companies, Michael shares his expertise on how businesses can differentiate themselves through exceptional customer support. The conversation delves into the limitations of AI in customer service, the importance of human interaction, and why many companies are overestimating the impact of chatbots. Michael emphasizes the need to focus on creating "raving fans" who will renew and refer others, especially in B2B contexts. He also discusses the challenges faced by e-commerce and SaaS businesses in standing out in crowded markets, highlighting how marginally better products are often not enough to retain customers. The episode provides valuable insights for founders and senior leaders looking to improve their customer experience strategies. Listeners will gain a deeper understanding of how to measure the true impact of customer interactions and why treating customer experience as a cost center can be detrimental to business growth.Tune in to learn how you can transform your approach to customer experience and create a competitive edge in your industry.https://bairconsulting.co/https://www.linkedin.com/in/michaeljbair/

In this episode of Numbers and Narratives, Sean Collins sits down with Temilola Agbede, a seasoned e-commerce marketing expert with over 15 years of experience. Temi shares her journey from traditional retail to leading direct-to-consumer channels for major brands like Estée Lauder and innovative startups. The conversation dives deep into the evolving landscape of e-commerce marketing, exploring the delicate balance between data-driven strategies and brand building.Temi offers valuable insights on launching new brands, emphasizing the importance of brand positioning from day one. She discusses how to approach marketing differently for bootstrapped versus venture-backed companies, and shares creative strategies for reaching audiences organically. The episode also touches on the changing role of marketers, highlighting the need for a data-driven approach while not losing sight of brand building and customer connection.One of the most compelling takeaways is Temi's perspective on the future of direct-to-consumer (DTC) marketing. She challenges the notion that "DTC is dead," instead framing it as an essential channel rather than a strategy in itself. Tune in to expand your marketing toolkit and gain a fresh perspective on building successful online brands.

In this insightful episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Maggie Glascott, Senior Email Marketing Manager at Buffer, to dive deep into the world of email personalization and testing. With an impressive resume including stints at Duolingo and StreetEasy, Maggie shares her wealth of experience in crafting effective email strategies for tech companies.The conversation explores Maggie's approach to revamping Buffer's onboarding email series, highlighting key tactics such as shortening copy, moving CTAs above the fold, and implementing personalized content based on user actions. Maggie emphasizes the importance of an experiment-first mindset, drawing from her time at Duolingo where "test everything" was a core value. Listeners will gain valuable insights into prioritizing email marketing efforts, balancing personalization with simplicity, and leveraging email tests to inform product decisions.Don't miss out on Maggie's top three recommendations for companies looking to improve their email marketing – tune in now!

In this enlightening episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a riveting discussion with Austin Ripmaster, Chief Creative Officer and VP of Brand at Lucchese Bootmaker. Ripmaster offers listeners an exclusive behind-the-scenes look at how a 142-year-old American icon maintains its relevance and expands its customer base while staying true to its roots. From the challenges of transitioning to a direct-to-consumer model to the intricacies of luxury brand positioning, this episode is packed with valuable insights for anyone interested in brand management and marketing.Ripmaster shares fascinating anecdotes about Lucchese's celebrity clientele and the brand's deep connection to American culture, explaining how these elements contribute to the brand's unique position in the luxury market. He delves into the concept of "Texan luxury" and how Lucchese differentiates itself from other high-end brands by focusing on the lifestyle and values associated with its products. The conversation also explores the delicate balance between attracting new customers and maintaining the loyalty of the brand's core audience, offering practical strategies for brand expansion without compromising authenticity.Don't wait - tune in now and discover how Lucchese Bootmaker continues to shape the landscape of American luxury.

In this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Keith Jensen, Chief Communications Officer at Engine, to discuss the revolutionary approach to business travel management. Keith shares how Engine is disrupting the traditional travel management company (TMC) model by offering a free, user-friendly platform that saves businesses time and money. He explains how Engine's unique relationships with hotels and suppliers create a win-win situation for all parties involved, leading to an average of 26% savings for travelers. The conversation delves into Engine's impressive growth, challenges in creating awareness for a new category, and innovative marketing strategies like ABM at scale. Keith also discusses his transition from CMO to CCO, offering valuable insights into career development and the importance of aligning roles with personal strengths. Tune in to gain actionable insights and learn how Engine is transforming the way businesses manage travel.

In this captivating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a lively discussion with Nate Rosen, founder of Express Checkout and a leading voice in the CPG industry. The conversation centers around the challenges and opportunities facing consumer brands in today's competitive landscape, offering listeners a behind-the-scenes look at how successful companies differentiate themselves and capture market share.Nate shares his expertise on three primary strategies for brand success: developing unique products, building strong brand identities, and targeting specific niche audiences. The discussion is peppered with real-world examples, from the clever branding of Graza olive oil to the rise of celebrity-endorsed products like MrBeast's Feastables. The episode also dives into the intricacies of market research, exploring how both established brands and startups can leverage data and consumer insights to inform their strategies.One of the most fascinating segments examines the growing trend of influencer-led brands, with the hosts and guest debating the long-term viability of products closely tied to individual personalities. They also explore the potential of serving niche markets, using examples from diverse industries to illustrate how brands can build passionate, loyal customer bases by speaking directly to specific communities. Don't miss this opportunity to gain insider knowledge that could shape your understanding of branding and consumer behavior - listen now and join the conversation!

In this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins reunite with Aidan Parisian, partner at Connor Group, to explore the fascinating world of AI adoption in finance. As the podcast's first returning guest, Aidan brings his wealth of experience in data analytics to shed light on the current state of AI implementation in financial operations. The conversation takes listeners on a journey through the complexities of integrating cutting-edge technology into traditionally conservative finance departments.The episode dives deep into the challenges faced by finance teams in embracing AI, with Aidan revealing surprising statistics about the gap between AI budget allocation and actual implementation. The hosts and guest engage in a thought-provoking discussion about the reasons behind this disparity, exploring the unique risk considerations and cultural factors that influence AI adoption in finance. Listeners will gain valuable insights into the most promising use cases for AI in finance, such as contract analysis and revenue recognition, while also understanding the limitations and potential pitfalls of AI implementation.As the conversation evolves, the episode takes an unexpected and philosophical turn, examining the broader implications of AI and automation on society and the future of work. The hosts and Aidan contemplate profound questions about the value of human labor, the potential for AI to free up time for creative pursuits, and the ethical considerations surrounding widespread automation. Tune in now to expand your understanding of how AI is reshaping the financial landscape and our society as a whole.

In this episode of Numbers and Narratives, Ibby Syed and Sean Collins welcome Matt Barr, the innovative mind behind Fairing, a leading post-purchase survey platform. Matt takes listeners on a fascinating journey through the Shopify ecosystem, sharing his experiences as both a merchant and a SaaS founder. The discussion provides a comprehensive look at the challenges facing Shopify app developers, the evolving needs of e-commerce brands, and the future of personalization in online retail.Matt offers unique insights into the world of e-commerce attribution, explaining how Fairing's approach to post-purchase surveys is revolutionizing how brands understand their customers. The conversation explores the potential of user accounts and logged-in experiences to create more personalized shopping journeys, with Matt sharing his vision for a future where cross-store logins and AI-driven recommendations become the norm. Listeners will gain valuable knowledge about the importance of simplifying complex technologies for merchants and the untapped potential in areas like account pages and admin extensions.The episode also delves into the broader implications of these developments for the e-commerce industry, discussing how brands can leverage direct consumer feedback to drive growth and improve customer experiences. Matt's advice for app developers and merchants provides actionable insights for anyone looking to succeed in the competitive Shopify ecosystem. Don't miss out on this opportunity to learn from one of the industry's leading innovators – tune in now and discover how Fairing is shaping the future of e-commerce measurement and personalization.

This episode of Numbers and Narratives takes listeners on a journey through the evolving landscape of marketing technology. Hosts Ibby Syed and Sean Collins welcome Allan Heo, founder of For Now Marketing, who shares his expertise on Braze and technical marketing. The discussion kicks off with an exploration of what it means to be a technical marketer in today's data-driven world. Allan breaks down complex concepts, explaining how marketers can leverage powerful platforms like Braze to create sophisticated, personalized customer journeys. The conversation then dives into the nitty-gritty of implementing marketing automation, using the example of appointment reminder flows to illustrate the unexpected complexities that arise. Allan also offers his perspective on the strengths and limitations of AI in marketing, providing valuable insights for professionals navigating this rapidly changing field. The episode concludes with a comparison of leading marketing automation platforms and a look at Allan's journey as a founder. Don't miss this opportunity to learn from a true expert in the field and gain insights that could transform your approach to customer engagement.

In this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a thought-provoking discussion with Lauren Vriens, a startup advisor, former general manager at Revel and VP of Growth Strategy at Accenture, about the changing landscape of go-to-market strategies for startups in the AI era. The conversation kicks off with Lauren sharing her extensive background in AI product development and Fortune 500 strategy, setting the stage for a deep dive into the challenges and opportunities facing modern startups. The episode explores critical topics such as the importance of niching down, differentiating from competitors, and leveraging founder-led marketing in an increasingly crowded marketplace. Lauren offers valuable insights on why traditional advertising methods are losing effectiveness and how startups can utilize innovative tactics like user-generated content, creative PR, and AI-driven marketing to gain traction. The discussion also touches on fascinating subjects like the potential of AI agents in marketing, the future of internet anonymity, and the delicate balance between human intuition and AI-driven decision-making in startup growth. Listeners will gain practical advice on crafting shareable product features, building engaged communities, and aligning marketing strategies with founder strengths. Lauren shares her experiences with various AI tools like lovable.dev and Jennifer, offering listeners a glimpse into the cutting-edge technologies shaping the future of marketing. Tune in to gain actionable insights and stay ahead of the curve in the rapidly evolving world of startup marketing.

  This week, we had an insightful conversation with Krystina Rubino about managing agencies for optimal output and setting yourself up for success. Krystina brings a wealth of experience from her time at various agencies and her current role at Right Side Up, where she started the growth marketing practice for offline marketing.Three big things that stood out:1. Choosing the right partner - Be clear about scope and capabilities, and don't ask agencies to go beyond their expertise.2. Active management is key - Don't "set it and forget it" with agencies, especially if you're not a large client.3. Briefing is crucial - Provide comprehensive materials and context to avoid miscommunication and unnecessary revisions.Krystina shared valuable insights on agency dynamics, including the importance of treating agency partners like part of your team, being aware of potential hidden clauses in contracts, and the benefits of working with consultants for smaller brands. You can find more conversations like this on Krystina's podcast, Growth Talks, or check out Right Side Up's website for their services.rightsideup.com

This week, we had a fascinating chat with Juliana Evangelista about what makes luxury customer experience actually luxurious. Juliana comes with a really interesting perspective from working with brands like Swarovski on how to train retail teams and create those "wow" moments that keep people coming back.Three big things that stood out:Discovery before transaction - don't just ask "what are you shopping for?", learn about the customer first Consistency matters more than fancy perks - you'd have someone spend $100 ten times than $5k onceAI should enhance human connections, not replace them - use data to empower staff, not automate them awayJuliana shared horror luxury shopping experiences, which drive home her points that every interaction matters, especially in luxury. You can find her at jewelsempre.com if you're looking to level up your CX game.

This week, we had a super interesting chat with Giancarlo Bizzarro from Crooked Media about the ins and outs of podcast advertising. It was fascinating - turns out there's way more to this than just throwing money at podcasts and hoping people buy your stuff.Key things we covered:Your budget should be big, but not as big as you thinkHost-read ads crush pre-recorded onesTarget specific shows over mass blastingThe coolest part was learning how different ad placements work - like how post-roll ads are perfect for promoting other podcasts (makes total sense when you think about it, just like Netflix recommendations). Giancarlo dropped some real knowledge about tracking conversions too - apparently you need multiple tools to actually understand what's working.By the way, this episode definitely wasn't sponsored by ExxonMobil, though Giancarlo would love to chat if you're ready to scale your podcast advertising. Hit him up at Crooked Media!

This week, we had a pretty fascinating chat about how SEO and content marketing are changing. Turns out 97% of web pages get zero (yes, actually zero) traffic from Google, and we went into detail about how SEO has basically ruined the internet by gaming the system with crappy listicles and generic content.Key stuff we covered:- How AI is taking over search results (but might not be terrible)- Why most SEO strategies are kind of pointless now- Why distribution matters more than ever- Using programmatic SEO (which sounds cool)We got into some really practical stuff about content strategy - like how companies need to stop delegating thought leadership to junior writers and actually get their experts involved. Sean makes this great point about how brands should create content that's actually valuable, not just trying to game Google's algorithm.

In this episode of Numbers and Narratives, we rambled about a wide array of things including conference experiences, the trend of bundling vs. unbundling in SaaS products, and the challenges of building software for small businesses. Key takeaways from the discussion:Value of smaller, focused conferencesBundling trend in SaaS productsChallenges of all-in-one solutionsRippling as an example of the aboveImportance of "one core feature" in bundled productsWe talked about the benefits of attending smaller, more focused conferences that prioritize education and networking over aggressive product pitching. In regards to software, we focused on SMBs and the potential drawbacks of all-in-one solutions.

In this episode of Numbers and Narratives, Ibby and Sean engage in a candid discussion about the changing landscape of B2B marketing, particularly focusing on the decline of cold email outreach and the rise of AI-powered marketing tools. They explore alternative strategies for building meaningful connections with potential clients and share insights on leveraging AI effectively in marketing efforts.Key takeaways from the discussion:- Cold email effectiveness declining- AI-powered SDRs flooding inboxes- Value of genuine, personal connections- Using AI for intelligent lead engagement- Importance of providing value upfrontThe hosts emphasize the need for marketers to shift away from disruptive tactics and focus on building authentic relationships. They discuss innovative approaches to using AI, not for mass outreach, but for identifying relevant conversations and opportunities to engage meaningfully. The conversation highlights the enduring importance of inbound marketing strategies and the power of founder branding in establishing credibility.

In this episode of Numbers and Narratives, we spoke with Rebecca Holliday, Head of Customer Success and Impact at Groundswell. Rebecca shared insights on corporate philanthropy, employee engagement, and the evolving landscape of donation platforms. Drawing from her experience in both nonprofit and corporate sectors, Rebecca discussed how Groundswell is revolutionizing corporate giving programs.Key takeaways from the discussion:Democratizing corporate philanthropyBalancing admin and user needsCustomizing success metricsAddressing disaster fatigueRebecca emphasized the importance of empowering employees to choose causes they care about while providing companies with robust tools for program management and impact measurement. The conversation touched on the challenges of maintaining engagement in a world of constant crises and the shift towards more personalized, direct giving models.Be sure to visit groundswell.io to explore how their platform is helping companies of all sizes drive impact in their communities.

In this episode of Numbers and Narratives, we speak with Naomi West, a seasoned email and lifecycle marketer (currently at Parcel). Naomi shared insights from her extensive experience in the email marketing space, including her work with various ESPs and her recent venture into course creation. The conversation delved into the intricacies of email marketing, its importance in the digital landscape, and strategies for effective customer engagement.Key takeaways from the discussion:- Email's role in customer relationships- Common mistakes in D2C email marketing- How to start an email program from scratchNaomi emphasized the enduring power of email marketing in an era where social media algorithms constantly change. She highlighted the importance of testing, personalization, and understanding your audience's preferences. The conversation also touched on the challenges of creating and marketing an online course, reflecting the ever-evolving nature of digital content creation.Listeners interested in deepening their email marketing knowledge can explore Naomi's course, "Email Marketing: Everything You Need to Know," which covers a wide range of topics from basic concepts to advanced lifecycle strategies.Find Naomi's course on her website: https://www.naomiwest.ca/shop-and-learn

In this episode of Numbers and Narratives, we sat down with Stefan Stahl to discuss the intricacies of product development and customer data utilization. Stefan, with his background in mechanical engineering and experience leading product teams at startups like QuietKat and Ellavate, shared valuable insights on balancing customer desires with practical product design.Key takeaways from the conversation:Balancing customer wants vs. needsHalo products and aspirational marketingIoT for real-world usage insightsPrice-driven product developmentThe discussion touched on various industries, from e-bikes to luxury cars, exploring how companies navigate the gap between customer aspirations and actual product usage. Stefan emphasized the importance of understanding what customers say they want, what they actually need, and how they ultimately use the product.Find out about Stefan's newest project at ellavatewagon.com.

In the latest episode of Numbers and Narratives, we engaged in an insightful discussion with Disha Gosalia about the transformative impact of AI on customer experience (CX). Gosalia, drawing from her extensive experience in the customer experience space (most recently as Gladly's Chief Customer Officer), shared valuable perspectives on the current state and future of AI in CX.Key takeaways from the conversation:- AI adoption crucial is inevitable in the CX space- Generative AI actually lowers the barrier for personalized experiences- New AI-specific roles are emerging- Privacy and hallucination concerns are a threat to adoptionGosalia emphasized the importance of starting AI implementation now, while being mindful of potential challenges. She advised CX leaders to focus on efficiency and be cautious of unrealistic vendor promises. The discussion highlighted the evolving nature of CX roles and the need for companies to adapt their strategies in this AI-driven landscape.You can find Disha here: https://www.linkedin.com/in/dishagosalia

Hey everyone! This week on Numbers and Narratives, we had an enlightening conversation with Rich Donnellan, Head of Customer Experience at Aro. Rich shared valuable insights on building a hardware-software product aimed at helping families reduce screen time and foster better relationships. Key highlights from our chat with Rich include:The evolution of Aro's product from a dad-focused approach to a mom-centric solutionThe importance of customer feedback in pivoting product strategy and messagingStrategies for scaling a hardware-based product and building a strong communityThe power of authentic brand voice in connecting with the target audienceBalancing scalable and non-scalable approaches in customer experienceRich emphasized the value of understanding your true customer base, the impact of tailoring messaging to resonate with your audience, and the importance of continuously adapting to customer needs. He also shared how Aro transitioned from a masculine, authoritative voice to a more empathetic, solution-oriented approach that speaks directly to moms.This episode is packed with practical advice for startups navigating product-market fit, adapting to customer feedback, and scaling while maintaining a personal touch. Don't miss out on Rich's experience in building a product that addresses the modern challenge of screen time management in families!Rich: https://www.linkedin.com/in/rich-donnellan-20493939/ Aro: https://goaro.com 

Hey everyone! This week on Numbers and Narratives, we had an insightful conversation with David Karp, an experienced leader in customer success and post-sales operations. David shared valuable perspectives on building strong customer relationships, team management, and fostering a positive company culture.Key highlights from our chat with David include:The importance of understanding customers as people with their own goals and challengesStrategies for balancing workload and creating space for deeper customer connectionsThe crucial interplay between customer success and product teamsBuilding a culture of open feedback and psychological safetyThe challenges of leading teams in the current tech industry climateDavid emphasized the value of authenticity in customer interactions, the need for harmonious collaboration across departments, and the importance of recognizing team members for living out company values. He also shared a powerful analogy about life being like a roller coaster ride, highlighting the importance of supporting one another through challenges.This episode is packed with practical advice for customer success professionals, team leaders, and anyone interested in building stronger, more empathetic business relationships. Don't miss out on David's wealth of experience and insights!David Karp: https://www.linkedin.com/in/davidalankarp/Disco: https://www.disqo.com 

Hey everyone! This week on Numbers and Narratives, we have an exciting episode featuring Justin Crosby, the Head of CX at Tula Skincare. We delve into the crucial role of customer experience in omnichannel strategies and how Tula navigates the complexities of maintaining a consistent brand voice across diverse platforms like Amazon, Sephora, and Ulta.Justin shares insights on the importance of understanding customer preferences in different channels, the power of a well-trained team, and the challenges of integrating AI into customer interactions. We also explore how Tula utilizes data and feedback from beauty advisors to refine their products and improve the overall customer journey.Don't miss this episode packed with valuable advice for CX professionals and anyone interested in the evolving landscape of skincare retail. Tune in to learn more about how Tula is setting the bar for customer engagement and innovation!Check out Tula Skincare: tula.com

Hey everyone - this week, we've done a much longer episode of Numbers and Narratives with Aidan Parisian of the Connor Group. We dove deep into AI's role in go-to-market strategies, the importance of data analytics, and the power of resilience in personal and professional growth.Aidan shared insights on leveraging AI to democratize data and enhance customer experience, the challenges of data unification, and the critical role of consistent effort for long-term success. Plus, he recommended some transformative books like "4000 Weeks" by Oliver Burkeman and "Hidden Potential" by Adam Grant. Don't miss this episode—it's packed with valuable advice for AI enthusiasts and growth-minded professionals! Check it out now!Aidan: https://www.linkedin.com/in/aidanparisian/Connor Group: https://www.connorgp.com/

Hey everyone - this week, we had an incredible conversation with Drew Price. We dove deep into career growth, the importance of personalization in marketing, and how to build trust with your customers. Drew shared insights on creating personalized weekly digests for Grammarly users, tackling the challenges of starting and scaling teams, and the vital role of leadership buy-in. Plus, he revealed his upcoming Maven course and inspiring newsletter on Substack. Don't miss this episode—it's packed with practical advice for lifecycle and retention marketers! Check it out now!Drew: https://www.linkedin.com/in/drew-price-9081849/Drew's Newsletter: https://scalingcrm.substack.com/

In today's Episode of Numbers and Narratives, we're interviewing Firstleaf Wine's CMO, Geoff Sanders. Geoff has extensive experience across finance, e-commerce, and subscription services and offers a treasure trove of knowledge on performance marketing principles. Learn how essential metrics like LTV, churn rates, and net revenue retention can guide your strategies to enhance customer engagement and growth.Learn the secrets of how Firstleaf achieves a 98% uniqueness rate in their monthly shipments through personalized recommendations. Uncover the challenges and solutions in setting Customer Acquisition Cost (CAC) targets and the importance of integrating acquisition and retention teams to optimize metrics. With practical takeaways on technical empathy and cohesive strategies, this episode is a must-listen for marketers and business leaders aiming for success.

In our latest episode of Numbers & Narratives, we explored the transformative impact of AI on marketing and hiring. AI is reshaping how marketing teams operate, shifting focus from routine tasks to creative problem-solving. We dived deep into how small teams can be more agile and efficient using AI, and the importance of understanding the audience to tell compelling stories. We also discussed the upsides and potential pitfalls of AI, from automating softer skills to undetectable errors. Tune in to get valuable insights on adapting to this evolving landscape and leveraging AI tools to boost your marketing efforts.

Today, we dive deep into CX with Pegah Valeh, who leads the customer experience team at Meta's Reality Labs. Pegah brings her seasoned expertise from the Reality Labs team at Meta, focusing on improving customer experiences to support business growth. Throughout this episode, we'll explore how Pegah and her team use metrics like Net Promoter Score (NPS) to measure the severity of customer issues and the crucial correlation between NPS and customer retention. She'll also share the benefits—and challenges—of integrating AI into customer experience, as well as tips for making data actionable and fostering effective partnerships across business units.We'll touch upon the complexities of measuring customer lifetime value, the importance of real-time analytics, and how advanced analytics can predict customer pain points. Plus, we'll discuss how Meta's CX team collaborates with growth and retention marketing teams, sharing insights to validate changes and launches, and using formats like internal communication tools and dedicated meetings to keep everyone informed. 

Welcome to another insightful episode of "Numbers and Narratives." Today, hosts Sean Collins and Ibby Syed delve into the world of data-driven marketing with a special focus on customer segmentation, recommendation engines, and personalized email automation. Drawing from his extensive experience as a data scientist and his current role at Cotera, Ibby shares invaluable tips on transitioning from generic marketing approaches to tailored, effective strategies that truly resonate with customers.Join us as we explore the intricacies of segmentation through RFM analysis, the potential of advanced personalization, and practical steps to optimize your marketing efforts. Whether you're looking to implement smarter recommendation algorithms or automate your email campaigns, this episode is packed with actionable insights and expert advice. Plus, stay tuned as Ibby reveals how focusing on top customers and leveraging recommendation engines can significantly boost your revenue. Don't miss out on this essential guide to elevating your marketing game through data!

Today, we are are joined by Todd Unger, the Chief Experience Officer at the American Medical Association. Todd dives deep into the evolving realm of customer experience, discussing his new book, "The Ten Second Customer Journey," and sharing pivotal insights on integrating marketing, product development, e-commerce, and customer service. This episode promises to shed light on how businesses can drive growth by removing friction and enhancing customer interactions, preparing you to revolutionize your approach to customer satisfaction in the digital age. Join us as we unravel the secrets to aligning organizational goals with customer needs, ensuring a seamless journey that converts interests into loyal customers.

On this week's episode of Numbers and Narratives, we dive deep with Jess Cervellon into the world of customer experience and data analytics. Jess highlighted the transformation of customer service into customer experience, emphasizing the proactive use of data to enhance the customer journey. We explored practical tools like Klaviyo and Postscript that streamline communication, while also addressing the integration challenges that brands face. Whether you're running a startup or a seasoned business, understanding this shift and utilizing your CX team effectively can drastically improve how you connect with customers. Tune in to learn how to leverage data for better business outcomes!Jess's Podcast: https://juice.kustomer.com/Jess on Linkedin: https://www.linkedin.com/in/jess-cervellon

Today's episode is with Eli Weiss, VP of Retention Advocacy at Yotpo. Eli shares his rich insights on the importance of simplicity and personalization in commerce. He delves into how businesses can enhance customer retention by incentivizing existing behaviors rather than creating new ones. Eli also highlights the challenges and triumphs of his career journey, from his early days of travel and working with startups across the globe, to his influential roles at companies like Jones Road and Olipop, and finally his current position at Yotpo.We'll explore the dangers of overengineered websites and subscription models, the potential of AI paired with human interaction, and the vital role of customer data in crafting personalized experiences. Whether discussing the consolidation of marketing tools or the intricate dance of balancing product features with customer satisfaction, Eli offers invaluable perspectives that promise to reshape how we think about interacting with and selling to the modern consumer. So, sit tight and prepare for an episode packed with expert insights on making marketing more effective by truly understanding and responding to customer needs.Eli's Linkedin: https://www.linkedin.com/in/eliweisss/Eli's Newsletter: https://www.eliweisss.com/subscribe

Today, we sliced through the digital jungle with Brad Redding of Elevar, uncovering how your data isn't just numbers – it's the storyline of your business. We dove deep into leveraging server-side tracking for unparalleled reliability, mastering Meta shops for customer acquisition, and the significance of first-party data in a cookie-less world. Brad gave us the playbook for amping up customer experience with personalized email and SMS, powered by AI that understands your audience better than they know themselves. Remember, folks, it's not just about being visible; it's about being insightful. So, stay ahead of the game – for any e-commerce entrepreneur, Elevar is your MVP.Brad: https://www.linkedin.com/in/braddredding/Elevar: https://www.getelevar.com/

In today's episode, “Unifying Customer Data for Profits,” we're joined by Rachel Smith, one of the founders of Rex Collective and a seasoned retention marketer to peel back the layers of personalized marketing strategies that are powering profits for e-commerce businesses.With Rachel's we deep dive into understanding why both smaller and larger brands are benefiting from tools like data warehouses, personalization engines, and more. Sean adds to the conversation by stressing the importance of tailored recommendation tags for added personalization and customer engagement.In a rich discussion, we unlock the potential of actioning off a unified customer view, using everything from SMS to paid ads. Rachel invites listeners to explore growth strategies with her team at Rex Collective, while we all ponder the pitfalls and successes in the architecture of modern data systems and the use of tools like Google Analytics and BigQuery.Brands take heed: today's narrative is all about leveraging customer data to not just sell but to build enduring relationships and deliver genuine value. So, tune in and let's translate these numbers into narratives that drive success!Rachel: https://www.linkedin.com/in/rachelgoebel/Rex Collective: https://www.rexcollective.com/

Prepare to be intrigued as we unravel the unconventional journey of Mike, an ex-professional fighter who's now knocking out the competition in the digital realm as the founder and head of No Limit Email. As we maneuver through the maze of customer engagement, Mike drops value bombs on designing surveys that do more than just interrogate – they convert. He shares the secret sauce of asking questions that not only dig deep into customer intentions but also drive sales, bridging the gap between what customers say and their actual behavior. Our conversation reveals the finesse required to marry qualitative and quantitative data, creating a clearer picture of who's on the other side of that screen. No Limit Email: https://www.nolimitemail.com/Linkedin: https://www.linkedin.com/in/ecom-michael-galvin/Twitter: https://twitter.com/EcomMikeGalvin

Unlock the mysteries of data-driven marketing as we, Ibby Syed and Sean Collins, share our personal experiences from Peloton to Bilt Rewards, revealing how a deep dive into customer data can elevate your business's customer experience. This episode is a treasure trove of marketing insights, from the art of objective testing in marketing strategies to the delicate dance between short-term tactics and the long-term vitality of your business. We dissect Revel's daring attempt to re-engage customers and how it taught us that sometimes, it's not the price but the understanding of customer needs that wins the day. Rounding out our discussion, we scrutinize the perennial debate between relying on historical sales data and conducting fresh market tests. We invite you to consider an alternative approach that could redefine your next year's marketing playbook, as we examine the impact of different product lines on diverse customer segments. 

Listen to this episode to go on a transformative journey with our latest guest, Amit Bapat, whose career leap from materials science engineer to investment banker, and eventually to a life and mindset coach, exemplifies the power of aligning purpose with profession. In a riveting exchange, we traverse Amit's eclectic path, unpacking the pivotal lessons from his stints at McKinsey, University of Chicago Booth, and top-tier companies like Wayfair and HelloFresh. His insights into forging team unity around common goals and setting up successful CRM strategies offer invaluable nuggets for anyone looking to enhance their organizational impact.The e-commerce battlefield is fraught with challenges, and none more so than the art of customer communication during periods of rapid growth. Amit and Sean and Ibby HelloFresh's hurdles in refining their messaging amidst expansion, moving from a strategy that relied heavily on frequency of broad based communication to one that focused more on the relevance of highly targeted communications. Learn about the delicate dance of balancing quantity with quality in customer interactions, and discover the strategic moves that help convert every touchpoint into an opportunity to cement brand loyalty.

Ever marvel at the precision required to send the perfect message at the perfect moment? This is the realm of Paul Meinshausen, the data science virtuoso and founder of Aampe's, who joins us to reveal the transformative impact of timing in the FinTech and food delivery sectors. Transitioning from the structured world of the U.S. Department of Defense to the dynamic pace of startup life in India, Paul's narrative is a testament to how machine learning and data analytics are revolutionizing customer engagement and service delivery.The conversation heats up as we uncover the tantalizing strategies behind those perfectly-timed food delivery notifications that seem to read your mind. Aampe's technology is not only satisfying late-night cravings in Southeast Asia but also unearthing new consumer patterns, emphasizing the significance of understanding and adapting to user behaviors. Through these keen insights, businesses can unlock a more profound connection with their customers, catering to needs they never knew they had.Check out Paul here: https://www.linkedin.com/in/paulmeinshausen/Check out Aampe here: http://www.aampe.com

Embark on a journey into the heart of customer experience as Rebecca Blount unveils the power of data in creating unforgettable interactions. Our enlightening chat traverses the secrets of Coterie's success in elevating the mundane to the luxurious, even when it comes to something as everyday as selecting premium diapers. By expertly blending empathy with analytics, Rebecca demonstrates how businesses can achieve growth by making each customer feel like the only customer, with tales of proactive engagement and the magic of personalized responses.As we navigate through the podcast, we delve into the world of 'surprise and delight' programs, sharing anecdotes from my Peloton days and beyond. We uncover the art of offering a bespoke touch that doesn't just reward complaints, but fosters genuine satisfaction and loyalty. With stories of thoughtful gestures that resonate on a personal level, such as sending a toy to a customer's child or a simple gift card to tired new parents, we reveal how these moments of kindness can transform customer relationships and catalyze business growth.

Unlock the secrets of a trailblazing marketing strategy with our latest guest, Kaleb, a growth expert at Katalyst and an entrepreneur with sharp instincts for user acquisition. Prepare to have your mind expanded as Kaleb spills the beans on building an experimentation mindset that's crucial for capturing and retaining customers. We take an investigative approach into the world of data-driven experiences, both before and after the purchase, arming you with the insights needed to connect with your audience on a deeper level.Tune in as we dissect the ingenious TikTok campaign that launched the chocolate brand Tabs to viral fame, and how this strategy can serve as a masterclass for other brands hungry for social media success. You'll hear firsthand about the power of shock value and niche communities, and how, by sidestepping the traditional marketing playbook, Tabs managed to create a buzz without breaking the bank on paid ads. It's a conversation that's as delicious as it is enlightening, opening up a world of possibilities for marketers eager to harness the unexpected.Bringing it all home, we discuss the art of personalizing the customer journey and the ethical considerations of data collection that can make or break a brand's relationship with its patrons. Kaleb shares his wisdom on scaling genuine interactions for digital impact, and we explore how a personalized touch is not just a nice-to-have, but a fierce tool in fostering brand loyalty. So join us for a session packed with innovation and strategy – it's not just a podcast episode; it's your next step in revolutionizing your marketing approach.

Unlock the secrets of email marketing with Sonja Grasser. Our latest episode promises to arm you with the strategies you need to personalize your customer's journey using historical data and predictive analytics. We don't just talk shop; we give you an insider's look at what it takes to make the most of the first 30 days of customer interaction—a crucial period that can make or break your engagement stats.Sonja doesn't just share wisdom; she sparks joy with her infectious enthusiasm, turning our discussion into an exhilarating ride through the world of email marketing. We tackle the art of blending educational content with promotional messages to create emails that build trust and demonstrate value. From the intricacies of tailoring content for health and wellness products to engaging customers between purchases, this episode is packed with actionable advice. Connect with Sonia on LinkedIn and keep the conversation going long after the podcast ends. Join us, laugh with us, and leave equipped to elevate your email marketing game to new heights.

Unlock the secrets to customer loyalty as Rome Arnold joins us to dissect the symbiotic relationship between marketing and retention, delivering insights from his extensive experience in the eldercare industry. Rome emphasizes the long game, cautioning against the nearsighted focus on customer acquisition costs without considering lifetime value. We navigate the delicate balance of immediate expenses against the backdrop of enduring customer relationships, addressing the integral role that acquisition channels play in shaping the future of your business's bottom line. Our conversation pivots to an adult diaper company's misadventures, showcasing the perils of attracting the wrong customers. Rome illustrates the deceptive allure of low upfront costs, which can lead to retention pitfalls if the acquired customers don't align with the business's sustainable growth. This episode peels back the layers on the importance of aligning retention strategies with acquisition efforts, using data models to inform decisions, and maintaining a dialogue with customers to ensure ethical and transparent marketing practices, especially within subscription models.Wrapping up, we explore the nuanced landscape subscription services navigate, balancing customer convenience against potential friction. Whether discussing digital platforms or physical products, Rome provides a candid look at the challenges of maintaining brand alignment and customer satisfaction in the face of the subscription model's ethical considerations. Through anecdotes and professional wisdom, this episode is a treasure trove for any founder or marketer seeking to perfect the art of customer acquisition and retention. Join us for a deep dive into the heart of customer value, where Rome Arnold guides us through the strategic finesse required for a company's thriving future.