Personas
Works closely with marketing, sales, product teams,
and the C-suite to define what “value” means to
customers so that they can bridge the gap between
customer expectations, the business strategy, and the
roadmap
What is CXO?
Went to School with Drake
Who is David Getz?
How do you ensure that metrics like brand awareness and engagement continue to improve?
The reason I ask is because X managers who value ensuring that the metrics they are measuring are improving partner with us to make sure that what goes out to their market on social media is indeed what their customers want to see.
Who is Head of Social Media?
Expensive and frequent overage charges. 70% of their business is subscription based. Their Stock price fell 55% this year. Lacks CS and has a DIY model that leaves clients to fend for themselves.
What is Qualtrics?
I'm sorry to bother you on vacation, I wish I was. What's the best way to connect with you when you get back? By the way, are you vacationing anywhere I should look into?
What is "I'm on vacation right now"?
Works within larger HR team
Partners with workplace, staffing, recruitment,
learning and development, organizational
development, training, DE&I.
What is VP/Director of Employee Experience?
Played hockey in college
Who is Rebecca?
The reason for my reach out is your company is at a critical point in time, and with consumer spending, inflation, and supply chain challenges threatening the business, it's more important now than ever for your already customer-centric team to further connect and align with your audience. I understand your company is currently capturing customer feedback, but I'm curious if this is done at scale; what if you speak to 100,000+ of your customers, and speak to important segments like influencers, Gen Zers, and first-time shoppers? And, do so in an ongoing, scalable, and cost-efficient way.
Who is CEO?
Includes 100+ integration offerings. Platform is complex, hard to use, and bogged down by its own bulk. Support is costly and included as part of managed services
What is Medallia?
Oh. Well, Is there a number you'd prefer I use? I will update my records if you'd like. We can talk on that line.
What is "How did you get my number"?
Works leading a team of agents to provide a smooth
experience to customers, solving problems
interdepartmentally and reporting to senior
leadership and legal authorities when applicable,
need to know what is happening in the company and
the market to anticipate solutions.
What is Head of Customer Service or Contact Centre?
This Manager puts butter in their coffee
Who is Mariana?
You could increase revenue by 50% and profits by nearly as much just by improving the experience of your customer-facing employees.1 Unfortunately, for businesses like yours with hourly workers, high turnover and low engagement is extremely common as you struggle to reach these workers without known email addresses.
Who is VP of Employee Experience?
Weak in B2B. Traditionally a customer research firm that focused on loyalty and service improvement. Visionary in Gartner quadrant. Relaunched in 2017 when they made the move to the cloud.
What is SMG?
What subject line should I use so that you actually open my email?
What is "send me an email with more info"?
They help inform the team of UXers, product managers, and engineers about user needs. They play a critical role in creating useful, usable, and delightful products. They work with stakeholders across functions and levels and have impact at all stages of product development.
What is a UX Researcher?
This manager can play the violin
Who is Emelie?
Curious to learn how you're infusing the voice of customers into your fragrance product development process to mitigate your go-to-market risks and ace those opening price points?
We’re working with your colleagues at X, and thought you’d be interested to learn how they rely on real-time customer feedback and insights to build an agile operating model.
Our partners bring customers into the design process to share feedback as ideas develop, ensure new offerings are meeting actual needs, and de-risk initiatives along the way.
Who is VP of Product Development?
M&A Focused Vendor. Grown through acquisition. Struggles to provide a true single platform experience. Mid 2010s it added technology to automate text and social analytics and dashboards, and a hub to map multiple data sources. In 2016, was still marketing to Market Researchers.
What is Forsta?
Happy to call back later, what are some of the other initiatives that are taking priority right now so I know what to reference when I call back?
What is " “Reach back out to me in x months”?
Works with managers and directors who oversee
teams involved in branding, advertising/media, and
marketing, and helps provide insights from
customers, employees, and the market to direct the
company's marketing objectives
Who is Head of Market Research?
This person is secretly a giant
Who is Nick Roberts?
The reason I ask is because we work with Canadian Tire whose priority is to identify niche groups of customers with their purchasing data to create predictive models that help ensure an exceptional customer experience. Canadian Tire has leveraged Alida to bridge data silos by connecting demographic, psychographic and attitudinal data on their community members to the transactional information in the Triangle loyalty program, saving them over $1.8M in research costs.
Who is CXO?
Revenue $150M. Not true SaaS. Required customer services to make survey changes. Turnaround slow. Very little self-service. Acquired Maritz in 2020 (Maritz was Acquired by Medallia after that).Leader in Gartner quadrant.
What is InMoment?
Actually, that’s why I called - figured you wouldn’t have one, but hoped to share how we’re helping *similar persona* achieve *positive business outcome* so that when you’re ready, you know what’s out there.”
What is "I don't have a budget"?