Customerland

Ready to unlock the power of values in marketing? Join us on this enlightening journey with our guest, David Allison, founder and CEO of Valuegraphics. David passionately shares how his company uses data to comprehend the values of potential consumers, helping businesses create effective and standout campaigns. He reveals how understanding these values can help marketers create campaigns that resonate with their target audiences. But that's not all; this data can help companies identify their unique selling propositions and set themselves apart from the competition.
You can check out David's latest book, "The Death of Demographics" here.
Ever wondered how your values drive your decisions? We'll explore this intriguing phenomenon, taking a deep-dive into the mysteries of the brain. We examine the role of the insula - a part of the prefrontal cortex - in filtering information based on our values. How do emotions influence decision-making? We answer this and more, discussing why converting values into data is crucial. Trust us; this understanding can be a game-changer for marketers in our KPI-driven world.
Lastly, we're going to dissect the role of values in fostering a sense of belonging. We discuss insights from Google XI, sharing how event planners can create more inclusive and engaging gatherings. We introduce the Valuegraphics Belonging Index, a groundbreaking tool that maps what belonging means to different groups. It's an invaluable resource for tailoring experiences to resonate with specific audiences. Join us for this riveting episode unraveling the fascinating intersection of values, decision-making, and marketing!

How can data-driven insights create trust and foster lasting customer relationships? Join us as we sit down with Nikola Mijic, CEO and co-founder of Matik, who shares his expertise on infusing data into every point of the customer journey. Drawing from his experience at LinkedIn, Nick reveals how data has been integral in building credibility and trust with customers, ultimately leading to better business outcomes.
But what about the challenges surrounding data access and making sense of it all? That's where our conversation takes an exciting turn as we explore the importance of customer success and continuous improvement. Discover how a strong listening process lies at the heart of every customer success effort, and how being flexible and adaptable can help your company identify unique changes catered to your customers' needs. Don't miss out on this engaging discussion with Nikola Mijic, and uncover the secrets to building trust through data narratives!

Get set to unravel the mysteries of AI as we enter the world of machine learning with our esteemed guest, a leading engineer from Relex. Promising to enlighten us, they will shed light on how their innovative AI platform is revolutionizing the customer experience and business operations. Discover how AI is not just a buzzword but a powerful tool that's enhancing productivity, intelligence, and our quality of life. And for those who fear the 'black box' of AI, don't fret. We'll discuss why transparency in AI is not just desirable, but essential.
As we pull back the curtain on AI, we probe into trust and bias issues, which are gaining increasing significance in the AI and ML landscape. Our expert guest, Emmanuel Raj from Relex, takes us through the process of ensuring that AI systems are fair, trustworthy, and free from bias, emphasizing the need for human-machine collaboration and understanding the reasoning behind model decisions. We also delve into the candid conversations with clients about the trust and transparency issues that AI presents. And as we wrap up our enlightening discussion, we highlight the role of tools like Chat GPT in fostering education and trust in AI systems. So, sit back and gear up for a journey into the captivating intersection of AI, trust, and education.

In our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape.
In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success rate, opt-in and reuse rates, average handle times, first call resolutions, and customer satisfaction. He also tackles the contentious net promoter score (NPS), discussing both its merits and its pitfalls. Learn how these metrics can sometimes clash, particularly when balancing average handling time with customer satisfaction, and explore innovative semi-self-service technologies designed to streamline efficiency while keeping customers happy.
Our final discussion dives deep into the world of detailed metrics, such as measuring time per step in customer processes to pinpoint inefficiencies. Ori introduces us to the Service Promoter Score, a targeted measure of customer service satisfaction, and highlights the power of AI-analyzed open-ended feedback for gaining nuanced insights. Wrapping up, Ori shares his expert perspectives on navigating the ever-evolving customer experience landscape and CallVu’s significant contributions.

Frank Vella, the dynamic CEO of Constant Contact, joins us to share his inspiring journey from helping family-run businesses in Canada to leading one of the most trusted names in small business marketing. With an extensive background at tech giants like Microsoft and Hewlett Packard, Frank brings a fervor for innovation and a deep understanding of the challenges small businesses face today. In our conversation, he reveals how his personal history and passion for technology align with Constant Contact's mission as it nears its 30th anniversary, establishing a strong foundation for future success.
Dive into the future of small business marketing as we discuss Constant Contact's strategic initiatives, including their exciting acquisition of Txtify. Frank highlights how AI advancements and global expansion efforts are reshaping the way businesses engage with customers, making marketing more intuitive and effective. The conversation uncovers the transformative potential of these strategies, with practical examples of how technology can simplify processes for entrepreneurs. As we close, we express our excitement for future discussions with Frank, eager to explore ongoing developments at Constant Contact that continue to empower businesses worldwide.