November 08, 2024

Check-In: Why SaaS companies struggle with CX

6 minutes

In this episode of SaaS Therapy, Todd Kirk discusses the critical aspects of customer experience that Andrew talked about in Tuesday's episode.

Explore the definition of customer experience, the importance of understanding customer journeys, and the need for data-driven insights to enhance customer satisfaction.

Takeaways

Customer experience is the delivery of the brand promise.

Many SaaS companies struggle with customer experience.

Understanding customer journeys is crucial for success.

Data collection is essential for improving customer experience.

Customers prefer a digital-first experience.

Human interaction remains important for customer satisfaction.

Organizations need to present the right information at the right time.

Cohesive experiences can be achieved through consolidation.

Identifying customer drop-off points is vital.

Collaboration across teams is necessary for enhancing customer experience.

Contents

00:00 Understanding Customer Experience

02:49 The Importance of Data in Customer Experience

05:32 Creating a Cohesive Customer Journey

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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