How do you leverage customer feedback to increase customer satisfaction and reduce churn?

Hello and welcome to Affogata’s podcast: Let’s talk customer feedback. We had the pleasure of hosting Ori Singer, Operations leader at Mixtles. 

For the past 10 years, Ori has held various leadership positions in customer operations, of which 7 years were spent in New York. In his most recent role in NY, he managed Via's global customer service operations.

A few months after returning to Israel, about 2 years ago, Ori Joined Mixtiles to lead the customer service team and build it up to scale. Ori recently moved into a new role, leading operations for one of Mixtiles' upcoming innovative products.

Companies must remember that “every complaint ignored is 26 customers lost”, so every conversation counts. It is crucial to never underestimate the power of customers’ voices.

A satisfied customer will stay with you. An unhappy customer will eventually find a better alternative and unfortunately, leave. Customer feedback benefits are significant. It helps you determine if your clients are satisfied with your service and detect areas where you should improve.

But how can companies do that? Why is customer obsession so important nowadays?

How to find the next market opportunities through real-time customer feedback analysis?

Hello and welcome to Affogata’s podcast: Let’s talk customer feedback. We had the pleasure of hosting Mongiwethu Kumalo, Community Management Executive at IG. 

Mongiwethu encourages thought and discussion about different topics of interest to today’s traders in the IG Community. This includes the financial markets and macro-economic news announcements, trading strategies, charting and trading platform features to make respondents feel comfortable and to foster a feeling of community among the respondents as they engage with their fellow participants on the IG community. He moderates the discussions to ensure compliance with the community guidelines and rules deals with member queries and helps to keep the IG informed of the overall trend of comments and conversations that community members are having.

It has been discussed lately that customers have lost trust in the financial industry, but fintech startups are changing the narrative. Fintechs have a real opportunity to transform how customers engage with the global economy, but the stakes are high. Customers need to feel they can depend on your app or platform to provide a good experience, keep their money secure, and help them achieve their desired results.

But how do customers view this new era of digital banking? And what are the lessons to be learned from such customer feedback data?

How can you get your product to more customers and make sure it stays relevant to them in the long run?

Hello and welcome to Affogata’s podcast: Let’s talk customer feedback. We had the pleasure of hosting Dana Srebrnik, Team Lead and Social Media & Community Manager at Wix. 

Dana has been a part of Wix for the past 7 years. She began her journey in customer care as a team lead. Part of her role included bridging between Marketing’s social media team and customer care to learn about user feedback, with the common goal to strengthen the relationship between their users and Wix, on social media. In 2017 she was offered the opportunity to join the social media team by leading her own team called “Social Support” which focuses on shaping Wix’s brand perception and building meaningful relationships with their Wix users.

“Customer obsession” is a popular phrase nowadays. While many companies have no problem focusing on and satisfying their customers’ needs, they’re still missing out on significant opportunities to build deeper, longer-lasting relationships. There is a critical piece of the market brands aren’t paying enough attention to and that is customer feedback.

How do you measure player sentiment, most common issues, new trends, and more to provide the ultimate user experience?

Hello and welcome to Affogata’s podcast: Let’s talk customer feedback. We had the pleasure of hosting Elpis Fragkou, Senior Customer Care Coordinator at Wooga. 

A Senior Customer Care Coordinator for June’s Journey and Pearl’s Peril at a world-class game maker studio, Wooga, part of the Playtika family of brands. They have a double major in Social Studies and Philosophy and a passion for advocating for excellent user experience through a data-oriented mindset and thoughtful communication. They use their knowledge and experience to help the game teams implement players’ feedback into the production and raise awareness of the importance of user experience in their journey within the gaming industry. In their spare time, they are making music and of course, playing board and videogames.

The gaming industry expects another boom year in both excitement and sales. But with the launch of many new games comes the realization that the market becomes even more crowded, and the bar is raised yet again in all aspects, including games' complexity levels, design, story, and character features.

So what can you do to provide the ultimate player experience and retain users?

What is the agile methodology all about and how can real-time customer feedback enable it?

Hello and welcome to Affogata’s podcast: Let’s talk customer feedback. We had the pleasure of hosting Eyal Sheinholtz, Director of Product Management at eToro. 

Coming from a rich technical background as a developer, team leader, and architect, Eyal decided to pivot and dive into the amazing world of Product Management. For the past eight years he has been with eToro, the world's leading social trading and investing network with more than 20M users from 140 countries, as the Senior Director of Product, Experience managing both the Acquisition and  Retention aspects of their platform. Eyal loves creating the best experiences for its users from ideation to execution while being data-informed and ensuring product deliveries are of the highest quality.

Did you know that yearly, 30,000 new consumer products are launched? And 95 percent fail. Why? It’s said that businesses over-invest in innovation and under-invest in opportunities to engage with their customers to uncover the first-party data they need.

The link between customers, products, and the companies that create them has never been more important so we think this is definitely the perfect timing to touch on this today, so listen to this podcast to listen to Eyal's latest insights.

In this webinar, we discussed the issue of “catching whales”. Don’t worry, we are not talking about hunting big fish, but rather the way gaming companies can track heavy users of gaming.

According to data, core gamers (called “whales”), represent an extremely small percentage of all players, but they are the ones responsible for up to 50% or more in revenue sales. Since gaming apps usually handle millions of simultaneous users, they are not succeeding in locating them. In this webinar, we will listen from our expert, a little about the ways companies can track and catch these whales.

Speaker: Chris Zerathe

A gaming industry veteran with 16 years in the industry working on AAA/PC console games and Mobile games. He spent the last 6 years developing methodologies and buying listening solutions. In his spare time, he plays a lot of games whether console or mobile and he supports his industry (a lot). 

We had the pleasure of hosting Itamar Rogel, Affogata’s CPO and Co-founder on a webinar called: "don’t blame the players, blame the game", where we discussed how to leverage player feedback to make games stick.

Players trust gaming companies to entertain them to the max, so this means that these companies are in a constant search to know exactly what users want, what is trending and what will stick. Does player feedback enable brands to create a seamless experience? How can companies learn and improve their games faster than ever before? You'll find out!