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In this episode, we welcome Tracy Laranjo, an expert in harnessing the voice of the customer. We discuss the importance of customer feedback, customer service, and how it can improve business strategies. Tracy shares her expertise in conversion optimization and experimentation, emphasizing the value of customer reviews, support tickets, and surveys. We also discuss the challenges of aligning customer desires with leadership goals and the importance of prioritizing the customer experience. The conversation includes examples of how changes in return policies and discreet shipping can impact conversion rates. We also caution against blindly following best practices and copying competitors. Tracy also recommends using open-ended questions to gather customer insights and emphasizes the value of continuous testing and experimentation. If you want to learn more, tune in to this insightful podcast!