Customer first mentality to optimize revenue growth — Nathan Steele // Owler
- Part 1 Customer first mentality to optimize revenue growth — Nathan Steele // Owler
- Part 2Fine line of personalization in the privacy age — Nathan Steele // Owler
Show Notes
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01:59Embracing a customer first mentalityThis involves focusing on the experience of customers and prospects. Everything you do as a business should focus on creating a good experience for the people interacting with your brand.
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03:07Measuring what a good experience entailsIf users arent coming back to use the product, thats an indication theyre having a bad experience. Your tool should focus on delivering value to retain users.
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04:04Using customer data to improve processes and productsOwler focuses on what users want by asking lots of targeted questions. With their daily snapshot, they can see who's opening that email and engaging with it for follow up questions.
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05:23How Owler supports prospects and customersOwlers community-driven model treats prospects and customers equally in terms of training and onboarding. The belief is every user can provide valuable insights to support everyone else.
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06:33Transitioning prospects into customersWhere youre driving the most value is where youll be able to monetize. So, it boils down to tracking every aspect of your website to drive users to a revenue place.
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07:42Responding to individual customer needsIts impossible to focus on the needs of every single customer. However, you want everybody's feedback to find the sources that will drive value and customer experience collectively.
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09:29Using a customer centric experience to drive revenue growthOwler has taken the feedback and insights from its 5 million users to create more focused offerings. In turn, Owler is able to provide more value for users than its competitors.
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10:25Influencing the product roadmap using a customer centric approachAlways listen to user feedback to drive the most value. Its not just about the roadmap over the next 12-24 months, its also about using feedback to what will help users most in the future.
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11:43Owlers agile response to customer painOwler is on a mission to make a product that's great for everyone, not just a select group of people. Theyre willing to pause the product roadmap to provide fixes for individual customers.
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12:59How frequently Owler releases codeCode is usually released in two-week sprints, but Owler will release code between those sprints. Adjustments are made when feedback is received as opposed to explicitly following the roadmap.
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13:38Measuring success with a customer centered approachThe number one measure of success is adoption. Look at whether people are engaging with the platform, opening your emails, and if theyre sharing contributions within the community.
Quotes
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"Our whole focal point is how do we deliver value to users even if it's free? How do we get them to come back, pull value out of the tool, and be happy with that experience?" - Nathan Steele
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"Owler sends out a daily snapshot to over 5 million people. And we can see who's opening it and engaging. It allows us to understand the audience of people finding this daily snapshot very valuable." - Nathan Steele
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"Every user on Owler can provide valuable insights and feedback that supports everybody else. So we try to treat everybody equal in that sense, versus just the onboarding experience." - Nathan Steele
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"We'll say, we're going to give you 10 for free, but, if you want the full list of 50, you have to pay. We found a unique way of where we were driving the most value is what we were able to monetize." - Nathan Steele
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"We want to be the customers right, all the time for every single customer. But it's impossible to do that. What we need to do is find the most centric place where we can benefit everybody equally." - Nathan Steele
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"I've collectively looked at Owler as a massive polling system. We have five million people coming in constantly sharing insights and feedback with us." - Nathan Steele
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"When the customer's pain is great, well stop and fix the pain. Well pause our roadmap and imprint an immediate fix to drive the value for that individual customer. That's why they're using us today." - Nathan Steele
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"If there's something we can tweak to make a data card better or email experience better, we'll do that today. We're not going to wait three months to do it." - Nathan Steele
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"We're always focused on driving adoption with the users and making sure that they're getting value out of the tools. So that they come back the next day, and the day after that." - Nathan Steele
- Part 1 Customer first mentality to optimize revenue growth — Nathan Steele // Owler
- Part 2Fine line of personalization in the privacy age — Nathan Steele // Owler
Up Next:
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Part 1Customer first mentality to optimize revenue growth — Nathan Steele // Owler
Nathan Steele, Head of Customer Success at Owler, talks about building a customer-first strategy. Trying to make a great product for everyone is challenging, but something that Owler focuses on nonetheless. While it’s impossible to attend to every individual customer's needs, finding ways to drive the most value for them collectively drives revenue opportunities today and in the future. Today, Nathan discusses using a customer-first mentality to optimize revenue growth.
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Part 2Fine line of personalization in the privacy age — Nathan Steele // Owler
Nathan Steele, Head of Customer Success at Owler, talks about building a customer-first strategy. While almost everything in today’s world can be tracked, none of us want to create an experience that is overbearing and pushy. There's definitely a thin line between personalization and being creepy with data, and Owler seems to know where to draw it. Today, Nathan discusses the fine line of personalization in the privacy age.
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