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Brand new annual report on communicating with customers via email by Litmus. Lots of great takeaways for customer marketers. Check out my take and link to the report.
🎥 New Mixology Vidcast Alert! Just dropped our latest discussion on building a truly unified customer experience with @Shannon Howard!
In "Content 'Legos': Building a Unified Customer Experience," we dive into solving a challenge many of us face: bringing together content from Academy, Community, Knowledge Base, and Technical Documentation into one cohesive experience.
Key topics we cover:
• Federated search strategies to simplify content discovery
• AI-powered learner assistants for personalized delivery
• Maintaining cohesion and consistency across all platforms
Perfect watch if you're dealing with scattered content systems or want to level up your customer journey! We get into the nitty-gritty of seamless navigation, feedback integration, and building an ecosystem that actually works FOR your customers.
🔗 Watch here:
Question for the slackosphere: What's your biggest headache when it comes to unifying customer content? Drop your thoughts in the thread! 👇
CustomerSuccess #ContentMarketing #UserExperience #DigitalTransformation #LMS #SupportContent #FederatedSearch #ContentStrategy
We are on for Open Discussion @here
We have questions about UserEvidence and ReferenceEdge in no-vendors! Can you help?
I was at a ZoomInfo prospect/customer event yesterday and they sent me a feedback form after the event. Nice to see one of the questions was about becoming an advocate. Here's the quid pro quo with field marketing...we get you customer speakers and you ask this question in the follow-up.
Someone once shared a beautiful flywheel tracking customer marketing/advocacy involvement throughout the entire customer journey (awareness thru to renewal/expansion). Does anyone happen to have a version of this?
for those of you that are tracking a high volume of case studies/videos - what tool are you using to do this? asana? airtable? anyone want to share their set up?
Debriefs and postmortems after launching something. Whether you do them quarterly or after each project, just give some time to breathe in between, to celebrate, and to think about what learnings you can take away
I love the ideas listed above. One book recommendation (and I've turned to this book many times as a manager) is It's an easy read and would be powerful to read before you start your new gig.
I’ve heard of tools but you’d want to test them to see how you like the work.
I haven't done this before, but love the idea. From being an advocate before, a parting gift from a vendor that I'd appreciate would be something smaller branded alongside something larger unbranded. Branded notebook, more expensive pen. Branded apparel, gourmet foodie gift. Branded drinkware, higher value coffee/gift card. Etc. And I'll pile on the vote for a personalized/handwritten note!
These are all fantastic ideas! And <@U081QESDKS7>, good on you for thinking about it and asking!
To what @Emily Coleman said, I think the first 30-60 days are about listening—not just to the business problems to solve, but to the people solving them. What are people's strengths? How do they want to grow? How do they like to recognized and appreciated? What makes people tick? That goes a long way to building trust and motivation.
Something I love to do for team calls is also what I call "high fives." Just intentional time and space for people to share something great that someone else has done—whether they went above and beyond, ran a killer campaign, got a great response to outbound, etc. It starts off with high energy and helps people feel recognized for their contributions. As part of this, I also encourage the team to take a moment to leave praise in Lattice (our performance management system) so it's on record for people during review periods. It's a small, intentional practice, but it makes a huge impact on morale.
Read The Trust Edge 💙 trust me on this
@Janet I did a Pechakucha once! It was so much fun.
<@U081QESDKS7> I would suggest approaching new roles like a consultant. The first 30-60 days is all about listening and problem identification. I also suggest sharing early and often about what you're learning.
Our manager started with a Pechakucha exercise (essentially a photo collage) so all of us can get to know each other and our stories
She also opens each meeting with a conversation card
Dedicated deep work periods or one 'no meetings' day are a definite must! My last leader also had an engineering background, so we played lots of agile games as a team to do feedback / SWOT in a fun way.
Another previous leader also booked 30 min. intro coffee chats with everyone on the team so they could feel / understand his door was always open even though we were mostly remote.
For your team, you may want to do an exercise monthly where each person brings one thing they did great and one thing that failed as what they learned from that failure and you celebrate both -- the success and the fast learning you did from the thing that failed. That can help normalize experimentation. Good luck!
I re-read "The First 90 Days" before starting my prior role and that gave me some excellent guidance heading into a new leadership role.
We do not have a discussion topic for Friday... I'm thinking Open Discussion, but does anyone have a topic they'd like to bring?
I've used Gong transcripts to see if there are personal anecdotes around their interests. We found that one executive was really into tennis and identified a tennis bag that was high quality and trending. Had that monogrammed and then sent a branded insulated water jug for hot tennis days along with branded quick wicking tennis towels. And like Holly, definitely did a handwritten note in the package from the exec sponsor who was on the previous company's account.
Have you considered including a handwritten note from a member of your C-suite along with the swag? We've done this in the past with some of our enterprise clients, and while it may seem a bit old-fashioned, the personal touch has been incredibly well-received and really resonated with customers.
I've also done high-end gift baskets/shareables if they're big family folks.
Not sure of your budget but I've sent custom leather goods to executives--rocks glasses wrapped in leather with their initials on it, passport holders, sometimes dog leashes if we know that info. I worked with a company called Clayton & Crume. Really good stuff over there, not cheap, but good!
