When you get on a website and read a wall of customer testimonials that gush with nothing but praise, it’s not surprising if your first reactions are skepticism or suspicion.

Happy, successful customers are the lifeblood of any business. They’re what transforms your growth from a funnel into a flywheel. You can create happy customers, but to do it you have to truly understand them and how they think about you.So how do you know what they’re thinking? You have to ask!My name is Michael Redbord, and I helped bu…

Most companies are surprised to discover that the vast majority of their users have never actually used their product. Not even once.I am Will Egan, CMO at Ausmed, and designing high-converting customer experiences is my daily job. In my experience, low product usage, poor retention rates, weak referral, and low revenue growth can all be…

When I started my career in sales, I found myself surrounded by people who were always obsessed with something: competitors, market trends, industry best practices. Some would keep constant track of who else was selling what, and how much of it; others would go to great lengths to steal clients from the competition. We’d have weekly meet…

What do you do when your website is not converting, your product is not working, and people are leaving you? How do you find out what’s wrong—so you can fix it?Companies and leaders who deliver outstanding experiences for their website visitors and users know something you might not: that customer feedback is the number one driver to cre…

Developing an accurate picture of your customers doesn’t need to cost you large amounts of money and effort. There’s a time and a place for specialized tools, in-depth interviews, and complex datasets; but you can also do a lot with little, and simply asking your customers three questions should give you a clear enough idea of who you’re…

When you set out to improve conversion rates, where do you focus your attention? Do you obsess over the visitors who leave your website without buying?Hotjar Founder and CEO David Darmanin made that mistake for years—but when he switched his focus and started looking at the users who did convert, he saw real results.

At Hotjar we don’t want to be just another company who claims they are ‘customer-centric’ without putting in any of the (hard) work required.In our quest to learn from the best, we recently turned to Bill Macaitis (former marketing executive for Slack, Zendesk, and Salesforce) for inspiration and guidance on what he’s learned about custo…