“The CEO is oftentimes the chief brand conveyor. So if that means that your CEO is recording the videos instead of your customer service rep, then perhaps for a smaller company, that's a good way to go.”
quote is from the automated transcript, cleaned for reading:
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More from Allison Hartsoe
Insight
Hartsoe: Referral programs should target only high-value, satisfied customer tiers
“Instead, a referral should be a very targeted strategy Where you're looking at your gold or platinum customers, the ones who have already demonstrated that you are a fit. There's product market fit. They love your product. They're advocating for it. Things lik…”
Allison HartsoeFeb 24, 2021▶ 15:13The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
Opinion
Hartsoe: Investors often lack alignment with companies' long-term interests
“So this always irritates me that investors are not always aligned with the best interests of their companies and smart CEOs, I think are getting the message now and are a little bit better about pushing back with how they know their businesses should grow.”
Allison HartsoeFeb 24, 2021▶ 21:45The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
Insight
Hartsoe: Middle-tier customers are the best segment for increasing customer value
“Now in some cases you can sell more to high value customers, but the sweet spot is the middle. The medium highs, which we sometimes call gold, And the medium lows, which we sometimes call iron. Those two tiers are where people have come in and purchased and ma…”
Allison HartsoeFeb 24, 2021▶ 6:47The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
Insight
Hartsoe: Broad customer acquisition damages company valuation by lowering retention
“If you are casting a wide net, whether it's through referrals or through other marketing channels, then you may not be picking up the best fish, and that will hurt your valuation in the long run because it looks like you can't hold a customer.”
Allison HartsoeFeb 24, 2021▶ 14:56The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
Insight
Hartsoe: High user engagement can indicate customer confusion rather than satisfaction
“If you don't know the CLV, then sometimes you can use an engagement as a proxy for how much somebody is interested in embedded in your system that has pros and cons to it. So for example, if I were heavily spending a lot of time in your systems, That doesn't n…”
Allison HartsoeFeb 24, 2021▶ 18:32The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
Insight
Hartsoe: Startups must identify long-term customer value to avoid Blue Apron's fate
“As a business gains a foothold and starts to get traction, you should very quickly move into a clearer quantitative strategy that tells you where the long-term value is. It's critical because if you don't know where your long-term value is, then you stand in a…”
Allison HartsoeFeb 24, 2021▶ 19:46The Sunshine Rule: The Hidden Test Every CEO Should Run on Their Data
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