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How relying on customer surveys led us astray—and what we learned by focusing on user actions.
We made a rap video for a financial company and it worked!
How testing and playing it safe just lost us time and money and how a good recipe allowed us to get 2 brands to reach top3 positions in a very highly competitive financial industry!
We set up a new process in the call centre and didn't do a great job in setting a proper bonus scheme and quality standards. As a results our agents were inviting warm leads to cancel their applications instead of trying to convert them.
We couldn't improve our outbound sales agent performance from 8.5% to 10% and we couldn't afford overpaying our agents so we increased the base salary by 333% while keeping overall cost in place and it worked!
Small trick that I used to increase email open rate by 900%.
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