Above The Fold Episode 56 | The Secret Behind Building Brands with CX Data featuring Lindsay Kolinsky
Apr 17, 2025
Lindsay Kolinsky, Director of Marketing at Okendo, shares her insights on the often-overlooked aspects of customer engagement. She discusses why reviews are just the starting point and emphasizes the power of micro-surveys for actionable feedback. Lindsay highlights the importance of personalization feeling more like a vibe than a tactic and sheds light on underutilized metrics like NPS in e-commerce. With practical tips on fostering community and turning customers into super fans, this conversation is a must-listen for brand builders!
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Episode notes
Early Customer Surveys Are Crucial
- Survey customers early to understand their motivations and preferences.
- Use this data to target similar segments efficiently and save early marketing spend.
Leverage NPS for E-Commerce
- Use NPS regularly for e-commerce to gauge customer sentiment quickly.
- Segment promoters for referrals and detractors for outreach to improve loyalty.
NPS Prompt Triggered CEO Follow-Up
- Lindsay rated an NPS zero due to frustration, triggering a CEO follow-up.
- This showed how automation can personalize customer care and reveal root issues.