Customer Experience

An important truth I’ve learned as a BDR.. There are no shortcuts when it comes to building relationships. You can’t automate trust. You can’t cold-call your way into a genuine connection. And you definitely can’t fake care. In pre-sales, people don’t remember the sequence you used or the pitch deck you shared. They remember how you made them feel. The best conversations I’ve had weren’t about our product at all. They were discussing their challenges, goals, and even their frustrations with how things are done today. A few ways that helped me build trust are: 1. Respect “no” as much as “yes.” If someone isn’t ready, don’t push. Acknowledge it, ask when a better time might be, and leave the door open. That respect often brings them back later. 2. Stay consistent post-demo. Many BDRs disappear once the AE takes over. Staying engaged, even with a quick note, proves you care about the relationship. 3. Ask permission before diving in. “Do you mind if I share a quick observation about the industry/role?” This small gesture shows respect and makes the prospect more receptive. And over time, I’ve realized this: The real win in pre-sales isn’t getting someone to sign a demo. It’s getting someone to trust you enough to listen again. There are no shortcuts here, only consistency, patience, and empathy. I'm curious to hear from other BDRs and sales professionals. What’s your biggest lesson about building trust in pre-sales? 🤔

Introducing Data Renaissance – a new monthly release spotlighting the data transformation shaping the Middle East. From semantic search in Arabic to digital sovereignty, smart governance, and AI-ready infrastructure, we explore how countries like Saudi Arabia, UAE, and Qatar are building trusted, connected data ecosystems. In this first issue: 🔹 The rise of semantic infrastructure 🔹 Insights from UAE’s Chief Data Officer 🔹 Qatar’s national data fabric initiative 🔹 How SemantiQHub is bringing frameworks like the Data Trinity to life 💬 Got a story to share? Reach out to Masood Alam 💡 #DataRenaissance #MiddleEast #SmartGovernment #SemanticAI #DataGovernance #KnowledgeGraphs #SemantiQHub

Three months ago, my neighbor asked me something that stopped me cold: "Would you really let a random person into your house to fix your AC or give your wife a facial?" Fair question. Yet Urban Company has convinced millions of Indians to do exactly that—over 100 million service bookings and counting. I started digging into how they cracked the trust code for in-home services, and what I found isn't just smart business—it's a masterclass in engineering confidence at scale. Here's their playbook: 1) They made freelancers feel like employees While other platforms just connect you with random gig workers, Urban Company built 100+ training centers. Every beautician, plumber, and technician goes through their program first. You're not hiring a stranger—you're hiring someone they trained. 2) They control what touches your skin UC doesn't let service partners bring random products from home. They provide the equipment, the facial creams, the repair tools—everything. One less thing to worry about when someone's working in your bedroom. 3) They turned ratings into a tier system Instead of just showing 4.2 stars, they created "Classic," "Premium," and "Top-rated" tiers. Now you can actually choose: do I want the cheapest option or the best-reviewed one? The psychology is brilliant. 4) They eliminated the "where are they?" anxiety Real-time tracking with partner photos and ETAs. You know exactly who's coming and when. No more sitting by the window wondering if your AC repair guy forgot about you. 5) They took full ownership This is the big one. UC doesn't just facilitate—they control onboarding, training, tools, and even dispute resolution. You're not dealing with a marketplace; you're dealing with Urban Company. The insight: They didn't solve a technology problem. They solved a psychology problem. In-home services aren't about convenience—they're about trust. And trust can't be built with an app interface alone. What other companies have you seen that prioritize trust-building over feature-building in their GTM approach?

Your customer journey map is missing the 8 touchpoints that matter most. You've optimised your ads, polished your landing pages, and A/B tested your emails to death. But whilst you've been obsessing over the obvious touchpoints, your customers have been forming opinions about your brand in places you've completely overlooked. These hidden moments of truth determine whether customers stick around or silently disappear. The good news? Your competitors are probably ignoring them too. 1. Pre-awareness Influences • What it is: Social conversations & word-of-mouth before formal brand discovery • Why it's missed: Difficult to track & attribute • Optimisation tip: Create shareable content specifically designed for peer-to-peer sharing • Impact potential: ⭐⭐⭐⭐ 2. Post-Purchase Onboarding • What it is: The critical first 24-48 hours after purchase when buyers seek validation • Why it's missed: Teams focus on acquisition, not retention • Optimisation tip: Create "success accelerator" emails with usage instructions • Impact potential: ⭐⭐⭐⭐⭐ 3. Product Documentation • What it is: Help guides, FAQs, & support materials • Why it's missed: Often delegated to technical teams without marketing input • Optimisation tip: Inject brand personality into help documentation • Impact potential: ⭐⭐⭐ 4. Customer Support Interactions • What it is: The conversations with service teams that shape perception • Why it's missed: Viewed as cost center, not marketing opportunity • Optimisation tip: Create scripts that highlight complementary products/features • Impact potential: ⭐⭐⭐⭐ 5. Digital "Dead Ends" • What it is: 404 pages, out-of-stock notifications, & other negative pathways • Why it's missed: Seen as technical errors, not opportunities • Optimisation tip: Transform dead ends into discovery points with recommendations • Impact potential: ⭐⭐⭐ 6. Transaction Confirmations • What it is: Receipts, shipping notifications, & order confirmations • Why it's missed: Treated as operational communications only • Optimisation tip: Include personalised next-best action recommendations • Impact potential: ⭐⭐⭐⭐ 7. Post-Usage Check-ins • What it is: The period after customer has used your product for intended purpose • Why it's missed: Customer journey maps often end at purchase or initial use • Optimisation tip: Create timely follow-ups based on typical usage patterns • Impact potential: ⭐⭐⭐⭐⭐ 8. Community Participation • What it is: Customer-to-customer interactions in forums & social spaces • Why it's missed: Difficult to scale & often understaffed • Optimisation tip: Identify & empower customer advocates within communities • Impact potential: ⭐⭐⭐⭐ Your marketing doesn't end where your analytics dashboard stops tracking. The brands that will win tomorrow are already investing in these invisible touchpoints today. Which one will you optimise first? ♻️ Found this helpful? Repost to share with your network.  ⚡ Want more content like this? Hit follow Maya Moufarek.

🎥 𝗥𝗼𝗯𝗹𝗼𝘅: 𝗣𝗵𝘆𝘀𝗶𝗰𝗮𝗹-𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗙𝘂𝘀𝗶𝗼𝗻 𝗶𝗻 𝗘-𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗮𝗻𝗱 𝗔𝗱𝘃𝗲𝗿𝘁𝗶𝘀𝗶𝗻𝗴 Roblox's latest move is a game-changer for the retail and fashion sectors. With 216M users with an average spending of 12$ per day, brands and retailers are partnering with the gaming platform to capture and engage new audiences. I remember in an Amazon meeting almost 3 years ago, we were discussing the gamification advertising strategy and today is gaining presence in the industry. 🚀 Interactive Advertising: Video ads now join the traditional static images on Roblox, with options for autoplay or click-to-play. This increases engagement and visibility for your brand in a dynamic, interactive environment. Roblox has expanded access to this immersive format to all advertisers, making it easier to connect with the platform’s large Gen Z audience. 👗 Fashion Forward: Brands like HUGO BOSS and E.L.F. BEAUTY are early adopters. Imagine your latest collection showcased in a virtual world, enhancing brand presence among a tech-savvy, younger audience. 💼 Sophisticated Targeting: Roblox’s Ads Manager allows precise targeting, from audience demographics to engagement goals. This tool supports refined strategies for heightened brand awareness and interaction. 📊 Enhanced Measurement: Partnerships with IAS SOFTWARE and Kantar bring advanced metrics like 3D in-experience viewability and brand lift studies. Measure ad impact with precision in a bustling digital landscape. 💡 Innovative Revenue Streams: Video ads provide a new revenue channel for developers and advertisers alike, diversifying how brands monetize their online presence. 🛒 Retail in Roblox: With Walmart launching sales of physical products in Roblox, the lines between virtual advertising and real-world sales are blurring. The Walmart Discovered experience allows users to buy real-life products directly through a virtual interface, mimicking the traditional online shopping experience in an #immersive digital environment. 🖥️ Innovative User Interface: Shoppers interact with a virtual laptop inside Roblox, seamlessly shopping on Walmart.com, blending digital convenience with real-world service. 🛒 Virtual Preview, Real Purchase: Players can try virtual versions of products like stylish bags and tech accessories, then order them to their homes, linking virtual activities with tangible outcomes. 🌟 Vision for Future Growth: These initiatives reflect Roblox’s ambition to transition from a gaming platform to a comprehensive digital ecosystem, potentially modeling future digital platforms’ approach to integrating commerce and advertising. 💬 What’s Next? As Roblox explores programmatic buying and more robust ad measurement, how can your brand leverage these tools for innovative marketing strategies? #RobloxAds #DigitalMarketing #FashionTech #RetailInnovation #BrandEngagement LinkedIn News Europe 𝘗𝘪𝘤𝘵𝘶𝘳𝘦 𝘤𝘳𝘦𝘥𝘪𝘵𝘴: 𝘙𝘰𝘣𝘭𝘰𝘹

Over 70% of motorsport fans engage with content online every week. Yet, most sponsorships still rely on old-school tactics—logos, banners, and press releases. No surprise that many deals fail to deliver long-term value. The problem? Most sponsors focus on impressions instead of conversations. This means they miss out on: ❌ Real fan engagement ❌ Brand loyalty ❌ Long-term partnerships The result? Brands spend millions on sponsorships but fail to create a real impact. Fans forget them, deals don’t renew, and ROI stays low. How do we fix this? Make sponsorships interactive. The best activations create a two-way conversation. Here’s how: 🔹 Turn branding into fan experiences. Host meet-and-greets, digital contests, or interactive content to keep fans involved. 🔹 Tell stories, not just sign deals. Show why the sponsorship matters and how it impacts the sport. 🔹 Stay active after race day. Use social media to keep fans engaged with behind-the-scenes content, fan interactions, and exclusive access. 🔹 Get sponsorship execs involved. Thought leadership builds credibility and sparks conversations, and sponsorships should do more than just provide exposure. Bonus: Go Direct with Digital Engagement 📩 Email conversations: Instead of generic updates, involve fans and stakeholders in the conversation to create real engagement. Take 30 days to rethink your sponsorship strategy. You’ll see: ✅ Higher engagement ✅ Stronger fan loyalty ✅ More long-term partnerships Sponsorship is about being part of the culture and conversation. What’s one motorsport sponsorship activation that truly engaged you?

𝗧𝗵𝗶𝘀 𝗜𝘀𝗻'𝘁 𝗠𝘆 𝗣𝗿𝗼𝗯𝗹𝗲𝗺. I can never forget hearing those words from a key supplier early in my procurement career. We had a product delivery issue, and their response was blunt. The impact was not just the cost 💰 But reputational damage and a lot of operational chaos. At that time, I thought Why is this happening? But looking back now, after 16 years in procurement I see the root cause clearly: A Fractured Supplier Relationship. 𝗛𝗲𝗿𝗲’𝘀 𝘁𝗵𝗲 𝘀𝘁𝗼𝗿𝘆: Years ago, I worked on a resourcing project Where we sourced with a supplier solely based on pricing due to cost pressure. Communication was minimal, expectations weren’t formally aligned, and trust was non-existent. When challenges arose (and they always do) Instead of collaborating on solutions, it became a blame game. 𝗧𝗵𝗲 𝗜𝗺𝗽𝗮𝗰𝘁? 🚨 Delayed timelines and threat to customer line supportability. 💸 Expedited Premium freight costs that wiped out our “savings.” 🛠️ Resources diverted to firefighting instead of innovate. 💡 𝗪𝗵𝗮𝘁 𝗜’𝘃𝗲 𝗟𝗲𝗮𝗿𝗻𝗲𝗱: That experience taught me the hidden costs of poor supplier relationships: ➡️ Lost Agility: Without trust, suppliers are less willing to adapt during crises. ➡️ Higher Total Cost: Low price doesn’t mean low cost. ➡️ Missed Innovation: Strong suppliers often bring ideas to the table, but only when they feel valued. Now I’ve shifted my focus from just negotiating contracts to building partnerships. 𝗧𝗵𝗶𝘀 𝗶𝗻𝗰𝗹𝘂𝗱𝗲𝘀: 💎 Investing time in supplier development. 💎Ensuring open communication channels. 💎Recognizing their wins as much as ours. Today, my best supplier relationships feel more like strategic alliances. When problems arise, we tackle them together because trust has already been built. 🚀 𝗠𝘆 𝗔𝗱𝘃𝗶𝗰𝗲: Whether you’re in procurement or supply chain, don’t overlook the power of relationships. They aren’t just suppliers; they are your partners in success. 📢 Have you ever faced hidden costs from poor supplier relationships? How did you turn it around?

🚀 How I Found My Coaching Niche (And How a Network Audit Changed Everything!) When I started coaching, I had a big question looming over me: 💭 What’s my niche? 💭 Where do I truly belong? 💭 How do I know if I’ve chosen the right space? I tried different areas—leadership, mental fitness, executive presence—learning from each. But the uncertainty lingered. I didn’t just want to pick a niche blindly. I wanted clarity, confidence, and confirmation that I was in the right place. That’s when I did something different: I ran a network audit. (Yes, I audited my own network. Old habits die hard! 😆) And let me tell you—this changed everything. 🔍 My 5-Step Network Audit Approach Instead of guessing my way into a niche, I got data-driven proof that I was already thriving in a particular space. Here’s what I did: 1️⃣ Mapped My Network – Listed everyone I had built strong professional relationships with—colleagues, clients, mentors, and community members. 2️⃣ Identified My Passion and Strength Areas – Where did I have the most credibility? Who already saw me as a thought leader? What did I love doing? 3️⃣ Segmented for Opportunities – Grouped people based on engagement, referrals, and where coaching conversations naturally emerged. 4️⃣ Assessed Gaps & Growth Areas – Where was I lacking visibility? Where could I deepen my impact? 5️⃣ Validated My Niche Through Conversations – I reached out, listened, and asked: What coaching support do you truly need? 👉 And guess what? The answer was right in front of me. I was already operating in the leadership and executive coaching space, especially with finance, audit, and risk professionals. But here’s the biggest realization: 💡 No matter what niche I chose, at the heart of it, I would always be coaching humans—not just executives, but people dealing with imposter syndrome, balance, confidence, and alignment. A mentor told me something that truly liberated me: "Whichever niche you choose, people will always bring human challenges to the coaching conversation. It’s never just about the role—it’s about the person." The Moment Everything Clicked 🌟 I wasn’t just picking a niche. 🌟 I was finding a place where my strengths, my connections, and my deeper passion for human transformation all came together. 🌟 This niche wasn’t limiting me—it was expanding me. ✨ Now, I coach with clarity and confidence, knowing that I am exactly where I’m meant to be. 💡 If you’re struggling to define your niche, don’t just reflect—audit your network. You might be sitting on the answer without realizing it! Curious to see how I landed on my niche? Check out my full conversation here: 🎥 https://lnkd.in/dGqqNm3p 🚀 Have you ever done a network audit to refine your niche? Drop a comment and share your insights! Let’s talk. 👇 #Coaching #Leadership #FindingYourNiche #PersonalGrowth #ExecutiveCoaching #NetworkAudit #CareerClarity

𝐎𝐧𝐞 𝐥𝐞𝐬𝐬𝐨𝐧 𝐦𝐲 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐚 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐭𝐞𝐚𝐦 𝐭𝐚𝐮𝐠𝐡𝐭 𝐦𝐞 𝐚𝐛𝐨𝐮𝐭 𝐔𝐒 𝐜𝐨𝐧𝐬𝐮𝐦𝐞𝐫𝐬: Convenience sounds like a win… But in reality—control builds the trust that scales. 𝐋𝐞𝐭 𝐦𝐞 𝐞𝐱𝐩𝐥𝐚𝐢𝐧 👇 We were working on improving product adoption for a US-based platform. Most founders would instinctively look at cutting down clicks and removing steps in the onboarding journey. Faster = Better, right? That’s what we thought too—until real usage patterns showed us something very different. Instead of shortening the journey, we tried something counterintuitive: -We added more decision points -Let the user customize their flow -Gave options to manually choose settings instead of setting defaults And guess what? Conversion rates went up. Engagement improved. And most importantly—user trust deepened. 𝐇𝐞𝐫𝐞’𝐬 𝐰𝐡𝐚𝐭 𝐈 𝐫𝐞𝐚𝐥𝐢𝐬𝐞𝐝: You can design a sleek 2-click journey…  …but if the user doesn’t feel in control, they hesitate. Especially in the US market, where data privacy and digital autonomy are hot-button issues—transparency and control win. 𝐒𝐨𝐦𝐞 𝐞𝐱𝐚𝐦𝐩𝐥𝐞𝐬 𝐭𝐡𝐚𝐭 𝐬𝐭𝐨𝐨𝐝 𝐨𝐮𝐭 𝐭𝐨 𝐦𝐞: → People often disable auto-fill just to manually type things in.  → They skip quick recommendations to do their own comparisons.  → Features that auto-execute without explicit confirmation? Often uninstalled. 💡 Why? It’s not inefficiency. It’s digital self-preservation. It’s a mindset of: “Don’t decide for me. Let me drive.” And I’ve seen this mistake firsthand: One client rolled out a smart automation feature that quietly activated behind the scenes. Instead of delighting users, it alienated 15–20% of their base. Because the perception was: "You took control without asking." On the other hand, platforms that use clear confirmation prompts (“Are you sure?”, “Review before submitting”, toggles, etc.)—those build long-term trust. That’s the real game. Here’s what I now recommend to every tech founder building for the US market: -Don’t just optimize for frictionless onboarding. -Optimize for visible control. -Add micro-trust signals like “No hidden fees,” “You can edit this later,” and clear toggles. -Let the user feel in charge at every key point. Because trust isn’t built by speed. It’s built by respecting the user’s right to decide. If you’re a tech founder or product owner: Stop assuming speed is everything. Start building systems that say, “You’re in control.” That’s what creates adoption that sticks. What’s your experience with this? Would love to hear in the comments. 👇 #ProductDesign #UserExperience #TrustByDesign #TechForUSMarket #DigitalAutonomy #businesscoach #coachishleenkaur Linkedin News LinkedIn News India LinkedIN for small businesses