Improving Customer Experiences with Claudia Zúñiga, Customer Experience Manager at Jungle Scout
- E93
- 48:55
- November 29th 2021
Claudia Zúñiga is the manager of customer experience at Jungle Scout, the leading all-in-one platform that helps entrepreneurs sell on Amazon. In this episode, she shares the lessons the company learned during its transition from sales-led to product-led. She also answers questions from the audience, weighing in on different scenarios like what to do if you have a low acquisition-to-activation rate and how to get new users without paid ads.
Show Notes
[02:20] A little bit about Claudia and Jungle Scout
[07:55] Put your product at the center of the customer experience, help your users help themselves, and be data-driven
[12:52] On building bridges, cultivating relationships, and the importance of research
[16:52] What Jungle Scout’s onboarding experience was like then versus now
[20:08] How to activate free trial users
[22:30] Some of the tools that Jungle Scout uses
[26:38] Try to understand the different customer types
[31:20] How Claudia and her team got the organization and stakeholders onboard with the product-led approach
[35:18] On Jungle Scout’s plans to release a new freemium product
[37:05] What you can do if you have a low acquisition-to-activation rate
[42:35] How to get new users without paid ads
About Claudia Zúñiga
Claudia Zúñiga is used to working under pressure in the high-paced SaaS industry. She likes finding the best resolution by applying creative problem-solving based on data-driven insights with a customer-centric mindset and approach.
Claudia is always interested in learning new things so she is constantly looking for new webinars and online courses—especially those that cover product creation, graphic and web design, usability, data, and analytics.
Links
Product-Led Growth Slack Community
Books
Product-Led Growth: How to Build a Product That Sells Itself by Wes Bush
Profile
ProductLed Podcast
The ProductLed Podcast is a weekly interview series with both product-led growth leaders and practitioners who have real knowledge to share on what it takes to use their product to grow a business.