In addition to our first takeaway from the 2024 Syncly Customer Tour, we’d like to share more, now with video testimonials from our customers.

Insight is only as good as the action it drives.

Take Nansen, for example—a company widely regarded as one of the best on-chain data platforms for crypto investors. What’s their secret? It’s not just about gathering data; it’s about their relentless commitment to a user-centric product experience and prioritization.

From his interview, Charlie Kavanagh from Nansen mentions how adopting Syncly has allowed Nansen take a look at the bigger picture of what the customer feedback were saying, and translating them into much more actionable items that could fit into their roadmapping or priority process. Not to mention that this enabled them to reduce their cost by minimizing the number of people and the amount of time needed to review feedback line by line.

Lessons from Nansen’s Success

What Charlie stated during the interview demonstrates that the Nansen team is a prime example of how proactive customer feedback practices can transform a product.

Here’s how they make it happen:

• Clarifying Priorities: Identifying exactly what needs to be done to improve product experience.

• Speeding Up Feedback Loops: Reducing the time it takes to act on feedback and deliver changes.

• Validating with Data: Using real-time data from multiple sources to prioritize effectively.

Their approach turns customer insights into tangible actions, fueling their success.

At Syncly, we’re on a similar mission. By enabling teams to harness customer feedback, our platform drives efficiency and empowers teams to make proactive, data-informed decisions.

The "Moneyball Moment" for Customer Experience

During our customer tour, we saw this truth repeatedly validated: delivering exceptional customer experiences is about much more than improving NPS or CSAT scores.

This is the Moneyball moment for customer experience:

• You need a holistic understanding of your customers’ pain points.

• You must proactively resolve issues before they spiral into irreparable damage.

A Tailored Experience at Scale

For inspiration, look no further than Tyler Infelise, Co-Founder & VP of Product at Belong, an Andreessen Horowitz-backed proptech startup. Tyler’s team demonstrates how to deliver a unique, personalized experience to every customer—at scale.

Our interview with him during the tour reinforced a vital message: it’s not enough to listen to your customers. You need to act swiftly and decisively to turn their feedback into exceptional outcomes.

Tyler mentions in the interview that Belong started using Syncly to gather customer sentiment data that traditional metrics, such as CSAT or NPS, could not capture. They quickly began using this data to give each team member context for their conversations and to customize the overall customer experience based on the insights provided by Syncly.

Conclusion

As we mentioned in the first post, this trip was truly a challenging one,but we are confident that every minute spent on this tour was worth it.

A couple of months have passed since we completed the tour, but we are still working on incorporating all the lessons learned into our team's workflow.

Curious about the results? Join us as our customer and find out! 🚀