Customer Love: How To Cultivate A Happily Ever After With Your Clients

If you ask any of my Contentsquare colleagues how many clients we have going into the new year, most of them will reply, without a second’s hesitation: 600.

And they’re right: we did wrap up 2019 (our most ambitious yet in terms of new business) with a portfolio of 600 leading global brands. 

But because we love numbers so much at Contentsquare — and because it’s almost Valentine’s day — let me share with you a much more exciting number: 12,000.

That’s the number of people behind those 600 logos who use our solution as part of the work they do every day. In other words, 12,000 individual relationships to nurture and sustain, or, if we’re being really ambitious (and we are), 12,000 reasons to keep the spark alive every day. Of course, these are business relationships, but they are still first and foremost human relationships. Some examples:

I could keep going, but that is not the point. Let us focus instead on what really is at stake, here: how to create, improve, and renew meaningful engagement for these 12,000 users of our solution. If the answer seems obvious, that’s because it is. Yes, it’s true, for B2B as for B2C, the cornerstone of sustained customer engagement is (drumroll) a good experience — and ideally differentiated, experience.

One of the foundational pillars of a good experience is LISTENING to your customers. (which is an essential element of another one of our core values: Team Spirit). At Contentsquare we make listening to our customers a priority — we are constantly collecting feedback on our product and roadmap through individual or group sessions, we ask our clients what features they want us to prioritize, and we ask them to weigh in on our product positioning strategy. In fact, our clients are involved in every aspect of our growth; from the development of new functionalities to the strategic vision of the company. We believe alignment with our customers is crucial to our innovation agenda and future as a company.

The second pillar is CONNECTING our customers with their peer-based community. The most visible representation of this is our very active client community. Many of our clients will tell you they really enjoy and look forward to these recurring meet-ups and clubs, which are a chance for them to share use cases and best practices, or quiz their peers about the solutions that work for them and the challenges inherent to their industry. 

The last pillar, ENGAGING, is also how we measure the success of our customer experience. Our most engaged clients are true brand ambassadors and sponsors, and you’ll often find them speaking alongside our CX-perts at conferences. They’re very giving of their time, they recommend us to their peers… with enthusiasm.

The last thing I’ll say about customer engagement is that it starts with every team being engaged with customers and their mission to create better experiences for their customers. Whatever our department, country, office, or role, customer experience touches each and every one of us and we all need to be — if not obsessed — deeply committed to delivering excellence in this regard. 

Of course, no one is perfect and it’s important to remember: a good relationship is one that evolves, as each party changes and understands each other better. So yes, we will continue to challenge ourselves to keep listening, keep growing and keep improving to always be the best partner our clients need us to be, and in doing so, to keep the spark alive. 🙂

With love,

Sonia

RSVP at [email protected]

 

 

 

Superstars and Software: Highlights from our 2020 Worldwide Kickoff

Last year’s annual team retreat was already off the charts, but this year’s Worldwide Kickoff exceeded our wildest expectations. First off, this commencement was double the size of last year’s (580 people!), coalescing workers old and new, including those from our vitalizing acquisition of 2019.

Our lively lot metaphorically set sail to the company’s country of origin: France. After briefly staying at the very first Contentsquare office (in Paris), we sojourned on the Lac d’Ailette, in the heart of the French countryside to the northeast of Paris.

Secondly, we stayed true to our work ethic of working hard and playing hard, with jam-packed days of games and parties, balanced by meetings and workshops. Lastly, WWKO 2020 was a memorable event; for some, it was a fresh dive into the world of Contentsquare, for others, it was a chance to reconnect with the growing force that is our team.

We spoke with our team members from across the globe to get their perspective on this year’s kickoff.

Worldwide Kickoff 2020: Best Moments & Other Reflections

“The 2020 WWKO was amazing, the atmosphere of our close to 600 employees arriving from all countries was outstanding! I am sure we managed to provide them with the full update on where the company is, how we ended 2019 and our plans for 2020 and the years ahead.”
– Shlomi Hagai, Global CFO, Israel

“Kickoff was a really cool opportunity to get the US, French, and Israeli support team members together in the same room for the first time.”
– Steven Rayl, Support Engineer, Customer Support, US West Coast

“This was my first year at the Contentsquare WWKO and it was insane, very well organised you can tell how much hard work had been put in to get it put together. I have never experienced anything like the hype and camaraderie on the first day. It makes you very proud to work for a company that is doing great things but still cares and looks after the employees.” –
– Daniella Sykes, Sales Development Representative, UK

“My favorite moment was when we saw the brand video about the teams during the keynote presentation. It was so impressive, it gave me thrills. You really feel you’re part of one family. It’s so important because it’s part of our DNA.”
– Julien Crevel, Customer Success Manager, Paris

“WWKO 2020 was a great way to connect with team members that you Slack every day but don’t get to see in person. The same way that I love meeting clients in person so that they feel understood and heard, I really enjoyed meeting and seeing the rest of the global team during our team breakouts.”
– Monique Fan, Product Experience Manager, New York

“WWKO 2020 was a great opportunity to finally meet in person a lot of the people I’ve been interacting with from the different teams and locales.
– Sergei Shenderovich, Senior Technical Solution Architect in Sales Excellence, Israel

 

CEO Jonathan Cherki and CFO Shlomi Hagai were all smiles as they took the stage at WWKO 2020


“My favorite moment in WWKO 2020  has got to be riding the inflatable unicorn in the ball pit… my 6-year-old self came back out and had a blast! On a more serious note, it was great to hear about the company’s vision and where we’re headed, especially sinceI’m new to the business.
– Louise Duseigneur, Customer Success Manager, UK

“WWKO 2020 is, with Hackathon, definitely one of the highlights of the year for me. It somehow managed to keep a small startup atmosphere while constantly improving the level and quality of the event throughout the years.
– Antoine Auffret, Lead Customer Success Manager, Paris

“This WWKO 2020 was definitely one of my top three kickoffs. I’m so glad to see that after 8 years at Contentsquare, we are able to go beyond ourselves and make it even better!
– Fanny Pourcenoux, Head of Global Design, Paris

“My first WWKO at Contentsquare, and I am blown away! I’ve been to kickoff events with some of the biggest SaaS companies in the US, and they don’t even come close to capturing the energy and connection at the Contentsquare WWKO.”
– Derek Webb, VP New Business East Coast in Sales North America, New York

 

Some of our team members striking poses during a WWKO 2020 party.


“On the heels of what we’ve done last year with the two acquisitions and amazing growth, I think this WWKO 2020 contributed to building trust, the vision of the company, sharing enthusiasm, encouraging communication, and increasing collaboration.”
– Joaquim De Sa Alves, Chief Financial Officer, Paris

“Overall it was a very fulfilling experience interacting with teams across the organization and “visualizing” who is who and the organizational structure. Another would be the Customer panel sharing insights into how they are using and benefiting from Contentsquare.”
– Jace Dicker, Sales Director in Sales North America, US East Coast, New Business North America – West

“This was my 3rd WWKO and easily the best one yet. We upped the ante in every aspect; the content, the strategy, the presenters, the client involvement, the location, the atmosphere, the parties, the food…?!”
– Gareth Drabble, Head of Customer Success, Northern Europe, UK

“This WWKO has been just great! It truly embraced our values of team-building and enthusiasm, bringing together people from around the world, who have worked hard and proven their value to the business for an entire year, to have fun and build memories together during these wild 3 days.”
– Alessandro Boschi, Inside Sales Executive – Italian Market, Paris

 

Pierre Casanova, our Chief Revenue Officer delivers a speech to all attendees of the Kickoff.

 

“The first day of WWKO 2020 was also my first day at Contentsquare. To me, it was incredible to see how the company is sticking together, how each individual is following the same goal (to make Contentsquare great) and how transparent and honest the management team is with regards to the current situation and vision of Contentsquare.”
– Benjamin Gruber, Sales Executive in Sales Europe + ROW, Denmark

“Those three days of kickoff were awesome. Lots of great announcements and reflections to celebrate our common successes and ambitions. The parties were just crazy, with a ton of epic costumes and people full of energy and enthusiasm. It was impressive to see so many people from different cultures and countries, often meeting for the first time, working, chilling and having fun as one.”
– Fanny Rousell, Innovation Project Manager in Product, Paris

“This Kickoff was an amazing experience which started from booking half of the plane, and flying all together – the journey to the venue itself was an exciting experience since our drive from the office took 3.5 hours. The venue looked great, with stunning views, a cool countryside atmosphere and stunning sunsets.”
– Daniel Kanevsky, DevOps Engineer in R&D, Israel

“I joined the company back in June 2019, so this was my first WWKO. It was a great experience for many reasons. It gave me the chance to get to know my London colleagues better, but also connect with people across the organization, especially the people in SDR from different regions. I really found the presentations interesting and motivational — to see how the company is doing, and what to look forward to in the future!”
– Gabriel Andersson, Inside Sales Intern Nordics, UK

“ The WWKO was a brilliant and rare opportunity to spend time with employees from all around the world, build relationships that cross oceans and help us work together as one giant team — we are incredibly fortunate to be part of such a global and diverse organization and that deserves to be celebrated!”
– Kirsty Champion, Customer Success Manager, UK

“I’ve been attending kickoffs in 5 different companies almost every year for 20 years. The 2020 WWKO at Contentsquare was, without any doubt, the best I’ve ever attended. I’m a newbie and I really felt that I’m part of an awesome team in an amazing company. I loved Jon’s presentation about our history and where we come from.”
– Pierre Bancelin, Product Marketing Manager in Product, Paris

 

Celebrating some of the winners of our WWKO Yearly Awards


“The music, the words, the pictures have strengthened the sense of belonging to the Contentsquare family. We are big, unique, professional and the presentations were very clear at the same time. Best kickoff ever.”
– Frederic Kingue Johnson, VP Sales Western Europe, Paris

“The 2020 Kickoff was my first at Contentsquare but definitely not my last. Kickoff is not just a word. It’s a statement. It’s the embodiment of team building, team spirit and of course, lots of fun. It’s the perfect opportunity for the Contentsquare family to get together, share ideas, philosophies and opinions. It’s unique. it’s us.”
– Kristian Kramp, Business Development Representative in Sales Europe + ROW, UK

“My first day was January 13th, so being super new to the company I was pretty nervous and shy to meet not only my London office but the whole global team. Everybody I met made me feel incredibly welcomed from the beginning, and going to WWKO was a special way to feel a part of the team, very early on.”
– Matt Christie, UX/UI Designer in Product, UK

“It was my first kickoff and it was a big pleasure for me to be there. I was impatient to meet my colleagues from other countries.  My favorite moments were when we were all reunited in the big room for the presentation of 2019 by Jonathan Cherki.”
– Sonia Ghodbane Lamraoui, Senior Accountant in Finance, Paris

“It’s so mind-blowing to see that Contentsquare has doubled its size, while still keeping the on-fire spirit as usual.I loved the strategy presentation most showing realistically where we are at in the market, and the huge opportunities ahead in different continents. Love to contribute to that! Parties are always so crazy, and they were during our WWKO 2020.”
– Yefei Mao, Senior Product Manager, Paris

“I love attending the WWKO each year, as it’s an opportunity to meet people I regularly work with around the world, and reconnect with friends I made last year. My favorite moments were the unexpected ones – impromptu games sessions in our cottage. WWKO was also an important week to strengthen existing bonds and form new ones – talking face to face is much more natural then virtually, and can often uncover hidden opportunities to collaborate and help each other out.”
– Georgiana Hunter Cozens, CEM, UK

Our parties are always a blast, and the superstar one at the 2020 Kickoff was no exception.

 

 

Charity Week 2019: The Paris Team Takes On Community Farming

On Thursday sixty people from our Paris-based team headed out to La Prairie du Canal — an urban farm northeast of Paris run by the French environmental nonprofit La Sauge

This day of urban farming was part of Contentsquare’s first-ever week of giving back — a global set of events that saw different teams volunteering for their chosen charity. 

After a day of getting their hands dirty for a good cause, the team spent the evening playing mölkky (yep — we had to look that up too), pétanque (the French version of the lawn game bocce) and perfecting the art of the apéritif. 

We caught up with Fanny Pourcenoux, our Head of UX/UI Design who helped organize the Paris Charity Week outing, to find out whether our French colleagues really do have a green thumb.

 


Give us a bit of background on Charity Week.

Fanny: Our various culture crews had been wanting to work on a global project for quite some time. We explored several ideas but everyone agreed that to schedule a week in which each office could volunteer for a group and give back to the community would be a great initiative.

Why did you choose to volunteer for La Sauge, in particular?

Fanny: There are so many great organizations out there to choose from. We worked on this project with Wenabi, a group that pairs companies with nonprofits, and helps facilitate these sort of team-wide volunteer initiatives. They were the ones who suggested we partner with La Sauge and spend a day helping out on the farm. It’s interesting to see that our friends in New York also went with an organization with a mission around sustainability — raising environmental awareness has been a big focus at Contentsquare recently.

 

So what happens when 60 Contentsquare team members spend a half-day on a farm?

Fanny: We worked hard! We did some gardening, of course, but we also learned how to make eco-friendly, plant-based products like shampoo and deodorant. All in all we planted more than 80 bean plants, learned about mushroom farming, prepared a plot of land for new crops, constructed 6 planters, and made over 40 of our own, completely sustainable cosmetics. But as well as improving our gardening and building skills, we also learned a lot about how to reduce our ecological footprint and make better everyday decisions as consumers.

 

Any other highlights?

Fanny: The team had a great time, and no summer Contentsquare outing is complete without an evening pétanque tournament (at least not in France!). We do a lot of team building activities in this company, and it was really nice to change the focus and work together on something completely unrelated to analytics while helping raise awareness about such a terrific organization and cause.

 

 

The Contentsquare Hackathon 2019: An Inside Look

Our 2019 Hackathon came to a close last Friday, and has left us abuzz with new ideas and energy, having filled our to-do lists with projects to grow over the coming year.

This year’s event had 4 themes, and saw employees from all offices travel across the globe and congregate in teams, in an effort to build the next big thing for our UX analytics platform. While we’re keeping our new inventions under wraps, we can give you a glimpse into how the event transpired.

Contentsquare employees congregate at our New York City office.

The 2019 Hackathon in the Words of Our Judges

Judging a Hackathon is no easy undertaking. Ours was judged by a group of those internal to Contentsquare and a few representatives from our client companies and investors. I sat down with one of our top users, Olivier Banizette, the Digital Data Manager of the fashion giant Chanel to glean a few insights.

The judges are in action in our Paris office.


What surprised you about the Contentsquare Hackathon?

“I was surprised by the capacity to deliver visible results in only two days, either through real demos, or videos and animations that were very professional.”

What’s the most difficult aspect of judging?

“The hardest thing as a judge is to rank projects with so many criteria of scoring — whether that’s added value for clients, competitive advantage for the platform, innovative idea, or Contentsquare’s internal processes changes. — Some of the projects were about platform foundation enhancement with no short term added value for clients… but still very important for the product itself.”

The 2019 Hackathon in Our Own Words

“Incredible fun and so moving to be working in a team of such committed, skilled, and talented colleagues. It must be how NBA players feel when they are in the playoffs. You are purely in the zone. You are creating both practical things but you are also planning ahead for going to market and dreaming ahead for infinite possibilities thanks to the project. Time flies. Hours don’t matter. You create and code until you drop. You compete. How awesome is that?”

 

“Fantastic. Everyone is so welcoming and the energy in the US office is second to none.”

 

“I really like brainstorming and working on new developments. I think it is so valuable for companies to support innovation. Next to that, the experience of traveling to another location, the breakfast, dinners and drinks that we have together, is really great and unique.”

 

“It was really nice and chill compared to other years and projects I worked on.”

 

“Amazing. Great people, great project, great environment.”

 

“It was really meaningful, smooth and easy working together with all the teammates. We had great team spirit!”

After some intense 3-day Hackathon-ing, our global team got some downtime at an NYC bar.

The Most Challenging Aspects of the Hackathon

“It’s also like Shark Tank where you have to package everything into a bulletproof pitch that is not just exciting but also realistic and executable. The why, the what, the how.”  

 

“Pitching the projects in only 5 minutes, we would all love to talk about it for much longer to give way more detail. However as it takes 46 seconds with the elevator to go up to the NYC office on the 54th floor, I should not complain too much about the 5 minutes ‘elevator pitch’!!”

 

“Working long hours with jetlag.”

 

“Managing to split the work and make sure everyone is contributing to their full potential to the project.”

 

“The most complicated part is always brainstorming and having a clear vision from the start of what we have to do.”

Hackathoners in the UK office pose with a furry friend.

Highlights of the Hackathon

“The part where we and all the other teams are in that creative phase.  Also seeing the other teams beautiful ideas, creative pitches and results.”

 

“Hearing about all the incredible other projects. Its gives me real goosebumps knowing I work for a company with such talented, driven and enthusiastic colleagues that all try to make CS bigger & better with their amazing ideas.”

 

“Hearing about all the projects that everyone has been working on during the final.”

 

“Working with the US teams and getting to know the teams on a more intimate, friendly environment (and free food!!)”

 

“Tighten the links with other people I do not regularly interact with.”

“To meet people there, work on my English skills, and because the project I was interested in was managed by an amazing US person 😉 ”

 

“Getting to see the atmosphere at the other office and meeting other people!”

 

The 2020 Hackathon will be out of this world; see you next year!

An eclectic mix of Contentsquare employees from around the world gather in our New York office and watch the results of the Hackathon.