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Tag: customersuccess

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The Mission for Fully-Perfect Customer Connections

Each step forward, no matter how winding the path, is a step closer to digital transformation.

Over a decade ago, Roboboogie humbly began as a specialized design boutique focused on solving complex UX challenges for our clients. As time went on, we rounded out our services to cover the full web experience with expertise across digital marketing, creative, and web development. Like our peer agencies, we had to rely heavily on institutional knowledge, best practice, industry insights, and a healthy dose of intuition.

In 2015, we layered on A/B testing thanks to a fresh partnership with our friends at Optimizely, which unlocked a new ability to run experiments in rapid fire. Shout out to our first A/B testing client, The Clymb! A/B testing opened a new and powerful way to help our clients through iterative site improvements. We could now validate our UX strategy and make swift improvements to bring about big, measurable change.

Experimentation made customizable data collection simple, creating the opportunity to let data drive design decisions. The data quality, paired with our ability to translate numbers into insights, provided a deeper path into client partnership. As we have gained experience in the field, the suite of analytics technologies we utilize has grown. We’ve harnessed an array of qualitative and quantitative analytics tools to drive new insights including Adobe Target, A/B Tasty, Google Optimize, Convert, UserTesting.com, FullStory, Crazy Egg, Hot Jar, GlassBox,  among many others. We even developed a healthy obsession with Google Analytics that led us to building a custom A/B testing algorithm within GTM.

However, our service offerings between data, design, and technology remained siloed and clients often connected with us for a single solution. We knew the value of integrating this work, which led to our transition from an agency to a consultancy. As our position within partner organizations continues to elevate, our role has increasingly been about charting the best path forward with our clients. Our teams have become intimately entwined, building off of each other’s work on the mission of digital transformation.

Unified in mission.

Optimization is no longer something we do at Roboboogie, it is how we live and breathe. It is not a product offering or deliverable. It does not live with one role, individual or department.

Everyone on our team is an optimization consultant, and every individual shares that same top-level goal. Our team is routinely asking themselves, “Does the work I’m doing help move my client toward ‘perfected brand-customer connection’? What is the most valuable thing I can do right now to advance that mission? “ 

The secret sauce of optimization is in process. It is the methodology in which you identify needs, prioritize opportunities, develop solutions, and execute plans. It’s in the deliberate weighing decisions against the mission: a lifetime customer bond. It’s a recipe we’ve been developing for over a decade.

Our optimization recipe.

  • Partner with innovative clients who are passionate about holistically driving transformation of their digital experience.
  • Develop audience personas and map customer journeys – informed by data –to understand the deep needs and desires of customers. 
  • Harness wide data sets and powerful technology to unearth gaps in the current digital experience that can be filled with design solutions. 
  • Integrate teams of experts across data, design, and technology.
  • Customize the optimization strategy for each client.
  • Let data guide the journey, but never let numbers stifle the creative process.
  • Stay nimble and responsive. Each step forward, no matter how winding the path, is a step closer to digital experience transformation.

True, authentic digital transformation takes time. It takes a continued commitment to reorient to ever-changing customers and the all-out pursuit of taking each experience one step closer to perfection. Each step provides reward with more customers, happy customers, and improved performance.

Looking ahead.

Internally, we use the playful mantra “Happy Customers Convert.” Since our beginning, we have always held the customer at the heart of everything we do because taking care of people gets the best results. Over the years as we have layered on measurement tools, we have been able to prove that to be true. When customers’ needs are met, business performance follows. It turns out, happy customers do convert.

As we officially transition Roboboogie’s focus from Website Performance Optimization to Digital Experience Transformation, we are eager for the next chapter ahead. You’ll still be able to expect that same great work and services we offer, but with a higher unified vision. There’s so much untapped potential across the digital landscape for organizations to connect their data, design, and technology efforts to create fully-perfect customer connections online. Investing in Customer Lifetime Value pays. We have witnessed it first-hand (with big business impacts) for some of our long-time client partnerships – NordicTrack, Adobe, and Wacom to name a few. 

If you are interested in partnering together to create digital environments that form undeniable connections and life-long bonds between your brand and customers, hit me up (Jed@teamroboboogie.com). I’d love to share more about how we can help you better meet your customer needs in the digital space. I can confidently say you’ll be thrilled with the business outcomes. 

Until then, just remember: Happy Customers Convert.

Jedidiah Fugle, Roboboogie Chief Operating Officer

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Agency Partners: Building mutually beneficial partnerships beyond lead sharing

Partnership programs focused entirely on annual recurring revenue (ARR) and lead sharing are missing out on a significant opportunity to increase customer lifetime value (CLV). It’s true, marketing agencies and consultancies are great lead sources as trusted advisors–particularly for clients targeted by data, analytics and marketing SaaS companies. However, there’s a much bigger partnership opportunity for technology companies willing to build collaborative agency partnerships, which reach beyond reseller and referral programs. 

Roboboogie has evolved and refined its partner offering for over ten years. We’re fiercely committed to nurturing deep and meaningful partnerships founded in the basic principles of synergistic relationships and lead sharing. We take this further with our preferred partners into co-selling, onboarding, managed services, customer success and expansion.

The following list highlights engagement opportunities Roboboogie brings to SaaS technologies as an agency partner.

Lead-gen and Reselling – Lead-gen and reselling is number one on our list. Sharing leads and connections requires both teams to have a deep understanding of each other’s products and services, including an accurate awareness of scope and reach, proportionate to respective target markets. Don’t overlook smaller technologies or boutique firms, which can be more strategic and willing to collaborate on more creative engagements.

Co-Selling – At Roboboogie, we made a decision to only partner with technologies that make our client engagements more effective and efficient, thus becoming authentic third party advocates for your tech. Tools like A/B Tasty and FullStory make excellent partners and have helped simplify projects for our clients and our internal team. Put us in a room and we’ll sing your praises! 

Implementation and Integration – Our work requires us to take a broad look across the technology stack and various business use cases and applications for technologies. We often have visibility into which technologies play well together and an awareness of key integration points. We also staff skilled engineers, so it’s a great place to involve us to identify and advocate for integrations and make those connections for clients quickly and cost-effectively.

Training – Before any partnership, we become experts in your platform with deep hands-on, real world application experience. By enabling Roboboogie staff to have on-the-job training–often in roles that mirror those in an organization–we can relate to the specific workflow, challenges and objectives particular business units face. For example, if a FullStory client wants to understand how the tool can optimize their A/B testing strategy, we can show them. It’s what we do every day. Roboboogie’s technology consultants leverage our experience and knowledge to help your clients understand how to get the most out of your tool, unlock strategic insights and drive adoption.

Adoption – Adoption takes time and intention (and a village). Throughout onboardings we always ask “What is your adoption strategy?”. This can reveal whether the client understands the difference between training and real adoption. Adoption is critical to CLV, but we often see folks who expect their team will simply love the tool and start using it, without any plan, leadership or direction. We are able to drive adoption by training, supporting, and working in the platform with our clients. This ensures the client’s ROI and lays the groundwork for retention and expansion.

Managed Services – Offering to manage technology or digital transformation programs using your technology is our “bread and butter”. There is a strong ROI case for your clients looking to get the most of their investment by working with dedicated experts. We work hard to actively up-sell and cross sell your technology and its capabilities, providing an insider voice for your technology at every opportunity. Because we’re spending more time with the client and touching more areas of the business, it’s no wonder we’re a frontline asset for growing accounts.

Customer Success – As a digital transformation agency, we only succeed when we make performance improvements. That’s why we’re so selective about partnering with the best technologies, which continually drive results for our clients. We have a vested interest in making sure our clients purchase those technologies and use them as effectively as possible. Focusing on our clients’ success allows us to have conversations that impact activation, retention and growth. It also empowers our team to provide real-time support for your tech, solve current challenges  and educate users on the benefits of new features. 


Looking beyond ARR to form meaningful and lucrative relationships with agencies takes time and a commitment to building trust and understanding. However, we believe it pays off both in the short term by setting up successful relationships and in the long term by growing and retaining accounts. 

Start building these deep and meaningful relationships so you can focus on making your technology the most valuable asset to your clients.

All the best in partner success.