kim.cc

Nothing prepares you for the highs and lows of a startup journey. It's a mix of challenges, misses, and wins—and most importantly—lessons. Sharing my top 3 lessons from last quarter—this is as raw as it gets. 1. Your ICP isn't set in stone We started with a clear picture of our ideal customer profile. But the truth is, you only know what works once you test it. I was resistant at first, holding on to our assumptions, but the data didn't lie. Market feedback forced us to rethink everything. When we pivoted—we found traction—we found customers who needed us. Bottom line: Be flexible and data-driven. 2. Don't just look at results—observe the process In a startup, outcomes matter. If you hire someone for a specific role, like generating marketing-qualified leads, the goal is clear. That said, market uncertainties can impact results. >> How do you tell if it's the person or the market that's the issue? Start by measuring the output: Is the person moving things forward, even if responses are negative? If the output is missing, go one step back and analyze inputs: Are tasks being executed as expected? In one case, we realized that the person wasn't producing results because they weren't following through on tasks. We made the tough decision to part ways. This framework now helps us evaluate contributions objectively. 3. The right workspace changes everything We moved from a generic coworking space to an office that better fit our needs. Dedicated desks, meeting rooms, and open brainstorming areas gave our team the freedom to work better together. The impact was immediate. Sometimes, it's not about fancy offices but about creating a space that works for your team's needs. #entreprenuership #CX

Contrary to what most VCs and founders say, building a startup isn't about hard work. It's about making smart strategic choices. Most people think startups are built on grit. After ten years in the trenches, I can tell you that hustling endlessly won't get you far without the right strategy. In my first venture, we worked tirelessly, closing 30 clients monthly and growing annual revenue to $1 million. But it wasn't hard work alone that moved the needle—it was a single strategic pivot: shifting from academia to corporate clients. Fast forward to my current venture, kim.cc. We recently made a critical pivot in our target audience, and it has paid off in a big way. Here's what happened when we course-corrected: - We spoke to 22 prospects in Group A —> Converted to zero. - Doubled down on Group B for six months —> 100 conversations led to just 4 conversions (4%). - Pivoted to Group C, targeting 33 prospects —> We had just 10 conversions (30%) and landed deals 5x larger than Group B. In one week post-pivot, we have generated 50% of our lifetime revenue. More than the hard work, it's the strategic choices that determine your trajectory. Be rigorous in your experimentation. Change things up and take your time to determine which strategic choice will work best. What strategic shift has changed the game for you? #startups #ecommerce #CX

Ecommerce leaders in Miami—let’s talk growth over dinner! Founders, CX experts, and ops leaders are coming together at Maty’s in Miami on 02/06/25 (Thursday). Hosted by kim.cc, with brands like 1Thrive and Banded Bottoms. Register here: https://lu.ma/5rox3gpv #ecommerce #miami

A purely cost-centric approach to customer service will fail miserably in today's experience era. When companies are fixated on cost reduction, they reduce customer interactions to mere cost drivers. Here's the problem: > Every unresolved customer complaint chips away at your brand's reputation. > When service falls short, customers move on—often to your competitor. It's time we change the narrative. Drop that cost mentality. - For decades, customer services have been reactive, stuck at the tail end of the customer journey. - Companies treat it as a transactional expense rather than a chance to delight customers. - For example, during economic downturns, many companies slash customer service budgets. Swiggy, India's leading on-demand food delivery partner, reduced its service staff by more than half to reduce costs. While you will be able to save money, this will come at the cost of heavy customer churn. Only 1 in 5 businesses see customer service as a value driver. However, high-growth companies that view customer service as a value creator—rather than a cost center—achieve 3.5X more revenue growth. I would argue that instead of considering customer service a cost center, it should be considered an experience center. - Deliver memorable moments that win customers over. - They will return, spend more, and naturally evolve into brand advocates. Companies like Amazon have mastered this approach, making service a competitive advantage. With AI-driven tools like kim.cc, every interaction can be meaningful, fast, and personal. I'd love to hear how you are using customer service to shape your brand. Share it in the comments! #customerservice #dtc #ecommerce

Our story began with a problem that we couldn’t ignore. It goes back to our time building Niki. We planned a campaign to supercharge our user growth. The results were off the charts. We got 20x orders over the weekend, almost breaking our systems. - 2,000 customer inquiries landed in our inbox. - We took nearly 2 weeks to get back to all the queries. - Failing to respond on time destroyed our Play Store ratings (we went from 4.8 → 3). - Even after four years of effort—the best we could achieve was 3.9 stars. This experience taught me that poor customer support is not just a problem—it threatens the survival of a brand. Customers remember, and their trust is hard to rebuild. While I was working with Swiggy, managing a million weekly inquiries, I saw customer support at scale. It highlighted the gap: customer support is a mortality risk for most brands, and the inability to provide great customer service can kill a brand. The problem? Small and growing brands don't have the resources to match enterprise-grade support. That's why we built https://kim.cc—to democratize customer service. We're on a mission to end the monopoly in offering great customer service. We believe that with the boom of AI, there is a real opportunity to make world-class customer service accessible. We’re offering: - AI-powered support, that is affordable for all. - 24/7 assistance that meets the gold standard set by ecommerce giants like Amazon. - Lightning-fast resolutions that (2 hours instead of 23 hours) lead to happier customers and repeat purchases. It's time to rethink customer service for modern brands. What are your customer support goals in 2025? #DTC #CustomerSupport #AI #Ecommerce

?? Happy Birthday, Jess Cervellon! ?? Today, we celebrate an incredible leader and a visionary partner. Your dedication and enthusiasm inspire all of us. It's a privilege to work alongside someone as talented and passionate as you. Here's to more success, happiness, and wonderful moments in the coming year. Wishing you all the best on your special day! ???? #HappyBirthday #Leadership #Innovation #Celebration

Ready to take your e-commerce business to the next level? Discover how outsourcing customer support to top-notch partners in the USA can fuel your growth! Our latest blog unpacks the benefits, unique strategies, and top outsourcing companies to consider. Don't miss out – read more now! https://lnkd.in/gtgq-Qx4 #ecommerce #customersupport #outsourcing #customerservice

Discover how AI tools on Gorgias can revolutionize your customer service game! Our latest blog unpacks the benefits, popular tools, and pro tips for maximizing your AI tool's potential. Don't miss out – read more now! https://lnkd.in/gCVziqy6 #gorgias #customerservice #customersupport #ai

Ever wondered how to maintain your brand's voice when handling tricky customer inquiries? Our latest blog has all the answers! Learn how to navigate complex queries while staying true to your brand's personality and values. Don't miss out – check out the blog now! https://lnkd.in/gpA73fBR #customersupport #dtcbrands #customerservice

Are you struggling to retain top talent in your customer support team? It might be time to revamp your onboarding process! Our latest blog unveils a step-by-step guide to onboarding customer support agents, complete with tips, best practices, and a handy checklist. Don't let turnover derail your DTC brand – read more now! https://lnkd.in/g2tbsgQd #customersupport #customerservice #talentretention #dtcbrands