This week on Above The Fold, I sat down with my girl Lindsay Kolinsky, director of marketing at Okendo, to talk about what most brands are doing wrong when it comes to understanding their customers.

We get into why reviews are just the beginning, how to use micro-surveys the right way, and why personalization should feel like a vibe—not a tactic. Plus, we dig into why NPS is wildly underused in e-commerce, how to actually make your community work for you, and the biggest CX red flags most marketers miss.

Lindsay also shares her POV on moderation, 1-star reviews (keep 'em!), and why every post-checkout survey needs a glow-up. If you're building a brand and want your customer insights to do more than collect dust in a dashboard, this one's for you.

Listen now for practical tips on surveys, personalization, loyalty, and what it really takes to turn your customers into super fans.

📲 Follow

Instagram: @lindsaykolinsta

LinkedIn: linkedin.com/in/lindsay-kolinsky/

📲 Follow

Instagram: @getokendo

Website: https://okendo.io/

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