Gleaning customer service insights at StickerYou
Author
Rob Manne
| Published: June 17, 2026
“For the first time with actual legs, we’ve restarted a customer insights group among the leadership team.”
That’s what StickerYou’s Patrick Heffron told me at the Digital Momentum Summit.
He recounted his company’s customer experience journey using HubSpot + AI.
As StickerYou transitioned off legacy platforms, they went through these phases:
1. Their systems got connected
2. Their data was correct
3. Their data was stable, e.g. “nothing was blowing up.”
That led to the phase they are in now:
4. Getting insights from customer success data.
Patrick shared an excellent example…
StickerYou had a temporary tattoo product that worked great.
Except that it washed off when submerged in the water.
Customers told StickerYou reps about this issue.
But the volume and frequency of these complaints were hard to track.
Turns out this temporary tattoo wasn’t faulty; it was about managing expectations during the purchase process.
If StickerYou had indicated in advance that it wasn’t water-resistant, then customers would know not to get it wet.
But they didn’t have detailed data outlining the scope of this customer feedback.
Without it, internal discussions to update the product detail page “went nowhere.”
Fast forward until after StickerYou moved to a new, centralized platform.
Now its data is easily accessible, and it’s far easier to get insights.
StickerYou was able to re-start customer insights meetings.
The customer success team made the internal business case to address this specific issue in their marketing. A win-win.
The audience was clearly energized by Patrick’s enthusiasm and learnings.
One person told me “Patrick was my favourite speaker at the event!”
Big thank you again to Patrick, Claudia and the StickerYou team for being such an excellent partner to work with.
Watch an excerpt of my conversation with Patrick here.
