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- Bridging the In-Person and Online CX Gap
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🤠 Hey, Hey, Howdy! 🤠
Last week I was in San Diego (can’t stay away for long!) for DTCx Talks where I spoke about cross functional communication. It’s always a fun time to see my ecomm peers! I also got to hang with my IA girly Chelsea at the event. 🫶
Then I flew to New York for our CX Friends Discord meet up with gorgias and chargeflow! IA team members Sierra and Cassie even made their way from Chicago to join!! It was so great to meet everyone in real life and we had such a great turn out. We also joined Yotpo king and fellow Discord channel founder Eli Weiss for a retention round table. Needless to say, I’m exhausted!
It was a lot of work but of course we had some fun too! Check out the latest IA reel with a guest star. 😉
Looking forward to more in-person events all summer long!
📷️ Digital Experience News 📷️
You know what’s better than buying coffee for yourself? Buying coffee AND not having to wait for it. Nothing tastes better than a speedy latte! That’s why mobile ordering is great – you order ahead of time and it’s ready when you get there. At least, in theory it should be ready. But not when everyone else has the same idea. 💡
The Starbucks mobile app has increased dramatically in popularity. During the last quarter, more than 3 in 10 orders were made through the mobile app. However, when everyone orders ahead to save time, it has an adverse effect and takes longer. It’s difficult to keep up!
That’s why Starbucks is establishing a new set of procedures in order to speed up orders. The new system - the Siren Craft System - is a simpler version of the Siren System introduced in 2022.
The new system implements the new order fulfillment process of the Siren System without the new equipment, which should speed up order fulfillment. Yay! ☕️
Even though their system was relatively new, Starbucks was still willing to update it yet again in order to ensure customer satisfaction. Adaptation is key!
Bridging the In-Person and Online CX Gap
So let’s chat about bridging the gap between your physical stores (or your brand in retailers) and your online presence. It's all about ensuring a consistent and seamless CX for your customers and a cohesive brand, whether they are browsing your products in-store or navigating your website.
Let's address customer support. It's crucial to make it effortless for your customers to reach out to you, regardless of their purchasing channel. This can be achieved through packaging, sales associates, or even post purchase communication. Consider the following packaging ideas when bringing your brand into a retailer:
QR Code: Incorporate a QR code for easy access to support services
Website URL or CS Email: Not enough space for a code? consider adding your website URL or CS email to your packaging and let them know they can reach out!
Socials: Let your customers know where to find you on all the platforms
Notes: Maybe your product allows for a card or note to be added in the box. Make is easy for them to contact you with any issues!
Loyalty Points: I’ve seen brands include loyalty points in their packaging that need to be redeemed online to bridge that bought in store to online gap
Another major touchpoint for customers are returns/exchanges. Nowadays, returning online purchases in-store is the industry standard. Streamlining this process is essential for enhancing customer satisfaction. Implement user-friendly return procedures for in-store purchases to minimize inconvenience for your customers. Additionally, consider incentivizing in-store returns with loyalty points to encourage repeat patronage.
It's also imperative to provide your support staff with comprehensive knowledge about your stores or retailers. Ensure they are well-versed in store locations and procedures, particularly regarding in-person purchases and returns. Similarly, provide your wholesalers with detailed product information to help them to address customer inquiries effectively. Turn those sales associates into brand champions!
Consistency is key in maintaining brand integrity across various touchpoints and this is just a start of the ways to do so. Strive to uphold a unified brand identity and experience, regardless of the customer's interaction channel. This ensures that customers can easily recognize and relate to your brand wherever they encounter it.
While complete control over the in-store experience may be challenging, proactive measures can be taken to uphold brand standards and customer satisfaction. ⭐️
🎙️ LET’S LAUGH ABOUT IT 🎙️
Let’s Laugh About It Episode 27!!!! Can you believe it???? We’re talking all things - uncomfortable vibes in the workplace
🧑💻 CX Job Board 👩💻
Here are some jobs in CX we found this week. If you or your company is hiring, let us know and we can add It next week!
📆 Upcoming Events 📆
Nothing yet, but keep an eye out!!
Have you join the CX discord server yet? What are you waiting for! We may have some fun events in the works 👀
🚨Inevitable Agency CX Audits 🚨
Apparently we’re giving away TOO much information? We love to do it! It helps the company we’re working with but also gives our team valuable practice.
Don’t wait, book your free audit with the Inevitable Agency team!
