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🤠 Hey, Hey, Howdy! 🤠

Consider this my official apology to New York City…

I’ve never given NYC a real chance but this past visit to the big apple really changed my perspective! My trip was a bit longer allowing me to have some free time outside of work. I even had the honor of working at Disneyland I mean Gorgias HQ this visit! 🍎🗽

Check out my DITL as a CX and retention girlie in the city that never sleeps (she’s just like me!) 👇👇👇

TTYL! 💘

📷️ Digital Experience News 📷️

Word of mouth is the heart and soul of CX. If someone has a good experience with your company, they’re likely to tell a friend! If their experience was not so great, well, then the same thing is applicable. 🤭

According to the Bond Loyalty Report, good loyalty programs are linked to positive word of mouth recommendations, as well as increased spending. Four out of 5 customers said they are more likely to recommend a brand with a strong loyalty program! 

This sounds simple enough, right? Just create a loyalty program and suddenly everyone will be talking about you? Unfortunately, it’s a little more nuanced than that. People love the personalization that comes with a strong loyalty program. That same study found that 1 in 5 loyalty members don’t feel recognized enough. 

This means it’s time to really invest in your loyalty program. If you can give people the warm fuzzies, they’re significantly more likely to talk about your brand, drawing in more customers who you can also make to feel more special! 

It’s the gift that keeps on giving, honestly. What better time to hop on the “personalized loyalty program” train than the present? Choo Choooo 🚂

Olipoppin’ off

This week, instead of tossing out tips, we're getting into a real-life example that landed right in my inbox. Amid the sea of promotional emails I receive, one subject line actually caught my attention—no easy feat! The subject line read: "Exciting News from Olipop." It piqued my interest, and I’m glad it did because what followed was a fantastic CX case study.

The email kicked off with Olipop’s commitment to their customers, and the moment I read the line, "We've been listening to your feedback," I knew I was in for a treat. Listening to customers is one thing, but acknowledging it in such a direct way is like music to my ears, though not entirely surprising from a brand like Olipop.

So, what were these two key areas Olipop mentioned?

1. Shelf-stable soda

2. Customers wanting to drink more cans per day

They’ve been working for 18 months with their R&D team to roll out shelf-stable Olipop in all six core flavors—including Cream Soda (thank goodness! If you're reading this, Olipop, please send some my way!). They even partnered with Purdue University to develop this new formula, ensuring it still meets FDA requirements as a great source of fiber. They included a link to a blog detailing all the research and testing behind this innovation, which I thought was a nice touch.

This move is genius for Olipop. It shows they genuinely listened to their customers, and best of all, it’s a strategy that could help the brand become even more integrated into their consumers' daily lives—likely boosting sales in the process. The email was also signed off by their CEO, which is always a nice touch to humanize the brand.

Naturally, I headed to social media to see how customers were reacting, and as expected, the response was overwhelmingly positive, with plenty of excited comments—and, of course, some questions. Olipop was on it, quickly addressing inquiries, especially about whether the original 9g fiber version would still be available. Customers were relieved and grateful for the prompt responses, which is critical when launching something new.

Interestingly, some customers mentioned they didn’t even realize the original Olipop needed to be refrigerated—Olioops! I hope Olipop prepped their customer service team for this email because I’d love to sneak a peek into their inbox right about now insert side-eye emoji. They also made it easy for us to find their new shelf-stable multipacks by linking their store locator.

This email from Olipop is a prime example of how to listen to your customers, act on their feedback, and communicate those changes effectively. 🤩

🎙️ LET’S LAUGH ABOUT IT 🎙️

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 📆

Stay tuned! 🤭

🚨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!