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🤠 Hey, Hey, Howdy! 🤠

Happy Thursday! Im back in San Diego after a bit of traveling and SO happy to be home. Plus, it’s not just any Thursday, it’s also our first event of the year! We hope to see some of your faces at our unofficial after party. The IA team will be there and we can’t wait. 🤩🤩🤩

Do you have any events you’re excited to attend this year? Reply back! We love to hear about great events in the CX space. 🤝

📷️ Digital Experience News 📷️

A year of weekly dates valued at $1,500 for only $200? In this economy? Sounds too good to be true. Applebees launched their “Date Night Pass for One Year of Dates” and they sold out in one minute. 🏃‍♀️ Running an exciting promotion is a great idea but preparing your team for upset customers is crucial to a successful execution. 

Angry customers turned to social media to air their grievances and they did not hold back on Applebees who’s official statement is “We’re overwhelmed with the excitement you all had for the pass!" with lots of angry reacts. 🤬😤Many claim it was a marketing stunt used to drive interactions with the chain restaurant. Others say they purchased a pass with no issues. One twitter user even claims to have bought 27 passes (there’s always that one guy). You can’t prepare for everything, but it seems like they didn't even plan for the inevitable. This  campaign begs the question, is all press good press? Should they have been honest about the amount of passes being sold? Was the promotion worth the backlash? Will Applebees ever sell $1 margaritas again?! Let’s see how this one plays out… 🍎🐝

Does your CX team know when to admit fault?

It’s crucial…

Cue Nobody’s Perfect by Hannah Montana 

No but really sh*t happens. Does your team know how to handle it? 

Acknowledging our own missteps is as important as striving for perfection. Recently, a client faced a challenging situation involving a valued customer with an extensive LTV (Life Time Value).

The customer contacted us regarding an order that had been shipped but was not desired. Given the nature of these products (fresh poultry), this company was unable to accept returns. This was a critical moment where their commitment to customer satisfaction was put to the test.

Upon further look, it became apparent that a significant miscommunication had occurred, both on the customer's side and within the CX team. The customer's message simply stated, 'Please cancel ANY and ALL subscriptions,' without specifying their intent. Unfortunately, the CX representative only canceled the subscription, leaving the customer understandably upset and confused once they received their tracking number.

In hindsight, we realized that the importance of clarity rested with our CX team. It was our responsibility to seek clarification and ensure we fully understood the customer's needs.

To rectify the situation and demonstrate our commitment to customer satisfaction, we decided to issue a refund of nearly $350 to the customer. Our hope was that this gesture would not only resolve the immediate issue but also foster a positive, lasting impression.

What followed exceeded our expectations. The customer was not only appreciative of our resolution but also expressed their intent to share not only the free items but their positive experience with this company among their friends and family. This outcome exemplifies the value of admitting fault when necessary and investing in the long-term relationships that can result.

In the grand scheme of things, the monetary loss of a few hundred dollars pales in comparison to the potential gains from this customer's continued loyalty and the referrals they bring. In customer experience, it's important to understand that integrity, accountability, and customer satisfaction are the cornerstones of success.

🎙️ LET’S LAUGH ABOUT IT 🎙️

The girlies are back and we’re talking about everythinggggg this week! We’re taking you through car breakdowns, the Inevitable girlies being in town, mental challenges, firing people, Kyte Baby/Snoop Dogg drama, ice baths & hearing aids galore! Check it out on Spotify, Youtube, and Apple Podcasts.

🚨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!

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