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Hi :)
it’s been a minute…

Anyway, I’m back!

🎙️ New Let’s Laugh About It episode just dropped 🎙️

This one with Rachel is all about something that sounds simple… but brands get wrong all the time:

Customer Service vs Customer Experience

And yes… they are VERY different.

💬 Customer Service vs. Customer Experience

Customer service is reactive—it’s what happens when someone reaches out
customer experience is everything else

It’s how someone finds you, what they expect, how your product shows up, and how it feels the entire way through

The brands winning right now aren’t just solving problems—they’re designing better experiences from the start

🌱 Learning Through Experience

One thing Rachel talked about that stuck with me—
getting thrown into things is honestly how you learn fastest

And CX is hard because it touches everything
which is exactly why so many brands struggle to actually do it well

🤝 Proactive > Reactive

The best brands aren’t waiting for tickets

They’re:
– setting clear expectations upfront
– being transparent (even about the downsides)
– communicating early when things go wrong

One of my favorite examples: I wrote about a brand that literally called out the cons of their own product—and it increased trust. (linked here)

You can read the tweet breakdown here

Turns out, honesty works.

🤖 AI in CX

We had to talk about it

AI is great for speed + efficiency
But it still struggles with:
Tone, nuance, and real human connection

The best approach right now = using it as a tool, not a replacement

Because people don’t just want answers
They want to feel understood

🔁 Retention Comes from Experience

This is the part people forget

Retention doesn’t come from support
It comes from everything leading up to it

If someone only hears from you when something goes wrong… that’s not a relationship

✨ The Fun Part Matters Too

CX doesn’t have to be complicated

Some of the most memorable experiences come from small, creative, unexpected touches

That’s what people remember

Employee / Co-Worker Shout Out

Shoutout to Rachel for sitting down with me for this one—
Such a good conversation 🫶

(find Rachel on LinkedIn)

🎙️ LET’S LAUGH ABOUT IT 🎙️

🎧 listen / watch here:

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🚨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!