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🤠 Hey, Hey, Howdy! 🤠

It’s never a dull week in Zoe land and the tea this time is that I was locked out of my friend’s NYC apartment… without my phone, computer, and wallet… and she was out of town…. 😭

It was chaos but I have lived to tell the tale and I’m back to grinding.😤

My Inevitable Agency girls are holding it down but sometimes I still get to join client meetings! Last week I hopped on and we all had to show off your pets before getting down to business. 🐶🐈 I love when I can get a chance to talk with our CX clients!!!

I also just dropped a new a Day in my Life vlog with an honest chat about mental health, 9-5 life and the Cybertruck Journey. Check it out!! 👇👇👇

TTYL! 💘

📷️ Digital Experience News 📷️

APParently, apps are all the rage right now. Of the many takeaways from them, one thing is for sure – if you invest in your customers, they’ll invest in you right back.

Wendy’s has picked up on this, and in turn, their loyalty program is booming. According to President and CEO Kirk Tanner, their loyalty business is now almost as big as their third-party delivery business.

Their app drove a 40% growth in their global digital sales over the last year. They made a $15 million investment into their app, and they have been reaping the benefits since. Their customers are happy, and so is their profit margin.

They are focussing on order accuracy and the overall satisfaction of their customer. Loyalty promotes brand growth, because at the end of the day, your customers are the root of your brand.

Their 4-for-4 deal is already easy to say, but with their app, it’s easy to order!🍔

What my cruise taught me about CX

Customer service is more than just a support function—it's a critical driver of business success. We're talking every stakeholder's dream: generating revenue from CX. The CS team is not usually seen as a revenue driver but rather a cost drainer, which I kind of understand that perspective. NOT. It's time to look at things from a different POV.

Here’s some revenue driving/cost saving tips for your CS team:

❌ Out-of-Stock Inquiries:

• Tag tickets of customers reaching out about out-of-stock products and when the item is back in stock, have agents reach out to let customers know we’re still thinking of them!

• You can even offer “early access” to the out-of-stock product to encourage loyalty and nurture the relationship with the customer.

✍️ Email Signature:

• Have agents customize their email signature with their favorite new product in a fun, organic way and use unique tracking to see how it’s performing.

🙌 Customer Win-Backs:

• The CS team is the first line of defense for customer happiness and win-backs and any CSAT score under a 5 is an at risk customer. Sometimes simply reaching back out and responding empathetically can win a customer back and even encourage them to spread the good word with their friends.

🆙 Up-Selling:

• Train your agents to spot cross-selling or upselling opportunities. For example, if a customer is looking to purchase a new skincare product that works best with another product from the line, have your agents recognize those opportunities. But there’s also a line so make sure to only assign this to the agents you have the most confidence in (hopefully all of them!)

• Be sure to provide them with templates to make it organic and educate the customer so they get the best results from your products.

💲 Cost Savings:

• CX is also a great way to identify cost-saving initiatives and gaps in operational processes. Remember how I talked about reducing our returns by 5%? Yeah, that started with identifying trends and frictions in the inbox.

🗣️ Word of Mouth:

• Great customer service is a high priority for many customers and it can either make them return or never purchase again. Fantastic customer service will make them run and tell all their friends about the high level of care they received.

Ultimately, turning CX into a revenue driver hinges on having the right agents who feel engaged and valued within the company. When you treat your agents well, they are more invested in the company’s success and more committed to providing exceptional service. Engage them in the rest of the company and help them understand how their work impacts the brand's identity.

By focusing on these strategies, you can transform your customer service into a powerful revenue generator. Treating people well, both customers and employees, can indeed drive revenue and create a more robust and loyal customer base. Who would have thought! 🤯

🎙️ 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!