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🤠 Hey, Hey, Howdy! 🤠
Coming at you live from vacation! You heard that right, Zoe Kahn is out of office and enjoying some virgin mojitos. It is so important to actually take your time off. I’ll say it again, TAKE YOUR TIME OFF! 🌴☀️
That’s all from me, the pool is calling. 🤩
TTYL! 💘
📷️ Digital Experience News 📷️
On a flight, are you a window, middle, or aisle seat kind of person? Personally, I’m a window person. No, I won’t be accepting any criticism here. 🙅♀️
United Airlines knows that people have their preferences, and they cater their app to said preferences. They recently launched a feature within their app that automatically re-assigns customers to their preferred seats when they become available. According to United, about 1/3rd of app users have been able to benefit from this feature.
This is enhancing the customer experience. They know what people want, and they help them get just that. They have started sending customers live radar maps during weather delays and leaning into automation and self help, allowing customers to rebook themselves.
They now have the most downloaded airline app. As a result, they experienced both the lowest cancellation rate and highest NPS score in the second fiscal quarter.
Because of their attention to the customer experience, they’re soaring above the competition. 🛩️ Airplane? More like app-plane (I’m sorry).
Elevate Your CX Strategy with Feedback Loops
In this week’s edition, let's chat about how customer experience feedback loops can improve your brand's relationship with customers. Imagine these feedback loops as dynamic processes where customer insights aren't just collected but transformed into meaningful improvements and innovations for your brand. 💯
Here's a glimpse into what these feedback loops can involve:
Returns/Exchanges Logs & Deep Dives: Understanding why customers return or exchange products.
Quality Control Issues Logs: Identifying and addressing product quality concerns.
Subscription Churn Logs: Pinpointing reasons customers cancel subscriptions.
Cancellation Reason Logs & Deep Dives: Investigating why customers leave.
Customer Surveying & Interviewing: Directly gathering feedback from your audience.
Community Insights: Harnessing feedback from social platforms like Facebook to enhance your brand.
Help Center Usage Data: Analyzing customer inquiries to improve your support.
The steps of a feedback loop are straightforward yet powerful and continue to repeat (it’s a loop!):
Collecting Customer Feedback: Gathering insights through various channels.
Analyzing Feedback Data: Making sense of what your customers are telling you.
Applying Feedback and Testing: Implementing changes based on insights and seeing how they perform.
Following Up with Customers: Closing the loop by communicating changes made.
Here are some additional ways you can gather valuable insights:
Helpdesk Ticket Fields: Capturing customer issues and inquiries systematically.
Helpdesk Tagging: Organizing feedback by themes or categories for deeper analysis.
Shopify Tagging: Identifying trends in customer behavior and preferences within your e-commerce platform.
Collecting feedback can be as simple as a Google Form feeding into a spreadsheet can serve as an effective logging tool, offering valuable insights into customer experiences and preferences.
When you actively listen to your customers and act on their feedback, it's more than just making tweaks—it's showing them they're valued. Your customers will feel heard and appreciated when updates are made to your products or processes based on their input. And don’t forget, it’s a loop that never ends to be sure to revisit the steps often! 🫶
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!
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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!
