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 🤠 Hey, Hey, Howdy! 🤠 

Hi friends, It’s been awhile! Happy New Year (can I still say that?) We have a lot of exciting things already happening in 2024. 🤭🥳🤩

For starters, we’re on epsiode 14 of the Let’s Laugh About It podcast! 🎙️ This week Jackie and I talk about ….

Speaking of laughing, we’re not all work. We put a spin on the classic Guess Who game with a CX edition! We can’t explain the vibes but if you get it, you get it. 💯

Do you have something you want to see in the newsie in 2024? Reply to this email and let me know! I’m ready to crush the inevitable with you this year. 👊

 📷️ Digital Experience News 📷️

The start of a new year brings around the practice of “Dry January”, the promise to refrain from alcohol for the month. Consumers LOVE a giveaway (I mean who doesn’t), but tying one in with your brand message isn’t always that simple. Bubly, a sparkling water brand, recently launched their “press for bubly” online giveaway campaign. Winners in the selected areas can win free bubly for a YEAR! I’d cheers to that, with a mocktail of course. 🥂 I love how this campaign puts a twist on the typical bubbly tradition, and encourages consumers to keep their dry promises with the brand. They take the campaign further with mocktail recipes showing customers different ways to use their product. Personally, I’m ✨manifesting✨ a year’s worth of bubbles. Who else is doing dry January? 🙋‍♀️

Humanizing CX Through Humor and Compassion 

 Making a Connection

In the last newsletter we talked about the power of a personalized bio and since our passion is for the total customer experience, we thought we would follow up with more ways to personalize your customers' experience! 

In addition to personalized bios, we actively encourage our agents to step away from scripted responses (within the bounds of helpfulness, of course). A well-timed joke or playful exchange with a customer can go a long way in enhancing their experience. This approach works even better when it ties directly with the company's identity.

Take, for example, a one-liner used by a portable charger company: "Please let me know if you have any further electrifying questions or need assistance placing an order!" This clever use of language not only addressed the customer's needs but also reinforced the company's brand identity.

By automating routine tasks, we free up time to focus on quality. We can combine macros and individualism to create a lasting impression between your customer and your company. This synergy of efficiency and personalization is a winning formula in today's CX landscape.

Another way we personalize and humanize the customer experience is by noticing and responding to personal details. Whether it's a customer's birthday or travel plans, acknowledging these details can further engage our customers.

"I hope you enjoy your trip to South America, safe travels!"

"Your wife is going to LOVE her new handbag!"

Ultimately, customer support goes beyond mere issue resolution. While that's undoubtedly important, it's equally crucial to leave customers with a pleasant and memorable interaction with your company.

In a world where automation can often dominate, taking the time to infuse humanity into the customer experience can set your company apart.

🎙️ LET’S LAUGH ABOUT IT EPISODE 14 🎙️ 

This week is a gooooooood one. We laughed A LOT and learned A LOT! We chatted all things Uber stories, SMS and E-Mail, TikTok shop, Slack/Tinder update, Michelin drama, and are Jackie and Zoe beefin?? 👊

There’s been a few episodes since we last spoke, so be sure to catch up on them all! Check it out on Spotify and Youtube.

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