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🤠 Hey, Hey, Howdy! 🤠

Happy Thursday! This past weekend Jackie and I enjoyed time out of office in Scottsdale with some of our oldest friends. My heart is so full! 🥰🥹

In other news, the Inevitable Agency girls have really been focusing on wellness these past few weeks. In addition to making our team calls walking meetings, we also launched a monthly wellness stipend for our employees to spend on their wellbeing. We love being able to give back to our hardworking ladies that are killing It!

You know I love taking a TikTok trend and applying It to CX. This one was SO fun. Did we miss anything about working in the industry? 🤣

We’ve got a lot of great stuff in this Newsie including key CX metrics, an upcoming virtual panel with Gorgias, and our job board!

📷️ Digital Experience News 📷️

Understanding how your customers use your product or service is key to engaging with them. Fast food chain Burger King, known for the slogan “Have It your way”, recently launched their Million Dollar Whopper contest. 🍔 Using the insight that almost half their customers customize their Whoppers, Burger King’s contest consists of users creating their dream burger (or Impossible burger!) that is then AI generated and submitted for a chance to be featured on BK menus nationwide… and $1 million. Along with the digital contest, guests can visit a pop-up experience in Los Angeles to create their burger IRL and grab exclusive merch. Maybe (maybe not) my burger will be the winner 👇

🧑‍💻 Measuring Customer Experience 👩‍💻

Buckle up because we're about to take a ride through the key indicators that'll help you steer your business towards success.

Customer experience is complex and can be difficult to measure, but you can track certain factors that give you a good idea. That's where CX metrics come into play, guiding you towards a better understanding of your customers' experiences. 💯

Let's start with the classics. Net Promoter Score (NPS), it's like a thumbs-up or thumbs-down from your customers, indicating how likely they are to recommend your business on a scale of 1 to 10. Then there's Customer Satisfaction (CSAT), which simply tells you how happy your customers are with your goods or services. This can be collected through post-purchase surveys and measured on a 1 to 5 scale.

Customer Effort Score (CES) measures how easy it is for customers to deal with your company. This can be the effort It takes to interact with an actual product or an event such as returning an item. Let's not forget about Customer Lifetime Value (CLV), the total value a customer brings to your business over time. Think of it as a long-term relationship status with your customers based on the amount and frequencies of purchases. One example of utilizing this metric would be rewarding high LTV customers.

Customer churn rate? It's like a red flag telling you if your customers are sticking around or jumping ship. And average response time and resolution time? They're like speed bumps on the road – too long, and your customers might start looking for a faster route.

But hey, it's not just about the basics. You can customize your metrics to fit your business. Wanna know if your customers are in it for the long haul? Check out retention loyalty. Wondering if they'll keep coming back for more? That's where purchase loyalty comes in. 🛍️

So, how do you choose which metrics to track? Simple. Focus on the ones that'll help you take action and do constant check-ins. After all, it's not about collecting data for the sake of it – it's about making real improvements to your CX.

Once you've got your metrics in place, it's time to hit the gas. Take action, make changes, and let your customers know you're listening. Because at the end of the day, building strong customer relationships is what drives lasting loyalty and business success.

Let’s hit the road to better customer experiences together! 😄

🎙️ LET’S LAUGH ABOUT IT 🎙️

Zoe and Jackie are back in the same place, but this time not in San Diego - we’re in Scottsdale, AZ! The gals had themselves a girls weekend and Zoe did some house shopping. They’re here to chat all things health and wellness, Waymo & management and delegation of your team. We hope you enjoy!!

🚨Upcoming Events 🚨

I’m so excited to be featured on a Women in CX Virtual Panel with Gorgais on March 8th! We’ll let you know when the registration is open, but follow Gorgias on LinkedIn for the latest.

🧑‍💻 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!

🚨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!