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🤠 Hey, Hey, Howdy! 🤠

Can you believe It’s already Thursday? We love a short week! Even though the work never ends, even for a holiday. 🤭

Speaking of the holiday, did your brand really kill your Memorial Day weekend promo? Did you use any of my tips from last week to prepare your team? 👀 We had some clients really kick a** with their sales and we looooove to see It. Let us know if you saw any brands changing the game!!

Gorgias CX Connect is now less than a month away!! Join me (and maybe a special appearance from your fav VA - iykyk) and the whole CX gang at Hudson Loft in Downtown LA on June 19th.

📷️ Digital Experience News 📷️

When you’re making a big purchase, you want to make sure what you’re buying is the perfect fit for you. That’s why Best Buy is releasing an entirely redesigned mobile app with a slew of new personalization and discovery features. 

Members will get exclusive deals, personalized offers and push alerts for deals that may be relevant to them. Their new features guide you through the entire purchasing process, whether that may be in store or online. 💻 I don’t know about you, but sometimes I need someone to personally explain tech products to me. Best Buy understands this and is implementing a new “shop with video” feature that includes personalized video content to showcase products. 

The app will include integrative generative AI technology both to assist customers and their customer support agents. It’s only fitting that a brand that sells the latest technology would include it in their mobile app to create the ultimate customer experience! 

Buying a new TV or Apple Vision Pros is not a simple decision, and Best Buy hopes to make it as seamless as possible for customers to navigate. Tech nerds, rejoice! 🤓

Post-Purchase Customer Journey Pt. 2

A few weeks ago, I talked about post-purchase communication with your customers, covering everything from purchase to delivery. Today, I want to dive a bit deeper into that topic. In that newsletter, we chatted about a few key things:

• SMS

• Email

• Surveys

• Proactive communication

Now, let's get into what you should be including in those SMS and email flows. Here are some crucial updates your brand should incorporate in the post-purchase customer journey:

✅ Order confirmed

🚢 Order shipped

🤩 Order out for delivery

🥳 Order delivered

Make sure your flows are branded and personalized. Just because they made a purchase, it doesn’t mean the experience stops there! Keep them engaged with your company and give them reasons to be excited to purchase again. 🤑

Here are the basic post-purchase flows that your company should be utilitzing:

• Order confirmed: Is this a first-time customer? Say thank you! Humanize your brand and show that you really appreciate their purchase.

• Order shipped: Get them excited! You know they’ll be checking that tracking info until the day it arrives, so take advantage of that anticipation.

• Order out for delivery: This is where you really play it up. The countdown is on, and soon they’ll have their order in their hands!

• Order delivered: If your customers are anything like me, they’ve already brought their order inside the second it hit the doorstep. This email is crucial. Does your product need to be put in a freezer? Do you want them to follow your social media? Use this opportunity to get them really engaged with your brand and give them key information they need to enjoy their order.

• BONUS Follow-up email: This could be great for first-time customers. Send a check-in email a few weeks after their order was delivered. Did they love it? Anything that could have been better? Should they sign up for your loyalty program? This is your chance and a crucial part of the customer journey to turn them into repeat buyers.

Honestly, I could write five more newsletters on the post-purchase customer journey so this will definitely be a series! 👀

🎙️ 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!

• Peachybbies is looking for a Director of CX! Interested? Fill out this form.

• Koala is looking for an experience CX manager to join their US team! If you are interested, please reach out to us at [email protected] for more info

📆 Upcoming Events 📆

🚨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!