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🤠 Hey, Hey, Howdy! 🤠

Live from New York it’s… me!!! Hehe that’s right I’m back in NYC and i’ll be on the road for a while.

And speaking of hitting the road, one of my favorite events is back this month, Sendlane’s Commerce Roundtable in San Diego! I can’t wait to catch some amazing sessions, meet other industry leaders, and be reunited with some Inevitable Agency girlies. Content incoming!

While we’re talking content, check out the second installment of my “come shop with me and my CX brain” series where I walk through BUILT bar’s website!

Let me know if there’s a brand you want to see me review!

TTYL! 💘

📷️ Digital Experience News 📷️

Best Buy is enhancing its customer experience (CX) through improved in-app personalization, specialized employee training, and refreshed in-store presentations.

Key Takeaways:

Boost Engagement with Personalization: Best Buy's personalized app significantly increases customer interaction. Consider similar digital personalization to enhance engagement.

Invest in Employee Training: Knowledgeable staff are vital for a strong CX. Ensure your teams are well-trained to provide expert assistance.

Revamp In-Store Experience: Updating store layouts and displays can drive more traffic and make shopping more enjoyable.

Improve Operational Efficiency: Best Buy's cost-saving measures improved CX. Streamlining processes can enhance service while reducing costs.

Why It Matters:

Best Buy’s strategy shows the value of integrating digital, in-store, and operational improvements to create a compelling CX in a competitive market.

Your Subscription Cancellation Process Might Be Hurting You More Than You Think

Let’s be real—some companies intentionally make it tough to cancel a subscription, likely to keep the revenue rolling in. But what’s the real cost? Well, it’s gotten so bad that the U.S. government—yeah, that’s right—is stepping in.

Ever tried canceling a subscription and felt like you needed to wait for the right moon cycle, offer up your firstborn, and answer 14 questions about why you’re too poor to continue? Okay, that’s an exaggeration, but when a customer is looking to cancel, you’ve probably already lost them so making it difficult is hurting your brand.

Making it hard to cancel not only frustrates customers but also spikes your support tickets and costs. Plus, it can lead to bad word of mouth. I know I’ve told friends to steer clear of certain companies because their cancellation process was a nightmare.

Now, the Federal Trade Commission (FTC) is expected to finalize a proposal called “click to cancel,” requiring companies to make it just as easy to cancel a subscription as it is to sign up. We don’t know all the details yet, but “click to cancel” is pretty self-explanatory.

What This Could Mean for eCommerce Subscription Services:

• Keep Subscribers Engaged: Offer more than just the product. Give subscribers perks like early access to launches or special sales. I’ve stuck with Fabletics for years, not just for the leggings, but because they offer free online workout classes to VIP members, even if you skip a month.

• Make Cancellation Easy, But Stay in the Game: By the time a customer wants to cancel, something has already gone wrong. Consider sending a follow-up email a few weeks later with a special offer. Don’t rush it—let them cool off first.

• Personalization is Key: Your active subscribers are your biggest fans. Show them some love with personalized experiences to make them feel part of your brand family.

Don’t worry, I’ll be back with more subscription tips and a deep dive into the FTC ruling once it’s official!

🎙️ 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 audit with the Inevitable Agency team!