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🤠 Hey, Hey, Howdy! 🤠

Guys this is soooOOOoo exciting! We’re hosting the first CX Friends Discord meet up in NYC !!! 🤩🤩🤩 My great friend Eli Weiss and I have been wanting to meet everyone IRL and my heart is so happy that it’s finally happening. Hope to see you there!

I'm still looking for an executive assistant (who will get to work with the wonderful, amazing, fantastic, one and only Jackie!) to help me with all things from shooting content to scheduling etc. If you know of anyone in the PHX area, tell them to send me an email [email protected]!!

Talk to you next week besties! 😘

📷️ Digital Experience News 📷️

What’s one thing you’re inexplicably loyal to? I’ll go first – my local regional grocery chain. I would trust them with my life – and my produce. 🫡

This is exactly the mindset that Albertsons is capitalizing on in their revamped loyalty program, and it’s working. The west coast based grocery chain is pushing “customers for life,” and their loyalty program is growing as a result. The program no longer automatically converts points into rewards, but instead lets customers accrue points on their own time and decide when and how they choose to redeem them. The app is reportedly very easy to use, both to spot the best deals (who doesn’t love a good BOGO?) and schedule deliveries.

In Q4 of 2023, Albertsons grew its loyalty program by 16%. The ultimate goal of their new strategy is to be able to support their shoppers to the best of their ability, and the shoppers seemingly feel this support. In a January report, over three out of five shoppers said they were “extremely likely” to use the app’s delivery service again.

This egg-ceptionally user-friendly interface keeps customers shopping. Lettuce know your favorite grocery chain! (Okay, sorry, I’ll stop now)

Voice of the Customer

We're focusing on something really important (well every topic is important!): the Voice of the Customer (VoC). VoC is all about understanding what your customers are saying about your business, products, or services. It's a direct line to your customers' thoughts and feelings, helping you tailor your offerings and experiences to meet their needs more effectively.

So, why should you pay attention to VoC? It's a valuable tool that allows businesses to gain insights into customer preferences and pain points. By listening to your customers, you can make informed decisions that enhance their overall experience with your brand. You probably already have a lot of this information in various places, it’s time to bring It to the front of your customer experience strategy!

Here's an example: One of our clients discovered that a particular product was generating more returns due to usability issues. We implemented a proactive approach by calling customers (a phone call?? Crazy I know!) who purchased this product, assisting them with setup, and providing guidance to address their concerns. As a result, customer satisfaction improved, and returns decreased. We love to see It!! 💗❤️‍🔥🥰

Now, let's talk about some ways to collect this valuable feedback:

• Post-purchase surveys

• Helpdesk ticket data

• Phone calls with customers

• Email communications

• SMS messages

• Focus groups

• Brand community

To gain a deeper understanding of your customer base, encourage your agents to act as the Voice of the Customer in your weekly meetings. Ask them to share:

• 😥 Customer complaints

• 🤩 Customer praises

• 🤔 Top pre-purchase questions

• 🤨Top post-purchase questions

•  💭 Any other observations they've noted

By seeing things from the agents' perspective, you can identify areas for improvement and make necessary adjustments to better serve your customers.

Lastly, don't keep these insights to yourself! Share them with other teams, such as marketing and operations, to ensure everyone is aligned and working towards the same goals.

Let’s make sure to give your customers a voice and that you’re listening!! 👂

🎙️ 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 📆

Are you ready to take your DTC eCommerce brand to the next level? Join Zoe May 2nd in San Diego for a gorgias and Inevitable Agency sponsored event. 💯

Have you join the CX discord server yet? What are you waiting for! We may have some fun events in the works 👀

🚨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!