Welcome to the Juice Newsletter: EP 1!
Welcome to the Juice Newsletter, your go-to source for weekly CX and CS thoughts! I’m Brian, Head of Growth & CX Insights at Kustomer. Get ready to dive into today’s top insights and strategies.
CX INSPIRATION
I've been in CX for 10 years and realized great customer service is not just about answering questions—it's about creating a connection with your customers.
Every interaction is an opportunity to make a meaningful impact on your customers' experiences.
What changes have you made that delight your customers?
CX SPOTLIGHT
How Blu Dot Combines Brand with Customer Experience
Blu Dot is crushing it. They’re using customer service as an extension of their brand experience, and it's awesome to see.
Last month, I got a direct mail piece from them showing off their modern furniture. On the last page, they share their customer service philosophy: "We employ real people who are knowledgeable about all things Blu Dot. That's right, actual humans."
This simple yet powerful statement shows Blu Dot's dedication to quality and customer satisfaction. Here’s how you can take a page from their book:
Align Your CX with Brand Values
Start by defining how your customer experience reflects your brand values. Is your brand high-touch and high-quality? Ensure your customer support echoes this sentiment by providing personalized and knowledgeable assistance.
Leverage AI Thoughtfully
AI is a powerful tool, but it should enhance, not replace, the human touch in customer service. For brands like Blu Dot, AI can be used to support real humans in delivering exceptional service rather than just automating responses.
Empower Your Team
Equip your support team with in-depth knowledge about your products and brand. When customers interact with knowledgeable employees, it builds trust and reinforces your brand’s promise of quality.
Enhance Customer Loyalty
A knowledgeable support team not only solves customer issues effectively but also creates a lasting impression that drives loyalty. Customers remember interactions where they felt valued and understood.
Providing value back to your customers can be achieved in many different ways. Ensure that your customer support strategy reflects and reinforces your brand values, just like Blu Dot does!
INTERVIEW INSIGHTS
This past week, I talked with Dan from Loop Returns. Here were my top takeaways:
Rocking the returns game with Happy Returns
Loop Returns re-announced a strategic partnership with Happy Returns to offer their Shopify merchants a seamless, box-free, and label-free returns process. Customers can drop off returns at over 10,000 US locations like Walgreens without needing to package items or print labels. This new partnership has already proved improved customer satisfaction and sustainability.
Cost Savings and High Adoption Rates
Over 60 Loop merchants using the 2 solutions have saved more than $2 million in shipping costs. The Happy Returns drop-off option is chosen 81% of the time by customers, showing a clear preference for this convenient returns method.
Exclusive Integration with Kustomer
A new integration between Kustomer and Loop Returns allows customer support agents to manage returns directly within the Kustomer platform. This streamlined workflow enhances efficiency and is a unique feature exclusive to Kustomer, benefiting brands that use both platforms. Check out the full interview, where I dive deeper into how this partnership is transforming the returns process for merchants.
GOLDEN NUGGETS
Must-Read Posts:
- Citi’s Chief Digital Officer Connects Data to Customer Experience
- Canada Customer Experience Drops to an All-Time Low
- Starbucks Cuts Frappuccino Prices to Make Price Sensitive Customers Happy
- Companies using AI to Make Call Centers a Better Place to Work
BRAND SPOTLIGHT
Terra Cafe Gets Full Customer Visibility
Full visibility into their customers' journey was a non-negotiable for Terra Kaffe, and they weren't getting it from Zendesk.
Cate Marques, CXO at Terra Kaffe shared an all too familiar story:
“We found ourselves constantly with several tabs open just to track prior conversations with a customer, as they weren’t linked. Because we service a high-consideration, high price point, and high touch product, we found that customers tend to reach out multiple times with questions or feedback. Historical conversations being segmented made customers feel like we had no insight into their broader relationship with us.”
“Kustomer provides full visibility into the customer relationship.”
Compare Kustomer to your current CX solution and see why they made the switch.
