Welcome to the Juice Newsletter: EP 3!

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

As a CX leader do you find it challenging to keep up with all the product updates companies are pushing out?

Let alone where and how to best utilize them?

I recently discussed this with Jess Cervellon, former VP of Customer Experience at Feastables. Jess put it simply:

“Think of AI as an additional headcount to your support staff or your customer support analytics. Once you view it through that lens, it becomes much more manageable to move forward.”

How are you integrating AI into your CX strategy? Hit reply and let me know.

CX SPOTLIGHT

Building Trust From the First "Hello"

Last week I had an enlightening experience when the water sensor on my Breville coffee machine stopped working. Instead of contacting customer support, I turned to ChatGPT. In no time, I received a detailed troubleshooting guide, a relevant YouTube video, and alternative solutions. This quick, comprehensive support from an AI bot lead me to some key takeaways you can utilize:

Key Takeaways for CX Leaders:

Recognize Today’s Shift in Consumer Behavior: Consumers are increasingly seeking quick solutions from AI tools like ChatGPT and YouTube. This trend proves that traditional support channels are losing their edge.

Differentiate Your Brand’s Support: Ensure your support experience is superior to AI-driven self-service options. This will be difficult but just takes creativity. This could involve offering unique, personalized interactions that AI cannot replicate.

Enhance Accessibility of Support Resources: Make troubleshooting guides, how-to videos, and other resources easily accessible and integrated with your support channels to match the convenience offered by AI tools. Depending upon your support direction, either open it up to AI or keep it gated behind your brand.

Create Compelling Reasons for Direct Engagement: Develop strategies to encourage consumers to seek help directly from your brand. This could include exclusive content, loyalty rewards, or superior service guarantees that third-party AI like Google or ChatGPT cannot offer.

Do you want your customers finding support solutions outside of your brand, or do you want them seeking help directly from you? If the latter, it’s time to rethink and enhance your CX strategy to stand out in this competitive landscape.

INTERVIEW INSIGHTS

I hosted my second CX Weekly Live with Jess Cervellon, former VP of Customer Experience at Feastables. The first one was good enough where we just had to press Live again. We discussed using support to build customer loyalty. Here’s what I learned by the end of the livestream:

1. Addressing customer issues before they arise will significantly enhance loyalty. Providing thorough information upfront reduces friction and builds trust
2. Empathy is crucial for customer retention. Building a team that values customer interactions and shows genuine concern will lead to more loyal customers.
3. Use AI to anticipate customer needs and alert support teams to potential issues, allowing them to address concerns proactively and personally. That’s where AI will be most useful.

Check out the full LinkedIn Live session here.

GOLDEN NUGGETS

Must-Read Posts:

• Southwest Airlines Launches Enhancements to Transform Customer Experience And Improve Financial Performance
• Delta issues apology to passengers after CrowdStrike outage along with bonus miles, reimbursements
• Exclusive: Automated Voice Agents are Hurting Customer Retention

BRAND SPOTLIGHT

Discover the Secret to Terra Kaffe's Amazing CX

Join us for an exciting livestream today with Cate Marques, Chief Experience Officer at Terra Kaffe. Terra Kaffe is a growing brand known for its exceptional customer experience, led by Cate’s innovative approach.

I’ll ask her specifically about their proactive support strategies and how they anticipate support inquiries with product data.

Don’t miss out on learning from one of the best in the industry. Join us on LinkedIn Live for the discussion!