Welcome back to the Beat! We've got a lot of ground to cover in this issue, so let's jump right in:
Shake up your CX and shoot for the stars in 3 steps 🌠
CX management is like...gardening? 🌿
A crash course in self-awareness (and brilliant marketing) from Unilever 🍲
HelloFresh is thinking outside the (food)box to serve its customers 📦
Some crabby reviews from under the sea 🌊🎵
👀 INSIGHTS-OUT
Are you a CX fire-fighter or an architect?
The most common misconception about customer experience is that it's a reactive activity: you collect customer feedback; fix any issue emerging from your insights; rinse and repeat.
But here's the bombshell: setting up your CX programmes in such a reactive rut, while useful in the short run, will never lead you to stay ahead of the game and dominate your market.
So, how can you hard pivot your tactics and get to a proactive path? According to Jeannie Walters, CEO of Experience Investigators, you've gotta tackle these 3 reactive CX realities and turn them upside-down with a more proactive approach.
Is there such a thing as CX pruning?
Pruning is a necessary part of gardening, as every gardener knows. Without pruning, plants would not look the way you want them to, and they would be unable to grow.
Arguably, the same can be said about CX tactics! Just like with plants, when you go pruning your CX-boosting machine to maximum efficiency, you have to be smart and always think two steps ahead!
Adrian Swinscoe, Customer Experience advisor and author of Punk CX, suggests in this blog post how you can smarten up your CX efforts, keeping and improving product experience with fewer and fewer resources.
You CAN have too much of a good thing...like product consistency.
A lot has been said about the value of consistency in product design. Consistency will often reinforce your brand identity, help your customer associate a visual language with your products, and save you lots of money.
However, is this always the case?
In this article, Anna Arteeva, Head of Product Design at Payoneer Germany, makes the case that NOT feeding the consistency monolith can sometimes lead to better CX, lower costs, and cut down development time.
⚡️ THE POWER OF HUMAN
Facebook, Twitterand TikTok: small user-inspired changes that are making waves in the Social Media landscape—and that you should be aware of.
Unilever's Pot Noodle relaunched its marketing campaign using brutally honest consumer feedback...it boosted sales by 20%.
After seamless deployment (and MANY YouTube sponsorships), global meal-kit company HelloFresh is ready to venture into customer insights.
