Issue 135: driving revenue in CX? 💪💪

+ 48 min deep dive: Convert MORE viewers into Customers

August 23, 2024

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Anyone else feel like as you get older the weeks fly by and even worse the weekends fly by and what once was a crisp new January beginning is now a headlong rush to Q4 and eventual BFCM?

Im Old Rooster Teeth GIF by Achievement Hunter

| TWEET OF THE WEEK

Customer service is more than just a support function—it's a critical driver of business success. We're talking every stakeholder's dream: generating revenue from CX. The CS team is not usually seen as a revenue driver but rather a cost drainer, which I kind of understand that perspective. NOT. It's time to look at things from a different POV.

Here’s some revenue driving/cost saving tips for your CS team:

❌ Out-of-Stock Inquiries:

  • Tag tickets of customers reaching out about out-of-stock products and when the item is back in stock, have agents reach out to let customers know we’re still thinking of them!

  • You can even offer “early access” to the out-of-stock product to encourage loyalty and nurture the relationship with the customer.

✍️ Email Signature:

  • Have agents customize their email signature with their favorite new product in a fun, organic way and use unique tracking to see how it’s performing.

🙌 Customer Win-Backs:

  • The CS team is the first line of defense for customer happiness and win-backs and any CSAT score under a 5 is an at risk customer. Sometimes simply reaching back out and responding empathetically can win a customer back and even encourage them to spread the good word with their friends.

| YOUTUBE UNIVERSITY

Convert More Viewers Into Customers
48 Min Deep Dive

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| QUICK SHOTS

  • @sourfraser: Don’t be one of those brands that tests 3 new creatives a month

  • Preston 🩳 Rutherford: Lets bring up the elephant in the room. What does brand building look like for a small company trying to utilize its limited resources most effectively?

  • @RyeMcKenzie: Struggling to understand the problems in your niche? Quick fix:

  • Brayden Cruz: 🚨 There's a lot of misinformation floating around about Meta's recent updates rolling out through 2025. 🚨 

  • Peter Lee: Evergreen Creatives That You Should Be For Your Brand

| HERE FOR THE MEMES

| AND IN OTHER NEWS…

Meta Overhauls How It Measures Ad Conversions

Meta is announcing changes to its measurement tech as buyers have been increasingly less trustful of the data the platform reports back.

EU regulators question Meta about the shutdown of CrowdTangle

Meta’s decision to shut down CrowdTangle, an analytics tool that was an “invaluable” resource to the research community, is drawing fresh scrutiny from European Union regulators.

Shopping hauls are so back | CNN Business

Remember the shopping haul? Loading up purchases of clothing, accessories or skincare? The phenomenon is making a comeback in the digital age, helped by fast fashion, social media, faster sale cycles and an increasing dependence on buy-now-pay-later options. Erika Tulfo

Kamala Harris and Donald Trump battle over US election’s biggest issue

Both US presidential candidates are trying to win voters over on their plans for the economy.

Very demure, very mindful: How brands should navigate ‘internet speak’

TikTok-spawned viral phrases are here today, gone tomorrow. Some brands are quick to latch on. Should they?

| GET LINKED

Jon Loomer on LinkedIn: EDIT: This approach ALMOST works. I was getting data, but it turns out it… | 19 comments

EDIT: This approach ALMOST works. I was getting data, but it turns out it wasn't from Google searches that resulted in a conversion. You'll need to store the… | 19 comments on LinkedIn

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| STAT ATTACK 👊

| YOU’RE HIRED

Brand

Got a job you want us to list? Let us know.

| THE OUTRO

That’s it! We’re officially pressing pause at 3PM on Saturday. Everyone set your clocks. We’re not moving forward until we’ve all had a breather.

Enjoy! ✌️

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