As a CX leader, what do you do when you're tasked with building out customer support for a company that hasn't even launched yet? We sat down with Emily Stubbs, who is currently doing exactly that as she stands up the CX function at Aerflo, a new sparkling water hardware startup. Emily shares her playbook for learning a new product inside and out, building a knowledge base from scratch, and using data to proactively surface customer pain points.
Predicting the next time that a consumer is expected to buy a product allows you to make well timed offers that boost conversion. Here's how to do it.
Just this year, HelloFresh was fined £140,000 for sending over 79 million emails and 1 million SMS messages that violated privacy regulations. More specifically, HelloFresh had not been given direct consent from a huge chunk of their customers to constantly send marketing content to their inboxes but continued to do so anyway. And the truth is — not only were these aggressive marketing tactics unauthorized, but they weren’t exactly effective toward reducing churn either. In fact, HelloFresh has historically had huge issues with customer retention — seemingly more so than Blue Apron. So just like we did for Blue Apron, let’s break down why.
Snowflake have launched an LLM function feature, they call it Cortex. The idea is it lets you create a new column with a plain old SQL expression, which makes it super flexible. It's in public preview, so anyone can try it out.
Warby Parker is just one example of a digitally native brand that is absolutely demolishing the game, with revenues up over 12%, average revenue per customer up 9.3%, and their total customer base up over 2% in just 2023 alone. Rather than focusing on e-commerce alone, Warby Parker opened over 230 stores used primarily as showrooms for their products. Using stores as showrooms rather than the primary point of sale also means they can open smaller (and therefore more inexpensive) stores in larger volume. This method of balancing e-commerce with physical retail has been more than successful for the brand. But this isn’t the only way they’ve been able to intertwine the digital customer experience with the physical customer experience.
Last week we had a conversation with Josh Kernan, who is a VP and Head of CX & Marketing at Catalant Technologies. Catalant is a fascinating business一they run a platform to connect businesses with top-ter freelance consultants. Think an ex CMO or ex-VP of Supply Chain that has gone into independent consulting and is running 6 month projects for Fortune 500 companies.
To understand the reasoning behind the price increases in the luxury industry, we first have to understand what makes luxury, luxury. And it’s clear that at the center of it all, exclusivity is a major component of any luxury good or service. To make a product or service exclusive, it should be a) limited in supply and b) difficult to acquire. Because the supply for luxury goods is typically very limited, demand often surpasses supply, and as a result, prices continue to shoot up. And a lack of exclusivity is exactly why Farfetch, an e-commerce space for luxury brands, didn’t perform nearly as well as expected.
In the dynamic landscape of business, understanding your audience is crucial. Picture this: you have the key to uncovering the complexities of consumer behavior and preferences. This key is none other than the transformative field of segmentation research!
So, you've got an online store, and you're pumped about it. People are adding stuff to their carts, but after a little while...poof! They vanish without completing their purchases. What happened? This phenomenon is called Shopping Cart Abandonment, and this article will cover what this metric is, why it’s a big deal, and how you can prevent it.
For the past 8 years, Walmart has been pretty insistent on keeping its number of stores constant. But recently, the company has made plans to open up over 150 stores across the country. This might seem like a strange move considering how rapidly e-commerce is growing and how steadily in-person sales seem to be declining, but here’s why it makes sense for Walmart.
A case study of Cotera's lifecycle segmentation model. Learn how we helped companies decrease churn and identify upsell opportunities.
Nowadays, AI is absolutely everywhere - and everyone knows it. But here’s a common misconception. Lots of people believe that AI takes away the element of personalization by removing human-powered touchpoints entirely. But the truth is, it’s actually quite the opposite. Amazon — a company we’ve touched on before — just launched Rufus, a new AI-powered shopping assistant. And it’s a prime example of how AI is an incredibly powerful tool for personalization.