Rethink Labs

Customer Experience (CX) can be hard to define and hard to assign within your organization. CX is by definition the overall perception and feelings a customer has about their interactions with your brand. As a result, it's a layer that runs across various teams within your organization. 🤔 When you’re thinking about your current customer experience, here’s some key factors and questions to ask: ➡ Ease of Use: How seamless and user-friendly are the processes and interactions for your customers? Are they able to find information and complete tasks without frustration? ➡ Consistency: Is the customer experience consistent across different channels and touch-points? Do customers receive the same level of service and quality regardless of how they interact with your brand? ➡ Emotional Connection: How do customers feel during and after their interactions? ➡ Resolution of Issues: How effectively do you handle customer problems, complaints, or questions? Using CES (customer effort score) in addition to CSAT and NPS can help refine your support process. ➡ Brand Perception: How is their experience shaping what they would tell someone else? ➡ Long-Term Relationships & Advocacy: Given their experience, how likely are they to be a repeat customer or recommend a new customer? If you’re scared to answer these questions or don’t know the answer, reach out! We're here to help you architect the best customer experience. https://lnkd.in/gHpYSagd

In the world of customer engagement, a well-crafted welcome series can be a game-changer. It sets the tone for your relationship with customers. We've got the insights you need to make it exceptional. Dive into our latest article here: https://lnkd.in/dwJkm8YK #CustomerEngagement #WelcomeSeries #CX #RethinkLabs

When putting AI in front of your users, it's important to keep in mind that they're humans and well... AI is not. 🤖 Here's our best practices to ensure an incredible UX when working with AI in your products. DO: ✅ Crystal clear communication - Keep it simple for your users. ✅ Trust through transparency - Share how AI is being utilized to build trust. ✅ Balance automation - Give users control over automated decisions. ✅ Personalization & privacy - Respect privacy and seek user consent. DON'T: ❌ Tech talk - Speak language your users won't understand. ❌ AI in disguise - Hide the fact the you're using AI. ❌ Hands-off automation - Restrict user input in AI choices. ❌ Data Privacy Slip-Up - Dive into data collection. Read the full article here: https://lnkd.in/gdJ-xp98 #AI #UX #CX #UserExperience #RethinkLabs

From intelligent chatbots to personalized recommendations and empowered support, AI-driven tools are reshaping the customer experience. 👩🔧 Discover how in our latest article: 👇 #AI #CX #UX #CustomerExperience #RethinkLabs

When we talk to teams (Customer Success, Sales, Product, Marketing), they often tell us that it’s hard to get everyone aligned around the customer journey because one team thinks they’re the clear owner, while another thinks they should have more ownership. The reality is that every team who has direct contact with customers should have ownership over the touchpoints they impact. To do this effectively, we encourage our clients to have a "keeper" of the customer journey – not the sole owner, but the sole caretaker. The keeper lead meetings, owns the maintenance of the document and ensures the journey is socialized across the company. They don’t dictate what their counterparts should be doing, but rather ensure there’s alignment. Check-out our blog post about this here: https://lnkd.in/guFNkSaP #CX #CustomerJourney

Do you have a customer journey? If not, you need one! If so, have you looked at it in a while? In a world where retention is down and revenue is declining, delivering a strong customer journey can work wonders to drive growth and retention. Here’s the benefits we see from journey mapping: 1️⃣ Spot Improvements Fast: You’ll be amazed at how fast you realize what’s working well and what could be better. 💡 2️⃣ Enhance Operations: Fix internal challenges for a better customer experience. Is it a people, processes, or product challenge? We can help you find solutions. ⚙️ 3️⃣ Unite Your Teams: The customer journey is a cross-functional team effort. (Stay tuned for our article on ownership!) 🤝 4️⃣ Be Customer-Centric: Focus on what your customer actually needs, not what you think they need. Understanding drives growth. 💚 📆 Book a session with us learn how we can best help simplify the complexity and start your journey on the right track. #customerjourney #cx #revenueretention