CX Demo

Author: Franz Malten Buemann

  • Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do

    If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment.  And when your little one is out of sorts, you want whomever you reach out to for help to care as much as you do. You need real, personalized assistance, not just product recommendations.   If this sounds like you, you’re in good company!  In the United States pet lovers spent an estimated $62.75 billion on their animals, according to the American Pet Products Association.
    Chewy.com Delivers Reliable Caring for “Pet Parents”
    At Chewy.com they start with your life as a pet parent.  “Chewtopians” answer your call 24 hours a day, seven days a week, 365 days of the year.  When you call Chewy, your call is answered within five seconds.  And a live and trained person answers the phone, ready to banter, talk about your pet or answer a complex question about pet food or pet care. These are pet lovers and owners, trained in all of the products.  And they share the bond you have with their pet. Empathy is a critical component in the reliability that Chewy delivers.  There are no call length limits, and you will never be handed off to someone else. Reps are trained to help you from start to finish – with you and your pet as their only priority. They help you both emotionally if you are having a challenge with your pet’s health, and practically, to find the right solution, whether it is a Chewy.com product or helping you find a health care provider.  These folks take an average of 7,000 unique calls a day, during which notes are taken there is company-wide memory and record of Fluffy’s name, profile and needs.

    How does @Chewy prove that it cares about pets as much as pet parents? Empathy is a critical component in the reliability that Chewy delivers. #CustomerExperienceClick To Tweet

    Prefer live chat?  Live chat conversations are answered within 6 seconds by a human.  Emails are responded to within 20 minutes with a personalized response. Swift social media conversations follow this same pattern.  You’ll hear back from a “Chewtopian” in less than 5 minutes when you connect or mention Chewy.com via Instagram, Twitter, Facebook or YouTube.   Swift and reliable continue in delivery, with 60% of orders delivered overnight.
    Build a Foundation of Trust
    The backbone of all of this behavior is relationship and trust.  If your pup won’t eat that pricey food you bought him, you’re asked to donate what’s left and are refunded, no proof required. Pictures of turtles, fish, dogs, cats and critters regularly appear in Chewy.com’s mail.  These are put into a raffle where on-staff painters paint 700 oil paintings each week and send them to surprised and delighted pet parents. They hand write, address and stamp holiday cards each year.  News of a beloved pet’s passing is often met with a bouquet sent to the grieving pet parent’s home.

    Shout out to @Chewy for the thoughtful gift of my baby Snowball. We LOVE it!! pic.twitter.com/2h9gy8ml8D

    — Rhonda A (@CoachRhondaA) December 10, 2021

    The Impact of Empathy
    Earlier this year, Motley Fool wrote, “During the question and answer session of Chewy’s fourth-quarter conference call, CEO Sumit Singh highlighted his belief that Chewy captured 57% of pure e-commerce sales of pet products in 2020.  And he believes that Chewy will go on to capture over 50% of all growth that will happen in the online channels in 2021.”
    In 2017, Chewy received the “Stevie Award of the Year” for best customer service. And PetSmart acquired them for $3.5 billion—for their ability to nurture and grow zealot online customers.  “Paws crossed” that Chewy.com will be able to continue it unique way of doing business and continue to thrive.

    Want more case studies? Pick up a copy of my latest book, Would You Do That To Your Mother? Get more impactful brand examples, activities, and insights in the book.
    Learn more about the book and find out where to order »
    The post Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do appeared first on Customer Bliss.

  • How to Know Chatbot Development?

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  • New Product Development Process: Everything You Need to Know

    Bringing a new product to life can be challenging. You know that you have an idea that can bring value to a target market, but you aren’t exactly sure how to bring your product to that market.
    This process can become especially difficult if you’ve never done it before, as you may not even know where to begin. Thankfully, a blueprint exists in the new product development process, which is a strategy that will help you bring your ideas to life. Read on to discover how it’s done.

    New Product Development Process
    New product development refers to the process that goes into bringing a new product to market, from brainstorming an idea to understanding if it fits into the market, ironing it out to prototyping to final commercialization.
    Although it can be a rather lengthy process that sometimes requires iteration, it’s all done to ensure that your product is the best it can be before it reaches your customers and solves their needs in the best possible way.
    Let’s discuss the different stages involved in new product development.

    1. Idea Generation
    The new product development process begins with idea generation, where you brainstorm an idea (or ideas) that will help you solve an existing customer problem in a new and innovative way. As you’re coming up with ideas that will help you solve customer needs, it’s important to have a robust understanding of your target market and the pain points they have that you want to solve.
    Your initial idea generation stage can be as simple as saying “What if we did this?” and then they become more ROBUST during the research stage.
    2. Research
    Once you’ve developed a product idea, the next step is conducting research to FLESH IT OUT. There are various steps you can take to do this, like:

    Market research to understand the current sentiment in your industry and if there are any holes that your product will fit into, and if there will even be demand for it.

    Competitor analysis to understand if customers think there are things your competitors’ products or services lack that you can incorporate into your product to better fit your target market’s needs.

    During this stage, you can also get early feedback from customers about what they think of your ideas before coming up with a final definition for your product. One of the best ways to get this feedback is through surveys, where you can easily and quickly collect information from existing customers. A high-quality tool like Lucky Orange can help you create these surveys, and with it, you can ask multiple choice questions about types of products they may be interested in, or more open-ended questions that give you more insight into customer opinions.
    This stage may include a bit of iteration because your research may tell you that you need to refine your original ideas and adjust your research scope before moving on to the next stage.
    3. Planning
    The third stage is planning, where you formulate a final product idea/definition based on your initial idea and research and begin coming up with your plans to bring it to life.
    When you define your final product, you’ll want to begin planning for what you’ll need in order to create it. For example, if you’re creating a physical product, you’ll need to source the necessary materials or find production partners that will assist in manufacturing.
    Planning also involves coming up with a marketing strategy that will help you effectively market when your product is completed, pricing models that make sense for your product, and that your customers will pay.
    It’s also critical to identify the teams that will be involved in your product development process that will help bring it to market, from the marketing teams that will promote your product to any possible external partners that will assist with production.
    4. Prototyping
    The prototyping phase is when you come up with a sample product that is a mockup of what will be created during mass production.
    This prototype is often referred to as a minimum viable product (MVP), which is a basic version of your tool, still similar to your final product, that will help you get a sense of how it functions and identify any areas that need to be improved.
    You may make multiple prototypes and go back and forth between this stage and the testing stage before you have a finalized prototype.
    5. Testing
    Before launching your product you need to test it to ensure it will work as advertised and effectively solve your customer needs. So, during this stage, you’ll share your prototypes with target audiences and ask for actionable feedback on how the product works.  
    Essentially, you want your product to be used in situations that are similar to real-world use cases so you know exactly what works and what doesn’t. Sometimes the results of your testing will require you to go back and make changes to your prototype, as mentioned above.
    Once you feel as though your prototype is finished and ready to solve your customer needs, you’ll begin product development.
    6. Product Development
    This stage involves creating the final product that will be commercialized once completed. You’ll use the insights gained from testing your MVP to make final touches to your prototype, and begin mass production.
    Depending on your type of business, you’ll likely have a different process for product development. For example, if you’re a SaaS business, your internal software development or programming teams will likely work to finalize code. If you create a physical product, you may outsource labor for certain components and assemble final products in your warehouse.
    Whichever your process is, your planning stage should’ve helped you identify how your product development will go.
    7. Commercialization
    The final stage of your new product development process is commercialization, where you introduce your products to market. This is the culmination of your brainstorming, research, iteration, where your audiences can finally make use of what you created.
    You’ll enact your marketing plans to make your audiences aware of your new product, and enact campaigns that will entice them to become customers.
    Although this is the final stage, many businesses launch their products and, over time, return to make improvements to their products based on customer feedback and market changes to ensure they’re always providing the best possible customer experience.
    From Brainstorming To Reality
    When you complete your new product development process, you’ll have brought your brainstorming ideas to fruition, and created a real product or service that solves a customer need. If you find success, you’ll have created a valuable strategy to replicate that will help you continuously innovate and create new products, giving customers the delightful experiences they desire.

  • Someone to take care of it

    “If I could just find someone to handle all the sales, I could get back to work.”

    “Do you know someone who can do all of the investments, accounting, taxes and strategies around money?”

    “Why do I have to spend time managing people, I want to get back to creating.”

    I hear this from busy creative entrepreneurs, soloists and creators often.

    If someone who cared as much as they did, but was focused and good at something like accounting or sales or management could just join in, life would be so much better.

    A consigliere!

    A proven partner who is not only trustworthy and skilled, but works cheap and is available to work at the scale of a small team’s operations. Someone able to work full time, or at least focus their full energy, the way you do.

    Well, when you put it that way, it’s pretty clear why this is a tough role to fill.

    If that superstar salesperson is so good, why on Earth would they want to drop everything and work to build your fledgling operation? Part of being a superstar salesperson is being smart about what you sell–and most of the time, that means picking things that are easier, more obvious and at a larger scale.

    The same goes for the money folks. Money is money, and if you’re good at managing it, managing more of it is probably on your agenda.

    There are two takeaways from these sobering truths:

    It probably doesn’t pay to spend a lot of your day wishing someone magical will take over for you. If it’s important, you might need to get good at it.
    The person you eventually find to work on these tasks is most likely to be like you, someone who is learning and growing as they go. They’re on their way to being a superstar, but they’re not there yet. You can get there together.

  • Why tax could have a huge impact on cross-border customer experience?

    Craig Reed, General Manager of Cross-Border at Avalara, discusses some of the ways cross-border tax compliance could impact customer experience over the festive period and how retailers can avoid it happening.  According to eMarketer, global e-commerce had a record year in 2020 by growing 26% to $4.2 trillion. For most retailers, online revenues peak during the festive period were up more…
    The post Why tax could have a huge impact on cross-border customer experience? appeared first on Customer Experience Magazine.

  • [Interview] Lessons Learned from Selling a $360 Million AppExchange Company

    With endless opportunities to explore, experiment, and create in the Salesforce space, a convincing argument can be made that we’re working in a “golden age” of entrepreneurship in tech.  As the brains and energy behind startups, Prodly (next-gen DevOps solution) and SteelBrick (CPQ), Max Rudman… Read More

  • Building a Better Salesforce Sales Process

    Salesforce sales processes play one of the most critical roles in your company’s revenue potential. A repeatable sales process that functions well will result in the sales team closing more deals faster. But if a process is broken or inefficient, revenue is lost along with… Read More

  • CryptoPayz Review⚠️WARNING ⚠️ DON’T BUY THIS WITHOUT MY 🥰 SUCCESS ORIENTED 🥰 BONUSES

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  • Christmas Commission Bundle Review

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  • Secret conspiracies and public systems

    It’s tempting to believe that powerful people and organizations are conspiring in secret to cause mysterious or unfair events to occur. The conspiracies supposedly involve dozens of people working across many time zones in complete secrecy.

    That’s truly unlikely. Unlikely because cooperation of this sort is hard to find, especially among the powerful, and because it’s essentially impossible to keep it a secret.

    What’s actually happening, right in front of us, all the time, is that systems are causing uncoordinated actions to occur. When banks, for example, create a cycle of more debt and higher interest rates for students, they didn’t need to have a secret meeting to pull that off. All they did was act within the system that they’ve built for themselves. When companies race offshore to pay ever less in taxes, no one coordinated that. It was a ratchet, a system that rewarded a race to the bottom. And even though the NCAA is an organized entity, it’s the system that has driven up the pay of college head coaches, not a secret conspiracy.

    If we’d like the world to work better, more fairly and with more of a long-term view, we have to identify the systems that push participants to do the opposite. And then we need to consistently and persistently work to change the incentives that cause the entities in those systems to act the way they do.