The future of customer experience

Read time: 2 minutes 45 seconds

Hey there! Here you’ll find cool shit about marketing & actionable insights.
Simple tools, resources, and frameworks to make you a better marketer.

TL;DR of today’s newsletter:

• The future of customer experience

• 3 links of the week to boost your marketing knowledge

Let’s dive right in.

The future of customer experience: Social Messaging

Social messaging is completely changing the customer experience game. And it’s necessary to think through your internal processes with your social media channels.

When was the last time you had an issue with a product/service and opted for direct messages? 

A month or so ago I was looking for indoor football shoes and found my old favorite e-com brand that I used to order from.

I couldn’t understand their shipping policy and first headed to Twitter – DMs were closed. Then I went to Facebook DMs and got a reply that someone will answer in the next 24 hours. It’s been a month… still no reply! I eventually ordered elsewhere and will probably never order from them again. 🤷‍♂️

And it’s just not me that’s overexaggerating things…

76% of consumers expect a response from brands within the first 24 hours of reaching out. And if they don’t get it? Well, 49% of them will unfollow brands that fail to deliver a top-notch customer experience. Yikes! 😬 

Almost 7 out of 10 consumers say that responsive customer service is the most important factor in creating a positive experience with a brand on social.

It’s pretty important, if you ask me, to nail this to increase your brand efficacy and retention!

Having managed multiple social media accounts for smaller companies, this lowkey scares me as the pressure of customer support may fall on your shoulders, the social media manager…

… So make sure to streamline your DMs with whoever deals with customer support. It shouldn’t be your job as a social media manager to be dealing with customer support – but to come up with dank memes and make sure the content calendar is filled. 😁 

Here are 3 tools that can help you “conquer the chaos in your inbox” as Agorapulse claims, and stay on top of your DMs on social:

• Agorapulse - Stay organized, save time, and easily manage your social media with Agorapulse’s inbox, publishing, reporting, monitoring, and team collaboration tools.

• Pallyy - Manage & reply to all of your comments, DM's, mentions, and reviews from all social platforms - in one inbox.

• Sendible - Grow your audience, attract new customers, and reach your social media goals with an all-in-one platform.

And it looks like Instagram is also on top of it, having just announced a new info page for businesses looking to maximize their DM connection process.

Check it out yourself for tips on how to make the best use of Instagram DMs and stay in touch with your audience. 👇️ 

Three links of the week

• 85% of sales are made on phones! Read the full report here to learn about the 5 biggest trends in the US retail and e-commerce space.

• First click, linear, time decay and position-based attribution models are going away from Google Analytics. Starting in June 2023, they’re going to be removed. Read here for more.

• Looking for ways to optimize your social media marketing strategy? SEMRush has put together 25 key elements of focus that can help maximize your social media efforts. Check it out here.

What the fuck I’m up to?

I have been taking care of my mind and body by aiming for >7 hours of sleep each night, reading 30 minutes daily, and consistently going to the gym. I stopped drinking coffee (eek, don’t cancel me!) and replaced it with green tea.

I can’t leave this gem by Gil unshared – a strong visual to think about. 👇️ 

And that’s a taco. If you made it this far, thank you!

If you liked this newsletter, send it to your 1 marketer friend – and catch up with them, you probably haven’t spoken for a while. 😏

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