Hello, and Happy Tuesday!
I’ve been having a lot of conversations with startups. There’s a lot of unknowns in those first few years of owning an online retail brand.
Who will my customers be? (Sometimes it’s not who you intended)
What value will they find in my product? (It may not be what you expected)
What are customers willing to pay? (Many brands price too low)
How much revenue will I make? (Growth may come in peaks and valleys)
Because of these unknowns, it’s not uncommon within the first 3-5 years for there to be a mismatch between the brand’s customer experience tools and the brand’s customer experience needs.
You may be a 30 million dollar business still operating on the cheapest ticketing system, sharing one user account between 5 team members, and without the analytics to make decisions.
Or you may be a 10 million dollar business with strong capital investment, having launched the best-in-class platforms for which you pay tens-of-thousands of dollars and only use 20% of its capabilities.
It’s not only within the first few years that these mismatches can occur. As your customer experience function matures, and as technology evolves, you may find your current system isn’t keeping up with your growth or isn’t meeting the current service trends.
By reviewing your tech stack every year, you can be sure your tools are elevating your customer and agent experience, without overextending your costs.
Ready to make a shift? Contact me to schedule a free 30-minute consultation to discuss your CX tools!
Enjoy your day!
Kristen Szustakowski (she/her)
The CX Coach
kristen@tcxcoach.com