Feedback or Interrogation? Let’s Talk ??

Hello, dear reader,

Okay, storytime (real): So, the other day, I was booking a bus ticket on an app, and the second I hit the 'confirm' button–Ding! ??

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Ding! - How was your booking experience?

Ding! - Rate our service!

Ding! - Would you recommend us?

Ding! - Hey bestie, miss me? (Okay, maybe not this one ??)

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Followed by 'just' 20 WhatsApp messages, a flood of emails, and a few calls. ??

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I mean, chill. I just booked a bus, not my future. And the worst part is I hadn't even boarded the bus??

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But feedback isn't just a marketing problem. We all wait for a reaction after recommending a movie, a reply after sending that risky text, and I won't even get into social media posts (‘cause that in itself can be another newsletter). ????

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Look, feedback is important and cool—very cool, agreed. But this? This is a feedback attack—spam! And that’s what differentiates an excellent customer experience from the bad ones.?

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Why is Customer Experience so important? As I said, feedback is essential for all industries, but if there's one industry where customer feedback can make or break the experience, it's e-commerce.?

Frictionless interactions, a smooth checkout process, and quick delivery updates? That's what makes us go back to the brand, right?

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But where does feedback fit in it? Right at the center.?

The smartest e-commerce brands use feedback loops to enhance customer journeys without annoying them. And if you want to refine your CX strategy, we've got you covered.?

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?? The Ultimate Guide to E-Commerce Customer Experience

Here it is.

Keep your customers at the heart of your strategy, and they will notice and appreciate you–that's a true retention win for you. ??

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And speaking of retention, WebEngage just dropped its 2024 Wrapped ?? packed with cool updates that help brands create better, smarter engagement strategies.

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WebEngage 2024 Wrapped: Key Updates You Need to Know!

This year was all about segmentation, analytics, and automation — the holy trinity of retention marketing.?

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So, what's new??

?? AI-powered automation to personalize campaigns at scale

?? Smarter segmentation for hyper-targeted messaging

?? Better analytics to measure what actually drives conversions

And much more.

Feedback is like salt. The right amount can improve everything, but too much of it will ruin the experience.?

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So, just don't collect feedback. Listen, tweak, and improve. Because customers don't want to tell you what's wrong, they want you to fix it before they even have to. ????

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Next time you send your customers a feedback survey, think. And for starters, please don't send them 20 WhatsApp messages for one booking. ??

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Until next time, keep it effortless and meaningful. Always remember that a pinch of salt is perfect. ??