Jess Cervellon's secret sauce for D2C success? Put yourself in your customer's shoes at every single touchpoint! 👟
🎙️ Catch the brilliant Jess Cervellon, Ex-Feastables, talking with Mason about -
❓𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗯𝘂𝗶𝗹𝗱 𝗮 𝘁𝗿𝘂𝗹𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝗽𝗿𝗼𝗱𝘂𝗰𝘁?
👉 Think customer-first at every stage. 𝘍𝘳𝘰𝘮 𝘱𝘳𝘰𝘥𝘶𝘤𝘵 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘮𝘦𝘯𝘵 𝘵𝘰 𝘱𝘢𝘤𝘬𝘢𝘨𝘪𝘯𝘨, 𝘬𝘦𝘦𝘱 𝘢𝘴𝘬𝘪𝘯𝘨: 𝘞𝘩𝘢𝘵 𝘥𝘰𝘦𝘴 𝘮𝘺 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘯𝘦𝘦𝘥?
👉 Anticipate questions. 𝘏𝘰𝘸 𝘤𝘢𝘯 𝘺𝘰𝘶 𝘢𝘯𝘴𝘸𝘦𝘳 𝘯𝘶𝘵𝘳𝘪𝘵𝘪𝘰𝘯 𝘢𝘯𝘥 𝘢𝘭𝘭𝘦𝘳𝘨𝘦𝘯 𝘲𝘶𝘦𝘴𝘵𝘪𝘰𝘯𝘴 𝘣𝘦𝘧𝘰𝘳𝘦 𝘵𝘩𝘦𝘺'𝘳𝘦 𝘢𝘴𝘬𝘦𝘥?
👉 Make information accessible. 𝘌𝘮𝘢𝘪𝘭𝘴, 𝘘𝘙 𝘤𝘰𝘥𝘦𝘴, 𝘍𝘈𝘘 𝘱𝘢𝘨𝘦𝘴 - 𝘨𝘪𝘷𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 𝘦𝘢𝘴𝘺 𝘢𝘤𝘤𝘦𝘴𝘴 𝘵𝘰 𝘪𝘯𝘧𝘰!
👉 Consider every touchpoint. 𝘗𝘢𝘤𝘬𝘢𝘨𝘪𝘯𝘨 𝘮𝘢𝘵𝘦𝘳𝘪𝘢𝘭𝘴, 𝘴𝘶𝘴𝘵𝘢𝘪𝘯𝘢𝘣𝘪𝘭𝘪𝘵𝘺, 𝘸𝘦𝘣𝘴𝘪𝘵𝘦 𝘥𝘦𝘴𝘪𝘨𝘯 - 𝘪𝘵 𝘢𝘭𝘭 𝘮𝘢𝘵𝘵𝘦𝘳𝘴!
🔥 Hot take: "How can I make a website that answers the questions for my customer at the time of them browsing before it actually becomes a support ticket?"
Want more game-changing #CX insights? Check out the full interview.
#Ecommerce#CustomerExperience#Commerce#AI
I think about it from everything that you're doing like let's just take like a CPG company, right? I have a product and I'm like looking at my product and I'm developing out my product, OK, My product yes has a taste. It has like, you know, attributes to like what like what it is to consume it. So like thinking about like what is my customer thinking about this going back into data and information that our customers have given us about other products, right? Like what are their likes? What are their wants going down to OK, so now like. They have that product, but now I have to wrap that product into packaging. How do we, how do I answer the nutrition facts before it becomes a question for us? How do I give them the right allergen information? How do I make it accessible? If you have additional information where to go, Maybe it's not just an e-mail, Maybe it's a QR code that leads you to like, you know, our website and an FAQ page, right? Like, I don't know, I'm just making up things on the fly, but like I'm like thinking about it from like every aspect of like that product. How do? Aye, how am I constantly keeping the customer at the forefront of that development and every piece that we do so even in the packaging of what's printed on it, what is the materials of that packaging that is being utilized? Our customers going to agree with it and my contributing to, you know, a sustainable lifestyle Like just it's like there's so many questions, so you're calling to constantly answer and put yourself in your customers shoes and even taking a step back like not even just like on a CPG aspect, right, like in DC aspect like. How can I make a website that is answers the questions for my customer at the time of them browsing before it actually becomes a support ticket and like they need help from somebody Like it's that's it's just thinking about their entire experience with your brand from every single touch point.
Thank you for having me on!