CX Pulse Check - September 2024

Experience Action

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what's happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders.
Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissect a recent case that saw Sonos face significant backlash. The episode discusses valuable lessons for businesses on the importance of avoiding organizational silos and integrating customer insights consistently.
Next, we shift our focus to a seemingly mundane but crucial aspect of branding strategy: grammar and consistency. We discuss the need for clear and effective communication strategies, particularly during product rollouts. In a timely twist, we tackle the grammatical intricacies of Kamala Harris's name in the context of the 2024 election, illustrating how these details can impact clarity and user experience.
Lastly, we venture into the evolving world of furniture shopping, where technological advancements like augmented reality tools have disrupted how consumers visualize and purchase furniture.
Join us for a holistic exploration of how listening, communication, and technology are reshaping customer experiences and stay tuned for our next CX Pulse Check episode!
About Karen Lynch, Head Of Content at Greenbook:
Karen grew up in the research industry. Before joining Greenbook (https://www.greenbook.org/), she spent 30 years as a full-time qualitative researcher. All the while she dabbled as a part-time writer, earning bylines in mainstream consumer magazines, online publications, and popular anthologies. She merged her two passions when she took the role of Greenbook's Head of Content. In her role, she manages the content strategy and operations across Greenbook's publishing platforms: the Greenbook Blog, Podcast, Newsletter, and Global Events.
Follow Karen on...
LinkedIn: https://www.linkedin.com/in/karenmlynch/
Articles Mentioned:
Sonos App Redesign Fail: Customer Outrage and Falling Stock Prices (CMSWire) -- https://www.cmswire.com/customer-experience/sonos-app-redesign-fail-customer-outrage-and-falling-stock-prices/
Harris’ or Harris’s? Apostrophe row divides grammar nerds (The Guardian) -- https://www.theguardian.com/science/article/2024/aug/14/kamala-harris-or-harriss-apostrophe-row-grammar-nerds
Customer Journey Insights from 2024 Furniture Shopping Trends Study (Home Furnishings Association) -- https://myhfa.org/customer-journey-insights-from-2024-furniture-shopping-trends-study/
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Kapitler

1. CX Pulse Check - September 2024 (00:00:00)

2. Customer Experience in the Digital Age (00:00:10)

3. Grammar Protocol in Branding Strategy (00:06:11)

4. Consumer Experience in Furniture Shopping (00:17:35)

5. Empowering Success Through Customer Experience (00:26:14)