How Beyoncé’s Latest Reel Teaches Us Cheat Codes in Customer Experience (CX)
Let’s talk about a critical component of Customer Experience (CX)—feedback. Not just collecting it, but actually using it to make tangible improvements that resonate with your audience. Think of it as getting cheat codes directly from your users, showing you exactly how to enhance their journey through your CX maze. Sounds great right?
However, what happens when you ignore these clues?
Well, you risk leaving your audience in the dust and those that were on the verge of hopping on your CX journey won’t ever make it. In today’s competitive market, that’s a no-go. Businesses that focus on CX have 60% more profit. If the shmoney isn’t enough to persuade you, maybe Mrs. Carter will.
Enter Beyoncé, or as we like to call her, Queen Bey, the master of attention, not just because of her star power but because she knows how to listen and act on feedback.
Recently, Beyoncé made waves with a candid reel that effectively put all skeptics to rest about the state of her natural hair. Lately, she’s been under the microscope, with many doubting the effectiveness of her Cécred hair care line products. I’m sure you’ve heard all the online guru’s talk about how they’ve never seen Bey’s real hair, but when is the last time you seen Miss Jessie’s hair? Better yet, is she even a real person….. I’ll wait.
Anyways, in classic Beyoncé fashion, she turned the tables with a simple message: “Don’t let the wigs fool ya.” Why? Because her hair is thriving, thanks to her products and the fact that she wears wigs is none of your business!
Let’s take it one step further, this wasn’t just any reel. It was a strategic move showcasing her not only as a mega superstar but also as a relatable figure. She became just a Southern girl, narrating her personal hair care experience. She allowed her down-to-earth personality to shine through in 90 seconds. Hell, she even wrote a caption and we do not see too many of those on her Instagram feed. This approachability transformed her from an untouchable icon into someone you might chat with at a salon while getting your hair done.
But here’s the kicker: Beyoncé’s approach is a perfect playbook for any business. She’s not just hearing her audience; she’s actively listening and implementing changes based on their CX feedback. And the result? The people are talking and pulling out their credit cards. She’s likely to see a spike in customer engagement and acquisition. This reel wasn’t just for show; it was a strategic move to convert the skeptics sitting on the fence into believers and customers.
So, what can we learn from Beyoncé’s CX strategy?
- First, listen to your customers—they’re often handing you the cheat codes to improve their experience.
- Second, don’t just collect feedback; use it to make meaningful changes that truly resonate with your target audience. It’s not about you; it’s about how you guide your customers from the point of acquisition to ultimate fulfillment.
Remember, in the world of CX, being seen and heard is just the beginning. The real magic happens when you act on what you’ve learned to create a more engaging and satisfying customer journey. Just like Beyoncé, you might find that the right changes not only enhance your product but can also dramatically increase your visibility and customer base. Now, are you ready to pick up those cheat codes and level up your CX game? Maybe you don’t have millions of people scrutinizing your new product, but you can ask those that are engaging with it for their input. To get you started, here is one of my favorite tools to gather CX feedback and insights from your users. Click here to read about Hotjar.
