Newsletter: The Friday F Yeah (2019)

I turned customer service calls into bite-size recordings, added a gif for visual interest, and gave them all song-themed titles:

That's What I Like, That's What I Like

The Way You Make Me Feel

And I Just Tell 'Em No We Ain't, and Get Down

I Want You to Stay

Ooh Whatcha Say (Caption video)

Is It Me You're Looking For? (DJ Jazzy DD Autotune Remix I snuck in as an Easter egg)

I wanted to showcase our department with more of a human face, so I drafted interview questioners and interviewed top performers. I recorded these interviews and edited the footage down to 2-minute bites. 

Team Lead Tiffany Pedro-Tirado on her team, our company, and our customers: Listen

Escalation Specialist Kenny Bruce on:

• Overcoming challenges: Listen

• Taking over 168 escalations in 5 months: Listen (and breathe with the gif!)

Top performing agents Kenny Garber and Amira Hudson on:

• Leaving their last company to join Aspiration together: Listen

• Favorite Aspiration moments: Listen

• Kenny reaching the most Wow moments: Listen

Our new director of customer service started a "Wow" PR campaign for the customer engagement department. Within a month, the department had to deliver 5,000 "Wow" moments to customers. These "Wow moments" could be gifts agents sent to customers (a program we called Delivering Happiness), positive customer reviews, high NPS scores, and more.

Per the tracker in the office, the department smashed the 5k goal ahead of the deadline. Issue 2 of the Friday F Yeah was dedicated to celebrating this achievement. People loved the Wow Moment highlights reel I created.

In each issue, I created a gif to highlight instances of agents brightening customers' day, a program our department called Delivering Happiness.

See Issue 6 gif

See Issue 7 gif

See Issue 8 gif

See Issue 12 gif

• Story Time: We highlighted an instagrammer telling a story about leaving Chase for Aspiration (we also made a gif of her snipping her Chase card in half)

• Will the Real Andrei Cherny Please Stand Up?: in Issue 6, I created a silly montage all of the instances I could find in which customers thought they were personally emailing our CEO. 

• Shout Out to Customer Wellness Policy Launch: In Issue 7, I dedicated a section to celebrate the launch of a policy to care for customers threatening to harm themselves, which coincided with National Suicide Prevention Month.

• Throwback to our CEO in a Sailor Hat: I often used my institutional knowledge to hide easter eggs in the Friday F Yeah. In Issue 7, I had dug up a gif Ryan Graves had made 2 years prior based on a silly photo of our CEO, then I added music and silly outro text.

• Fire Up Your Loud for an Aspiration Billboard: For an easter egg in Issue 8, I dug up a video from a colleague of one of our first billboards, then added a little something extra.