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Home | CX Blog | Tag: time & effort

CX Excellence – Zappos, LUSH, CVS Pharmacy and Credit Union

Five more examples of CX Excellence

When your business offers world-class CX, customers come back for more. But more importantly, they tell others about you. They tell their family. They tell their friends. And – thanks to digital – they tell the world.

Below are real life examples of customer experience excellence, told by the customers themselves.

Zappos

A remarkable gesture from Zappos

Dialogue have been tracking Zappos’ CX Excellence for many years. Here is another classic!

A Zappos customer meant to return shoes she had bought for her mom before she had passed away and naturally didn’t have time. Below is the customers take on how the situation was dealt with by Zappos.

“When I came home, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.

Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is.”

The world’s top performers in CX score very highly on empathy with their customers, which is something you can’t buy or recreate through advertising. Zappos clearly get this with this amazing gesture of kindness. And have kept a customer for life as a result

 

 

lush example

Sometimes all your customer needs is a cup of tea and a chat

Lush’s workforce are trained to deliver great customer service, the company empowers its employees to go the extra mile for customers.

LUSH gives employees the freedom to make decisions in the spur of the moment, go off script and do what they feel is the right thing for the customer. As a result, empowered employees take pride and ownership of their jobs when they know they can exercise independent judgement.

“We recently had a customer who had just lost their job and visited LUSH to be cheered up. Our team approached her, sat her down in the store and offered her tea. We then started looking for products that would uplift the customer’s spirit, while listening to her story.” – LUSH team

Lush may be one of the bigger brands in the UK and Ireland, but they started off as a single shop and had to work their way to the top. And without CX in their philosophy they would be nowhere near where they are now.

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CVS Samaritans save the day

Customers are time poor and increasingly are looking for instant gratification. Removing unnecessary obstacles, impediments and bureaucracy to enable the customer to achieve their objectives quickly and easily have been shown to increase loyalty. CVS pharmacy has been running a ‘good Samaritan’ programme for over 30 years! Here is a customer’s take on an unexpected experience with them.

“On Friday night around 5:30 I got a flat tire on a very busy Washington DC area highway. I know I should know how to change a flat tire, but I have roadside assistance through my insurance and warranty so I never worried about it. I called my husband who works on the other side of town and he said he’d try to come over instead of having to use roadside assistance, which would probably take even longer.

I waited for about 5 minutes when a CVS Good Samaritan van pulled up. The gentleman, Ernie introduced himself and got right down to business to put on my spare. He even apologized for being tied up with another driver farther back. He told me I could call my husband and tell him not to worry. 5 minutes later my tire was fixed and I was on my way. CVS only asks that you fill out a postage paid comment card. Because of this service I will definitely be shopping at CVS more often. Thanks to CVS and to Ernie, who helped me out of a jam on Southbound 395.”

shutterstock_356694092 tie

Target employee gives interview advice

KPMG Nunwood say that “Empathy is the art of letting the customer know that you can genuinely understand what it is like to be in their shoes.” We couldn’t find a better example of this than a target Employee helping a nervous customer prepare for a job interview.

“In Target at Triangle Town Center. A kid came in looking for a clip-on tie for a job interview this afternoon. The store only had regular ties, so this awesome Target team member took the time to help the nervous teen put on his new tie, tuck in his shirt and then showed him how to give a proper handshake and tackle a few tough interview questions! As the kid exited the store, a bunch of supportive Target team members cheered him on! THIS is true Customer Experience – Right on the mark, Target!!”

South america example

An Irish financial institution that treats you like a family member.

Consumers crave a more personalised experience from their bank. Banks are fixated about advanced capabilities in e-mail and digital personalisation today. While they have buckets of customer data, they continue to struggle to stitch basic customer data together. First you have to know your customer before you can customise something for them. Making life simple for customers should be a priority for all banks. Forget about in-house cafes, free Wi-Fi and nappy changing berths.  Banks need to get engaged and treat their customers like a member of their family.

Below is a father’s take on co-signing a loan with his daughter in their local Credit Union. Proving why they are Ireland’s leading financial institution and overall brand in Ireland’s 2015 Customer Experience report

 “I was asked to co-sign a loan on behalf of my daughter who was taking a trip of a life time across South America. Upon arriving at Ranelagh Credit Union, I was greeted by the Manager. ‘’You must be Saragh’s father. She just called me to tell me she is running 3 minutes late. Would you like a coffee and I’ll get you started on the papers ‘’. When Saragh arrived, the paperwork was completed in minutes. Before I left, another member of staff greeted Saragh like a friend and handed her a list of great attractions she had visited on a similar trip before. It felt like I had walked into a family gathering. Everyone was excited for her and seemed to genuinely care about her safety.”

Dialogue is delivering Ireland’s first Customer Experience Masterclass in Trinity college on the 7th September.

Our readers can avail of a €20 discount by entering the discount code EARLY16 on the CX Masterclass page.

We would love to see you there

CX Excellence – Visa, Freestyle Libre, Boots, Zara and KFC

5 more examples of best in class CX

A smart approach to Time & Effort

smart ring

Visa have been given exclusivity for payment during the Olympics in Rio at official venues. They’re using this opportunity to introduce their newest payment method ‘The Payment Ring’ by giving one to each athlete to use during their stay. They simply need to wave their hand over a wireless card reader and it will make the transaction.

If this receives a positive reception, the Smart ring idea should definitely catch on.

The Visa payment ring could be the game changer as a new quick payment method, allowing customers to make purchases without even taking out their wallet.

Removing unnecessary obstacles to enable the customer to achieve their objectives quickly and easily has been proven to increase loyalty. Time & Effort must form a crucial part of any brands CX strategy, as focus on this key pillar has been proven to increase customer loyalty.

Find out more Here

 

Diabetes, without the blood
freestyle Libre

Empathy is about responding deeply to each customer’s immediate circumstances. Freestyle Libre have shown this by changing the way diabetics check their glucose levels. The current daily routine involves taking a blood reading at set times during the day. With this new piece of tech, diabetics can now get on demand glucose readings and view trends in their blood levels.

Freestyle Libre are saving parents a large struggle by making blood level reads simple for their kids.

All that is required is a single pin prick attached to a reader on the users arm once every 14 days, and they will have on demand access to their glucose levels.

This product is definitely made by diabetics, for diabetics as it takes a new empathetic approach to a daily routine in the life of someone with this disease.

When businesses speak about building ‘brand loyalty’ and ‘brand relationships’, it is empathy that remains a key factor to making these objectives achievable.

Find out more here

Boots personalised experience shows why they are on top

Boots-blog

Boots introduced a new app called the ‘Sales Assist’ which is the first of its kind in the retail sector. Its sole purpose is to make their customers purchasing as easy as possible. The app gives customers access to its 2,500+ stores inventories, allowing them to make recommendations and check product availability. And if what they want isn’t currently available, they can order it and pick it up at their nearest boots retailer. One of the apps key features is its ability to learn about its user through their purchase and viewing history. With the data, the app can personalise all recommendations and offers to the user’s preferences.

Boots’ app makes it easier for customers to get hold of the products they need, so this is another example of ‘Time & Effort’ Excellence. It also offers very relevant product recommendations depending on customers’ interest so that’s another key pillar; ‘Personalisation’ addressed. Boots featured in the top 10 of Ireland’s 2015 CX table and are showing no signs of slowing down their sector topping CX.

Find out more here

Zara disrupting the retail sector with self service

blog

Zara are looking to change the checkout process in the retail world. Will it be a success or a failure?

On the one hand, introducing a self-checkout system in their stores allows their staff to focus on more important things like customer facing jobs and stock taking. But on the other, it takes the friendly face out of making a purchase and could be a negative factor in shop choice for the non tech savvy, or for someone who would rather a human make their transaction for them.

It’s no secret that there is an issue with line times at Zara shops. This could be due to their laid back staff or their lack of tills. Zara are leading the curve to solve this issue and it shouldn’t be long before we see other retail brands follow suit.

It’s up for debate on how self-service in the retail space will be viewed, but there is no argument to the time and effort benefits for both Zara and its customers. Lines will move faster from lack of human error and customer focus on shop floors will rightly become priority.

Find out more here

KFC prevent the low battery panic

wattabox blog

A few weeks ago we talked about Chick fill A’s ‘Phone Coops. Well, KFC in India have taken a different approach to phones by giving their customers a portable charger. The ‘Watt A Box’ has the power to charge two phones to full and doesn’t cost any extra to the meal deals. If the idea catches on we can definitely see it spreading to chain’s across the world just like it did with the phone coops.

The ‘Watt A Box’ is a great amplifier for KFC and because it can be taken out of the box and recharged for personal use and means that customers will be using it even after they leave the building. KFC have stepped into their customers shoes with this, understanding that mobile phones are an important part of their customer’s lives. The ‘Watt A Box’ isn’t just a nice addition to a value meal but something that can allow customers to take their time and enjoy their meal without panicking about a low battery.

 

Find out more here

 

If you would like to explore how your company can activate CX excellence e-mail Michael Killeen to discuss further.

Or call Michael directly at +353 1 6622277 

CX Excellence – British Airways, City Bin, Home Depot And Costco

Each day, businesses go out of their way to give their customers a great experience and Dialogue want to give recognition to those doing it brilliantly.

Turning a bad experience into a remarkable one

Stepping out of your comfort zone to resolve an issue can be a refreshing improvement on an otherwise poor experience for your customers. When a British Airways pilot actually addressed his passengers from outside the safety of his cockpit to inform them of a lengthy delay, there was a much warmer response than usual from those affected. This showed that he cared about his passengers and that he was willing to take responsibility for something out of his control.

Find out more here

 

How City Bin differentiate themselves in a crowded market

CityBin_PP_PURPOSE
The City Bin Co. have become more than just a waste management company in recent years, with the stated mission of being,”the global service leader” in their industry and the stated purpose, “to provide excellent Customer Experiences.” City Bin have made it their mission to ‘wow’ their customers by going the extra mile. To drive its strong customer satisfaction and loyalty, City Bin have Introduced what they call “game changers,” by using customer insights to define and offer services that differentiate them in the market. And when you are in a market, crowded with clones of each other, the only thing that separates you from the others, is the experiences you give your customers.

Find out more here

 

Controversial game changer?


It may sound unsettling that brands could be listening in on your private conversations, but as technology advances and brands are able to utilize the information they are mining, companies like Home Depot in the USA won’t just be sending you an email about the products they know you want; they will actually be able to put what you are looking for on hold and have it delivered to you with your blessing. Embracing these changes can save consumers a huge amount of time and effort.

Find out more here

 

Don’t pull the wool over your customers eyes


When companies do something out of the ordinary to apologise it really stands out. If Costco sent you an apology for an issue you didn’t even know about how would you react? You would go out of your way to tell the people you know about how your expectation was blown out of the water. It’s acts like these that turn customers into your very own brand ambassadors.

Find out more here

 

The most important pillar for any business serious about CX

The Six Pillars - Personalisation icon
Personalisation is one of the most important pillars any business will need to master if they want to deliver CX excellence. The art of understanding the customer, and the ability to tailor your service around their needs, emotions and preferences, is the key to success. Our partners, KPMG Nunwood have given several examples of best in class personalisation from the UK, including banks and the current league leaders from the 2015 UK Table: ‘Lush’

Find out more here

 

If you would like to explore how your company can deliver CX excellence e-mail Michael Killeen to discuss further.

Or call Michael directly at +353 1 6622277.

Download a copy of the 2015 CEXi Ireland CX report here

 

 

Six Short Examples Of CX Excellence

 

The Six CX Pillars are a must for any business who wish to take Customer Experience Seriously.


In this video, Michael Killeen speaks about the importance of all six CX pillars, along with a short example for each one.

For more info visit: www.dialogue.ie
or email Michael on: mkilleen@dialogue.ie