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Home | CX Blog | Tag: Time&Effort

CX Excellence – Hailo/My Taxi, LetsJetpack, Virgin Trains, Dominos Pizza

One of the best ways of explaining how CX works is by giving real life examples of Customer Experience Excellence. We have found genuine customer stories and shared insights into how these bring to life the Six Pillars in our CX framework.

The Six Pillars are based on creating emotional connections with customers and include Personalisation, Integrity, Empathy, Time & Effort, Expectations and Resolution.

cheerio

Ireland waves goodbye to Hailo

Albert Einstein remarked that “a thing should be made as simple as it can be but not simpler.”

The handover from Hailo to MyTaxi has been one of the smoothest and most straightforward I’ve experienced with a mobile app. As soon as I downloaded the app and opened it, it immediately gave me the option to merge all my details with my Hailo app.  No inputting data, no redoing my credit card details. Simple

What is the least number of steps required for the customer to achieve their objective? A recent much publicised advert from Lidl dramatized how much easier they are to do business with than Morrisons. The ad listed the 44 steps you needed to undertake to achieve lower prices via rival supermarket Morrison’s loyalty card, or the ad said “you could just go to Lidl”. Our research shows that any more than three steps begin to irritate or confuse. NPS scores tend to fall at step 4. I counted a total of 3 steps from downloading the new MyTaxi app to actually ordering a taxi, which exceeded my expectations having been worried about making the switch initially.

 

jetpack

Emergency necessities in a flash

For a price of between one and five dollars, students on Stanford University’s campus can now order an emergency delivery of essentials. Based on the idea that many of the items that people need while out and about are already at home, Letsjetpack provides travel sizes of 15 different products. Delivery is by fellow students, known as ‘Jetpackers’.

Rather than having to make an extra trip to the store, students download the app, select the products that are needed and within minutes, receive their delivery. From deodorant and energy drinks to painkillers and Kleenex, LetsJetpack covers most daily remedy needs. The founder of the company is planning to expand soon and bringing in the idea of selling themed kits, such as hangover cures or cold remedies.

Letsjetpack have built their business with the pillars of Time&Effort and Empathy in mind. Being students themselves, they understand the nightmare that can come from forgetting essential toiletries or cosmetics and are prepared to get them to whoever needs them, whenever or wherever.

 

virgin-sherlock

The case of the missing textbooks

Is there anything better than a good mystery? This particular case involved a schoolbag full of GCSE textbooks being left aboard a train. As far as excuses go, it’s not quite ‘the dog ate my homework’, but it’s close. Harriet, a member of staff, could have handed in the bag to lost property. But instead, she imagined what a nightmare losing all of your GCSE work must be, and put on her detective hat. Unfortunately, there weren’t too many clues in the bag, so Harriet followed her detective’s instinct and took a look at the textbooks. She discovered the name of the student’s school, and then gave them a call. Then, with a little help from teachers, she tracked down the lucky student, and reunited them with their work. Case closed!

Resolution is an important aspect of The Six Pillars. Indeed, every brand should prepare for such an eventuality in their customer experience strategy as, even with the most refined processes, there is a high likelihood of something going wrong. For organisations, the art lies in being able to deal with problems swiftly and efficiently. And if a member of staff is willing to go ‘above and beyond’ to resolve a customer’s problem, the customer may end up with a better opinion of the brand than they had before the problem.

Story courtesy of Virgin Trains –to read more Virgin customer stories visit their site here

 

 

dominos-google

Pizza on command

Anyone can now place an order for Dominos with the Google Assistant on Google Home by saying, “OK Google, order Dominos.” At that point the customer is seamlessly handed off to Dom, Dominos home-grown voice-activated virtual ordering assistant. Dom guides the customer through the ordering process using natural-language ordering technology. And if a customer doesn’t have ‘Google home’ they can do the same with the app on their phone.

Key parts of the customer experience (often because they happen first) are the time we spend waiting and the effort we have to expend to achieve our objectives.

Managing waiting time and effort is therefore critical to positive memories of the experience. Now that customers don’t need to expend any effort other than saying a command to their phone or ‘Google home’, all that stands in the way of them eating their pizza is the delivery time, which can be monitored on the app.  Dominos Pizza is covering every aspect of the customer journey brilliantly.

banker-counting-cash

Staff hold the key to remarkable experiences

A bank customer needed to withdraw cash from his account late on a Friday. Luckily for him the teller in the bank was willing to go out of her way to help a customer in need. Read the story below.

My wife and I had been in Florida when late on a Friday afternoon I got a call from my brother telling me that my mother had passed away. I started making arrangements to fly up to NY to take care of everything, and realizing that I needed a lot of cash, I quickly asked my wife to call the bank and see what time they closed at.”

“I got to the bank, and found it was locked, but knocked on the door, hoping someone would still be there. A woman came to the door, unlocked it and let me in, telling me that she spoke to my wife. She said she was sorry about my mother and that the vault was locked so she couldn’t get any cash. But she told me to sit down, and said “Make yourself comfortable. I’ll be right back.” She went back to the front door, went out, and locked me in the bank. There I was, locked inside a bank branch by myself on a late Friday afternoon. A few minutes later she came back to the front door, unlocked it, and came back in. She then gave me four $100 bills and said “I know this isn’t as much as you wanted, but I hope it can tide you over until you can get more.” I asked her where she got the money from, and she said “I went out to the ATM and took it out of my account. You can pay me back when you get back from NY.”

Some things can’t be taught to staff. This is definitely an experience that falls under this bracket. It just goes to show the importance of hiring the right people. Staff who are willing to go out of their way for your customer are your most important asset. They are the face of your business and have the power to make your customer’s experience with it a remarkable one, or a poor one.

 

We are always looking for examples of CX Excellence. If you have any yourself please send it on to us and we will feature it in our blog.

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

CX Excellence – Credit Union, Crown Plaza Hotel, Kimpton Hotel and Tesco

One of the best ways of explaining how CX works is by giving real life examples of Customer Experience Excellence. We have found genuine customer stories and shared insights into how these bring to life the Six Pillars in our CX framework.

The Six Pillars are based on creating emotional connections with customers and include Personalisation, Integrity, Empathy, Time & Effort, Expectations and Resolution.

Credit Unions give you a hug, while banks give you an interview

credit-union-first
Saragh, received a call last week from John – her Credit Union branch manager. John informed Saragh that a loan payment was overdue and they might have to put a black mark beside her name – effecting her credit score and ability to get future loans or a mortgage. Saragh apologised and told John that she was due to be paid at the end of the month and will be able to pay off the outstanding amount. She also promised to set up a standing order. John very kindly told Saragh not to worry and that all she needs to do is pop a cheque through their letter box or come in on a Saturday as they are open.

Saragh told us that the phone call felt like a chat with a friend and at no point did she ever feel stressed. John has managed Saragh’s account since day one and has built a strong relationship with her. John knows that Saragh can be relied upon to keep her promise. He also knew that Saragh is in her mid-20s and a black mark beside her name could lead to all sorts of trouble when she may need a mortgage or future loan.

Insight:
For the second year in a row The Credit Union were the highest scoring brand in our Customer Experience report. This is due to their remarkable scores in both Empathy and Personalisation. The way John handled the above experience shows us exactly why the Credit Union is excelling in these pillars.

CX isn’t just for big businesses

Chris Portfolio
Chris is an abstract artist with a passion for ‘wowing’ his customers.

Using handmade, curved canvasses and frames he paints to the music his customers request. Much like the image on a tattoo, Chris’ artwork will always have a personal attachment to the customer and he has found himself bonding emotionally with each customer while working with them.

One of Chris’ customers recently lost her brother in a terrible car accident. She asked Chris if he could design a butterfly canvass and if she recorded a song for him to paint to. Chris obliged and ended up visiting a recording studio to watch Denise and her husband record their own version of “Dancing in the Sky”. They took the recording back to Chris’ studio and created a living memory of Denise’s brother in this unique painting.

Over the course of the project, Denise and Chris had four face to face meetings and over 1,000 Facebook messages regarding the project. Chris put several projects on hold to see this one out as it had such importance to Denise and he felt it required his full attention.

A few weeks after completing the painting, Chris received the most wonderful thank you card saying: “You will never know how you helped through the darkest time of my life and now I have a smile and most prized possession in my Kitchen”

On a KPMGNunwood questionnaire on Empathy, respondents talk about staff members showing they care in three different ways:

  • Pays ‘special’ attention to me
  • Goes out of his/her way
  • Gave me something extra that I might not expect but will appreciate

Empathy is a way of addressing other people’s feelings in a way that helps them feel good about themselves – and feel good about you.

Chris is able to tick each of the above boxes in what he does with his customers and his business has boomed because of it.

Insight:
Chris’ profession may allow him to spend more time on each of his customers, but there is still a lesson to be learned for small businesses. SMEs have a significant advantage over larger businesses when it comes to delivering CX Excellence. large businesses have to pass decisions through silos and board members, potentially taking months. Small businesses can be agile and make decisions based on the customers best interest, instantly.

If you would like to learn more about Chris’ work you can visit his page here

Driving the extra mile for a guest

Hotel Concierge
Von works as a Concierge Officer for Crown Plaza Hotel and prides himself in going above and beyond for his customers

Last month, Von was approached by a customer with a question about the nearest petrol station. He was low on fuel and didn’t think he would make it. Read his story below.

“I arrived at the hotel last week with my petrol tank on red due to missing the previous petrol station. As I had an early morning meeting, I had hoped that I would have passed a petrol station on the way to the hotel. After speaking to the concierge, I discovered that the nearest place for fuel was some distance away, and I certainly did not have enough fuel to get there. When I explained my challenge to him, he immediately took control, and organized for a driver to go and get me petrol. When the petrol arrived they dealt with filling my car. This was all done as I was in my room relaxing. Crown Plaza Concierge Von, thank you for going to the extra mile; very much appreciated. I am not sure how many hotels would have helped as much as you did. Thank you.”

Insight:
The pillar of ‘Time and Effort’ is often one of the highest-scoring for some of Ireland’s most successful brands. Similarly, it is one that customers attach a particularly high value to. Time is regarded as a precious asset, and one that many people wish to protect at all costs.  Removing unnecessary obstacles, impediments and bureaucracy to enable the customer to achieve their objectives quickly and easily have been shown to increase loyalty.

Exceeding expectations is a proven way to increase loyalty

Bedside frame kimpton

Mark recently tweeted Kimpton Hotel to thank them for the wonderful experience they gave him and his wife.

Mark landed a role in a new company, having left his previous job due to restructuring. The only downside meant having to commute to Chicago, 2,000 miles away from his home in Los Angeles.

Mark is a member of the Kimpton Hotel Karma club and went online to book a stay at the local hotel with his wife, not too far from his home in California.

After making the initial reservation, he received a letter from a member of staff at the hotel. The letter asked about his reason for staying (business or pleasure) and if he had any requirements from the hotel. Mark wrote back to let the hotel know that he would be visiting with his wife for a weekend getaway. He also shared an image of himself and his wife from the last time they visited their hotel.

Upon arriving, they were told that their room had been upgraded. They were given a beautiful room with a view of the Hollywood hills. And to their delight, the image Mark sent was sitting on their bedside table, framed beside a personalised welcoming note. His wife was almost in tears at the gesture! Having been through a difficult few weeks with all the moving around, she could finally relax and put her worries to the side.

Mark said: “Kimpton never ceases to impress me. From goldfish you can “adopt” during your stay, to yoga mats in the closet and a fitness channel on the television. Nearly every property has a signature amenity and you can bet that I will take advantage of every one.”

Insight:
It is widely accepted that exceeding customer expectations is key to customer satisfaction, delight, and loyalty. Accordingly, it is critical for organisations to try to find out in advance what their customers’ expectations are, because a failure to meet or exceed those expectations could lead to dissatisfaction and defection.

Being a Karma Club member at Kimpton, Mark had his expectations for how his experience would play out. Kimpton didn’t just meet these expectations, they exceeded them.

This experience lead to mark writing a note thanking Kimpton on Twitter, to be seen by a number of his large following.

 

An unexpected delivery

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Upon the recommendation of a colleague I decided to give Tesco online shopping a go. I hadn’t given it much thought before and I felt that maybe it was for people who were doing giant amounts of shopping.

After I registered which was simple enough (I couldn’t find my address, but after a two minute phone call it was easily sorted), I started my first online shopping experience. It was so easy to navigate and for me I loved that you can see a picture of the product so you’re sure that’s what you’re getting. The system really works hard to bring it to your attention if you’ve missed an offer e.g. two for one. I thought that was really nice, and you still see very clearly highlighted all the offers that you would see when in-store. With my feet up and a cup of tea in hand, I did my weekly shop. I just wish I’d done it sooner!

While the experience was a really good one, the biggest highlight for me was the delivery men. They arrived within the delivery slot I’d booked and they carried the two crates of shopping into our home and unpacked the shopping before taking the crates away. While doing that, they were full of enthusiasm, giving us a few tips on how this all works, and their energy and helpfulness really impressed us.

I thought this might have been a once-off but every time since, the delivery men have been exactly the same in terms of energy and helpfulness. The odd time when something goes wrong, they’ve bent over backwards to help me. I’ve never had the same drivers but the type of people have been consistent every time.

Expectations is by far the lowest pillar score in the 2015 and 2016 Ireland Customer Experience Report. In Ireland we are terrible at managing and exceeding expectations. We tend to over promise and under deliver.  Brands leap ahead with messages that don’t quite match the experience, leading to expectations not being met. HR plays an integral role in customer experience excellence. Hiring the right staff is key – after all, they are the ones who interact with your customers the most, which means they have a direct impact on the brand’s customer experience. Tesco’s approach to hiring a certain type of driver allows them to exceed customer expectations. I would never have expected the delivery men to be more than just men who deliver.

Expectations are always changing and can be difficult to excel in. The Tesco delivery men gave me a far better experience than the regular in-store staff! The in-store staff are very good, but that’s the challenge of expectations and perhaps why Irish brands struggle to achieve good results. I would expect the in-store staff to be good as they are trained regularly and it’s therefore difficult to exceed them. With the delivery staff, my expectations were much lower and were far exceeded.

Hats off to Tesco!

We are always looking for examples of CX Excellence. If you have any yourself please send it on to us and we will feature it in our blog.

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

CX Excellence – Hailo, Ralph Lauren, Etihad Airways, Jet Blue,

Your weekly dose of CX excellence 

 

The extra mile is never crowded
Hailo Exceeding expectations

 

Brands now have the ability to remind us of their existence through phone notifications. When a recent mother of two twins received one of these from Hailo she sent them a unique letter explaining her absence. Hailo loved this so much that they topped up her account and offered a €100 voucher to her favourite Dublin restaurant, with a free taxi service of course! Going the extra mile for your customers is key to retention and your actions will differentiate you from your competitors.

Find out more here

Mirror, smart mirror on the wall

ralph-lauren-connected-fitting-room-600

 

One of the biggest challenges in retail has been making the shopping experience faster and easier for the customer. Some companies, like Ikea are introducing a virtual shopping experience to their website while others are looking to upgrade their in-store experience. Ralph Lauren are testing ‘connected fitting rooms’ that merge digital technology with in-store retail by using ‘Smart Mirrors’. These mirrors can show clothing stock with sizes and colours and can even communicate with staff, letting them know if a customer needs assistance. Using these mirrors allows the fitting process to run very smoothly for customers which shows that Ralph Lauren have their customers Time and Effort in mind.

Find out more here

Etihad Airways make an unexpected U-turn

Etihad airways

 

It’s not every day you hear about a plane making a U-turn back to the terminal from the runway. Etihad Airways did just that for two of their customers after they found out that their grandson was in intensive care. The couple had their luggage retrieved from the hold, and the quick-thinking Etihad staff even had their car waiting to expedite their journey to the hospital. This amazing act of kindness shows that Etihad Airways view their customers as more than just passengers, and are willing to go above and beyond to show that. What an amazing showing of Empathy!

Find out more here

Using humour to humanise remarkable CX

Jetblue Airways

 

Humour in Customer Service can be a very risky strategy, but customers appreciate the effort when used well.

Jet Blue and Amazon have found a great balance between professional service and simple ‘human response’ when communicating to customers about issues. A bit of empathy can go a long way in customer service and can make the whole experience a lot more enjoyable.

Find out more here

 

Amplifiers are a worthy investment

Davek_Golf_Umbrella_Flap_Open

 

Dialogue have created thousands of amplifiers for our clients over the years and nothing beats a good old fashioned umbrella.

When a New Yorker, stuck in the middle of a rainstorm with a 15 minute walk ahead of him was given a $130 umbrella for nothing, what did he do? He only went and told his thousands of followers on social media about it!
Invest in customer amplifiers so it’s easier for them to sell on your behalf.

Find our 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

CEXi report cover over Top 100 league table