5 more examples of best in class CX
A smart approach to Time & Effort
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.
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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.
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Boots personalised experience shows why they are on top
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.
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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.
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KFC prevent the low battery panic
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.
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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
