Learning from these success stories, brands can implement innovative CX strategies in 2022
Customer experience (CX) has always been a value driver for businesses, and in an era of ever fiercer competition, it is more important than ever. A positive experience can keep customers coming back and turn them into vocal advocates for an organization.
For this reason, CX is a top priority for most companies, and several organizations have created effective CX strategies. Here are ten excellent examples.
Launched in 1993, Star Cruises is among the leading cruise line operators in the world and has been recognized as the “Best Cruise Operator in the Asia Pacific” 10 years in a row. The company did not want CX to suffer as demand for its services grew. So it leveraged CCaaS and UCaaS solutions to provide reliable support in every part of Asia, regardless of internet connection quality. Across various ports and routes, experiences remained consistent and memorable.
Online travel agency Priceline faced a massive fluctuation in service demand during the pandemic, often with unexpected spikes. So, it used several innovative tools like a web-based call-back option, speech-to-text, and sentiment analytics to get to know its customers better. It achieved first-time resolution for most interactions, providing fast, compelling, and memorable CX.
Canon Financial’s brand motto is amazing customer service that helps businesses access convenient financing options. It uses a cloud-based contact center to provide excellent services, day or night. Specifically, its automatic speech recognition tools allow customers to make payments without speaking to an agent. This removes friction in the customer journey and improves brand loyalty.
Payment and billing solutions company, PaySimple, caters to over 17,000 businesses daily. To provide memorable experiences, it used an innovative solution that established a VIP line for customer service. Also, it maintained logs of every customer call and interaction to proactively reach out to customers, armed with the information needed to provide a personalized CX. Indeed, call abandonment rates were reduced by nearly seven percent, indicating greater satisfaction among customers.
The financial services sector is notorious for poor CX, but Riyad Bank was determined to be an exception. It upgraded from a fully manual NPS feedback collection system to an automated one so that it could detect customer issues before they became a significant problem. Then, based on the feedback, it responded to close the loop, which eventually reduced the time to get a personal loan to just two days. Customers could get their hands on funds faster and remember the great experience when interacting with the company.
Cult Beauty faced significant supply chain challenges during the pandemic and had to deal with peaks in online service demand arising from the closure of its brick-and-mortar stores. So it used a combination of contact center automation tools to ensure that the company answered customers within the least possible amount of time. Its live chat service achieved an amazing 59-second wait time, and customers were so happy that CSAT increased to 92.6 percent.
Wine seller Vivino caters to nearly 54 million customers worldwide and has earned a stellar reputation over the years. However, when sales began to surge during the pandemic, it had to continue delivering memorable experiences with supply and service shortages. When sales increased by 2.6 times for Black Friday, the company was careful to regularly update its e-commerce portal, empower its agents, and minimize order delays, leading to an excellent rating of 4.41 on review sites.
Household appliances company, Banzai, caters to around 18 million customers per month, dealing with 160 million Euros in order value. Since its online catalog lists 600,000+ appliances, Banzai modernized contact centers to move to a push model, where an action is automatically triggered whenever there is an order delay, a payment failure, or any other CX event. As a result, it can stay ahead of customer needs and deliver an exceptional purchase experience.
Energy and manufacturing company ENGIE is committed to a zero-carbon footprint future and works with customers with shared values. It came up with a new business model called “zero carbon transition as a service,” — i.e., which would help ENGIE customers to become more energy efficient. It monitored every customer’s energy usage to offer practical advice and intervene whenever there was a need for a new energy efficiency solution. Customers not only remember this value-added service, but ENGIE also benefitted from cross-selling and up-selling.
Clarity is a business-to-business travel agency that went through a difficult period due to the pandemic. As it dealt with issues like refunds, Clarity decided to come up with bespoke SLAs that would help meet every customer’s need consistently. The company’s client base was delighted with the new approach, giving a high NPS of 81.
Looking to build memorable customer journeys across social channels? Find out how in our article: How to Deliver Excellent Customer Experiences on Social Media