17 Innovative Customer Experience Examples

Delivering exceptional customer experiences has emerged as a cornerstone of business success. Quality of interactions between customers and brands holds significant sway over purchasing decisions, brand loyalty, and long-term profitability. As such, organizations across industries are increasingly prioritizing the cultivation of positive and memorable experiences at every touchpoint along the customer journey.

Great customer experience goes a long way in giving people a good perception of your business. If there is a 5% growth in customer retention, the company profits will rise by 25% to 95%. 

At the heart of all this lies customer experience. In today’s time reviews and word of mouth clearly outshine any other marketing strategy. Hence, creating the best customer experience example will help you to acquire new customers and retain the existing ones.

What Makes the Best Customer Experience?

Regardless of industry, no business can afford to offer a lackluster customer experience. Quality customer service is essential to business success for a myriad of reasons. How you treat your customer base will affect your retention rates and ultimately your bottom line. 

A totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer and 14 times as much revenue as a somewhat dissatisfied customer.

Here are the key factors that influence customer service experience:

• Consistent support – When businesses follow a simple mantra, “be there where your customers are” and offer consistent support across all the online & offline channels like websites or stores, customers receive the best multichannel messaging experience.
• Response time – When customers reach out to you and get real-time assistance their satisfaction level increases. Delivering instant responses to customers sets a great customer experience example for other businesses to learn.
• Service etiquette – Train your support team to be courteous and disciplined in terms of using positive language, practicing active listening, being empathetic, and making customers feel that you value them. It delivers a unique customer experience.
• Self-service options – When you develop comprehensive support content in the form of tutorials, product videos, and FAQ pages, it helps customers get the solution without reaching out to the support team.

17 Successful Customer Experience Examples 

Customer experience is not restricted to any specific sector. Investing time and effort into customer experience is usually the main focus of 68% of marketers.

Here is a list of the 10 positive customer experience examples that showcase how the top global organizations have decoded the secret behind providing outstanding CX.

1. Happy employees make happy customers
2. Collect customer service feedback 
3. Use AI to giveaway better customer experience
4. Deliver personalized customer experience 
5. Use live chat for better customer engagement
6. Create unique CX with social listening
7. Make your customers feel appreciated
8. Leverage bots to automate customer support
9. Practice real-time engagement
10. Empower your team to go the extra mile
11. Omnichannel experience
12. Proactive issue resolution
13. Community building
14. Transparency and trust
15. Streamlined processes
16. Personalized recommendations
17. Continuous improvement

Let us discuss the great examples of customer experience questions commonly asked and their key takeaways.

1. Happy Employees Make Happy Customers

“Internal customer experience determines the external customer experience” – Shep Hyken

When companies put effort into keeping their employees happy and feeling part of the company, they also go a step ahead to deliver excellent customer service. Good customer experiences are a vital part of the aviation industry as well. 

Southwest Airlines, the American Airlines company is known for maintaining an excellent work culture to make their employees happy and comfortable. They created a healthy work environment that consisted of teamwork, work values, and motivation.

The airline company sets an excellent customer experience example by being considerate of their customers.

When a man traveled to Denver to see his grandson for the last time:, got delayed due to heavy traffic and reached the airport 12 minutes after the plane was scheduled to leave. The pilot of the plane waited for the man before taking off.

Tips:

• When you treat your employees going the extra mile, they are ready to travel the same extra mile for you. 
• You should motivate employees by appreciating good work and acknowledging it from time to time.
• Never miss out on practicing training sessions for employees as an integral part of the company culture.

2. Collect Customer Service Feedback 

If you want your brand to create a positive customer experience examples, then you have to collect customer feedback for further service-quality enhancement. It is the best way to build customer loyalty. Training on interpersonal skills like active listening, and the use of positive words should be an integral part of your customer experience framework.

Listening helps to understand customer needs and concerns. It helps to align your services to their expectations. It applies the same to food and beverage brands. They need to understand their target audience to make their way to stand out.

SuperValu stores follow an innovative approach of collecting customer feedback to ensure our customers can expect the ‘WOW’ factor at all times.

To know the real value of their products, SuperValu conducted discussions with 12 customers twice a month. They were offered questionnaires related to the price & quality of the product, service levels, and ad promotions.

The customer’s feedback was positively recorded and further used to evaluate the store managers to enhance their planning procedure. Even Alaska Airlines does that and features as an excellent customer service example in the airline industry. 

Tips:

• You should offer multiple channels to customers to collect their feedback and incorporate them to build stronger products and services.
• Make a practice to conduct regular surveys (online or offline) to collect customer feedback and impart them into the customer experience model.
• When you implement customer feedback they feel a part of your brand and give goals to others on building great customer experience examples.

3. Use AI to Giveaway Better Customer Experience

Artificial Intelligence (AI) is being used greatly by companies to create digital customer experience examples. 

Casper, a small startup, attempted a trial over AI for the same. The company deals with mattresses, and sleep-related items and also hosts a one-year convention over getting sleep in just 40 winks. The sleep experts at Casper developed a chatbot Insomnobot3000 specifically for those people who face problems in getting sleep (insomnias). 

The chatbot remains active between 11 pm and 5 am. One has to just text Insomnobot3000 from their smartphone and it starts. It might give you some advice or sometimes initiate an interesting conversation. The chatbot also helped Casper collect basic customer data (phone number, email id) that was later used to send promotions and product information.

Tips:

• Deploy AI chatbots wisely to collect customer data and other details related to different attributes.
• When you develop an emotional connection with your customers, you become an unforgettable customer experience example for them.

REVE Chat offers a range of customer experience tools that can add great value to the way provide support. Sign up to empower your business with top engagement tools and deliver value.  

4. Deliver Personalized Customer Experience 

Personalization has always been in trend. You can create a personalized customer experience example by sending unique gifts and products to your clients. It cultivates customer loyalty and wins over customer trust.

Usually, it’s pretty hard to know the interests of a first-time customer. Still, you have chances to delight your customers in easy ways as Laura Ashley did.

They delighted the customer who ordered a bedding set with a surprise delivery of the product two days before the date of delivery. The surprise even doubled with a pair of lounging socks along with a personalized note. 

Further, the company centralized the information that all the branches will add to this surprise with a personalized note to connect with their customer and enhance the customer experience.

Tips:

• Follow simple ways to turn your first-time customers into loyal customers. For example- personalized notes, sending goodies on birthdays, anniversaries, etc. 
• Look for ways to thank your customers and encourage them to become brand ambassadors for your business. Loyalty schemes and money-off vouchers have proven success rates.

5. Use Live Chat for Better Customer Engagement

Live chat is one of the most preferred channels by businesses to connect with their customers in real-time. 63% of customers are more likely to return to a website that offers live chat.

Implementing live chat is the best way to level up the customer experience. It helps to provide instant assistance to the customers, which is one of their top expectations.

U.S. Patriot Tactical used live chat technology by using SMS to chat services that allow customers to start a live chat with their support expert just with a simple text message. 

To make communication faster, they displayed their “Text-to-Chat” phone number on their official website for order inquiries, status, and returns. It helped customers to connect with the support executive without any hassle and quickly resolved the issues.

Tips:

• Deliver real-time support to your customers with live chat, which will boost their satisfaction and experience.
• By using live engagement tools like video chat, co-browsing helps to deliver effective solutions in the first contact, and also a positive customer service experience.

6. Create a Unique CX With Social Listening

Social media platforms are a great way to set up amazing customer experience examples. It helps to engage with your customers conversationally and fetch consumer insights. 

By using various social listening tools like Hootsuite, brands can understand their customer preferences and can use them to enhance the customer experience.

Tommee Tippee responded to a tweet that went viral for a sippy cup. 

Ben Carter, an autistic child used to drink only from the Tommee Tippee sippy cup. His father was looking for a replacement for a Tommee Tippee sippy cup that was a limited edition. He tweeted with a hashtag saying #cupsforBen and the tweet went viral gathering thousands of retweets and likes. Finally, Tommee Tippee declared to create a limited run of 500 of the discontinued cups, especially for Ben.

How a simple hashtag can make things happen. 

Tips:

• You need to be observant. Carefully listen to what your customer says and figure out their interests, likes, and dislikes.
• Social media helps actively listen to what your customers say or want from your brand and promptly respond in real-time to what customers say about your brand.

7. Make Your Customers Feel Appreciated

Who does not like to be appreciated and customers are no way behind. So, never miss out on any chance to make your customers feel special. 

The Toronto-Dominion Bank, N.A. developed one of the best customer appreciation campaigns.  

It developed a customer appreciation campaign that makes it the best. It believed – ‘Money speaks the best way’. So, the bank thanked customers by giving them money.

In the latest campaign, the bank also created a TD Thank You Account where they surprised millions of their North American customers at ATMs, in branches, and on the phone with personalized thank you messages and gifts.

Tips:

• You should appreciate your customers by surprising them with creative ways of showing that you value them. 
• By appreciating customers, you develop an emotional connection which increases customer loyalty and brand credibility.

8. Leverage Bots to Automate Customer Support

The food delivery industry finds it very difficult to establish profitable companies. Deploying a chatbot can help to manage orders delivered at scale and create great customer experience examples. 

Swiggy, the Indian food delivery market, has now become India’s fastest-growing unicorn.

What techniques did Swiggy employ to achieve such high success rates?

• AI-based Chat: Artificial intelligence-based chats help users in resolving their queries immediately. For instance, if you want to cancel an order, you can go to the chat option. There, you will be provided with several options, and clicking on them will automatically move the conversation forward.
• Subscription Economy: If you want to be a successful organization in the 21st century, then you must think about subscription-based services. For instance, Swiggy has the Swiggy Super User, Amazon has Amazon Prime, and so on. Subscription-based services help you retain more customers, thus keeping the flow of money continuous.

Tips: 

• In the omnichannel world, artificial intelligence can be used to provide an excellent customer experience (CX) at any point of the B2B customer journey map.
• Fetch data insights with the help of artificial intelligence and enhance the customer experience of your brand.

9. Practice Real-time Engagement

One of the aspects of a better customer service experience is real-time engagement. You need to create customer interactions that produce prompt engagement.

Microsoft has a strong presence on Twitter, with dedicated Twitter accounts to numerous themes including events, security, and customer service. By covering all areas, Microsoft customers can interact and engage with every aspect of the brand.

The different Twitter channels serve a different purpose but the baseline is engagement.

Tips:

• You can encourage engagement by simply asking questions to start conversations, taking quick polls, asking for feedback, and commenting on other blogs, chats, and forums.
• You can curate content from your followers and also share user-generated content (UGC) such as photos or videos of your products through contests or other incentives.
• Respond to your comments on time on social media. When you respond quickly, customers are more likely to feel that your business values their feedback and will remember your response.

10. Empower Your Team to Go the Extra Mile 

Going the extra mile always pays back in delivering an excellent customer service experience. With the right team motivation ideas and tools, you can easily empower your team and make it feel confident in its ability. 

The Ritz Carlton is known for its award-winning customer service. One of the keys to its success is empowering employees to surprise, delight, and solve customer problems. 

One Ritz Carlton customer forgot their laptop charger in their hotel room. Before the customer had time to call the hotel, the charger was couriered to the customer.  

Ritz Carlton employees are empowered to spend up to $2,000 per day to improve the customer experience of any guest. All employees fall within this program, from front desk receptionists to housekeeping staff.

Tips:

• Empower your employees to take immediate action so that problems are solved quickly. When employees are fully engaged and empowered customers reap the benefits. 
• Monitor employee engagement and make improvements. It is the key priority that goes a long way towards providing better customer service.  
• Great customer engagement examples are created by employee engagement. Invest in training to make your employees capable of delivering a unique customer experience.

11. Omnichannel Experience

You need to provide customers with a seamless experience across all channels, whether it’s online, mobile, social media, or in-person. Suppose you are a business owner or leading a business. In that case, it is your job to ensure consistency in messaging, branding, and service quality regardless of the platform or device customers use.

For example, Starbucks. It offers a seamless omnichannel experience for its customers. Whether a customer orders through the mobile app, website, in-store, or at the drive-thru, the experience remains consistent. Customers can order on the app and pick it up at a nearby store without hassle. The loyalty program is integrated across all channels to earn and redeem rewards regardless of how they order. This consistency enhances customer satisfaction and loyalty.

Tips:

• You should ensure that your systems and platforms are interconnected and capable of sharing data in real time to provide a seamless experience across channels.
• You need to equip your staff with the necessary skills and knowledge to assist customers across various channels, maintaining consistency in service quality and brand representation.

12. Proactive Issue Resolution

You should keep one thing always in mind you need to anticipate customer problems before they occur and proactively address them. You can implement systems to identify potential issues, such as predictive analytics or monitoring customer behavior, and reach out to customers to resolve problems before they become significant.

For example, Amazon. It employs proactive issue resolution through its advanced logistics and customer service systems. For instance, if a package is delayed, Amazon may notify the customer with updated delivery information or offer compensation such as a discount on a future purchase. By addressing issues before customers complain, Amazon demonstrates its commitment to customer satisfaction and builds trust.

Tips:

• Give your customer service team the authority and resources to resolve issues promptly without needing to escalate them, and empower them to act decisively in the best interest of the customer.
• You should always keep customers informed about the status of their orders, service requests, or account issues through proactive notifications via email, SMS, or push notifications.

13. Community Building

Create a sense of community among your customers by facilitating interactions between them. This could include hosting online forums, organizing local meetups or events, or providing platforms for customers to share their experiences and tips.

For example, LEGO. It has built a vibrant online community through its LEGO Ideas platform. Customers can submit their designs for LEGO sets, vote on their favorites, and engage in discussions with other fans. LEGO regularly features user-generated content on its website and social media channels. This community-driven approach strengthens customer loyalty and encourages repeat purchases.

Tips:

• Create opportunities for customers to engage with each other and with your brand through forums, social media groups, or exclusive events.
• You can showcase user-generated content such as testimonials, reviews, and photos on your website and social media platforms to amplify the voices of your community members and encourage participation.

14. Transparency and Trust

It is imperative to build trust with customers by being transparent about your business practices, pricing, and policies. You’ll have to communicate openly about any changes or updates that may affect them and be honest about any mistakes or shortcomings.

For example, Patagonia. It is known for its commitment to transparency and sustainability. The company provides detailed information about its supply chain, manufacturing processes, and environmental initiatives on its website. Patagonia also publishes annual sustainability reports, showcasing its efforts to minimize its environmental footprint. It earns the trust of its customers and reinforces its brand values.

Tips:

• Be transparent about your company’s mission, values, and business practices through clear and accessible communication channels, such as your website, social media, and customer support interactions.
• If your company makes a mistake or encounters a problem, acknowledge it openly, apologize sincerely, and take proactive steps to rectify the situation, demonstrating accountability and commitment to customer satisfaction.

15. Streamlined Processes

You should simplify and streamline your processes to make it easy for customers to interact with your business. Minimize unnecessary steps, automate repetitive tasks, and eliminate friction points to create a smooth and efficient customer experience.

For example, Zappos. It simplifies the online shopping experience with its hassle-free return policy and free shipping on all orders. The company’s website features intuitive navigation, detailed product descriptions, and customer reviews to help shoppers make informed decisions quickly. Zappos also offers 24/7 customer support via phone, chat, and email. It ensures that assistance is always available when needed. These streamlined processes make shopping with Zappos convenient and enjoyable.

Tips:

• You should continuously evaluate and optimize your website, mobile app, and other customer-facing interfaces through usability testing to identify and eliminate friction points, streamline navigation, and improve overall user experience.
• You can utilize automation tools and workflows to streamline routine processes such as order processing, customer inquiries, and appointment scheduling, freeing up time for your team to focus on more complex tasks and personalized interactions.

16. Personalized Recommendations

It is a ultimate key to set an excllent customer experience management examples. You can use data analytics and customer insights to offer personalized product recommendations and tailored experiences. You can leverage past purchase history, browsing behavior, and demographic information to suggest relevant products or services that meet each customer’s unique needs and preferences.

For example, Netflix. It uses sophisticated algorithms to analyze user data and provide personalized recommendations for movies and TV shows. By tracking viewing history, ratings, and preferences, Netflix suggests content that aligns with each user’s interests. The platform also customizes the user interface, featuring categories such as “Because You Watched” and “Top Picks for You.” This personalized approach enhances the overall viewing experience and keeps customers engaged.

Tips:

• You can use advanced machine learning algorithms to analyze large volumes of customer data and generate personalized recommendations based on individual preferences, browsing history, purchase behavior, and demographic information.
• Offer personalized recommendations to the specific context of each customer interaction, such as their current location, time of day, device type, or recent activity, to deliver relevant and timely suggestions that enhance their overall experience.

17. Continuous Improvement

Customer service is a journey. You should commit to continuously improving your customer experience by soliciting feedback, analyzing customer data, and implementing changes based on insights gained. Regularly evaluate and refine your processes, technologies, and strategies to stay ahead of evolving customer expectations and preferences.

For example, Airbnb. It regularly gathers feedback from hosts and guests through surveys, reviews, and ratings. The company uses this data to identify areas for improvement and implement changes to its platform and services. 

Based on user feedback, Airbnb introduced features such as instant booking, enhanced search filters, and improved customer support. It ensures that its platform remains relevant and competitive in the market.

Tips:

• You can encourage creativity, experimentation, and risk-taking within your organization to foster a culture of continuous improvement and innovation, where employees are empowered to suggest and implement new ideas for enhancing the customer experience.
• Establish clear KPIs and metrics for evaluating the effectiveness of your customer experience ideas, such as customer satisfaction scores, retention rates, and Net Promoter Score (NPS). Don’t forget to monitor and analyze these metrics to gauge performance and identify areas for improvement.

Conclusion

Providing exceptional customer experiences has become paramount for organizations aiming to thrive and succeed. Customer experience (CX) encompasses every interaction a customer has with a brand, from initial awareness and consideration to post-purchase support and beyond. It’s not merely about delivering products or services but about creating memorable, seamless, and personalized experiences that delight and retain customers.

In this era of heightened customer expectations, businesses must constantly innovate and adapt to meet evolving demands and preferences. The most successful companies understand that exceptional CX is not just a one-time effort but an ongoing commitment to understanding, anticipating, and exceeding customer needs and desires.

By studying these real-world customer experience examples, businesses can glean actionable strategies and best practices to enhance their CX initiatives and forge lasting connections with their customers in today’s dynamic marketplace.