Fine tuning your customer experience and customer value management tactics matter more than ever for businesses nowadays. A positive customer experience is something that anyone spending their money has come to expect, and if they don’t receive it, they’re liable to take their money elsewhere. Providing a top tier CX is easier said than done, however, so in order to help you hone in on what qualities the best experiences possess, we’re going to look at five companies that do it the right way as an example.
Netflix owes a huge portion of its success to being able to offer a better experience for customers than “the other guy.” When they first started out, their ability to make it easy to rent movies and offering a plentiful selection of content put them ahead of the competition.
As the company has grown and adapted with how people now consume the majority of their content (streaming), Netflix has continued that philosophy of catering to the customer. From offering multiple membership tiers to consumers to finely tuning their algorithm to deliver the best shows and movies, they’ve done a great job honing in on what consumers want and delivering.
If you’ve been to a Disney resort before, you’ve seen firsthand the lengths that Disney goes to in order to wow their customers. The visuals and friendly staff are part of the equation, pulling visitors into Disney’s carefully crafted fantasy and transporting them to whatever world they’re trying to convey. Beyond that, though, Disney does a great job of leaving visitors wanting more, providing endless reasons to return to the park and experience it all again.
Uber knows what people want and they know how to deliver it with the least amount of hassle. When it comes to catching a ride, customers want convenience, which is why Uber concentrated on a digital platform that allows their clientele to request rides, indicate their location, get estimates on their ETA, and everything else they’d need right from their phones.
Continuing with that theme of providing convenience to customers, it’s hard to overlook how well Amazon has dominated this particular practice. What they’ve done, you might say, is remove all the friction from the process of having stuff delivered. It’s a perfectly streamlined process that doesn’t waste the customer’s time (especially if you use Amazon Prime).
Apple didn’t become one of the largest and most profitable companies in the world for nothing. The way they’ve carefully tailored the process of buying amazing gadgets and providing experts to fix said gadgets when something goes wrong has earned them the loyalty of customers across the globe. Once most people go Apple, they’re with the company to stay.