Coronavirus may be inescapable in the news, but customer experience continues on. While many companies have slowed operations in light of the pandemic, others are soldiering on and taking big risks. Expanding to new areas and services can be a way to gather new customers and expand the experience, or it can lead to serious missteps. This week brought three stories of companies taking risks in hopes of reaching more customers.
Grocery shopping has always been a necessity, but the way it’s been done hasn’t changed in decades. The stores may have gotten bigger and flashier, but the core concepts were still the same: customers came into the store, picked their items, waited in line and took them home. But a push for personalization and customer experience, paired with new technology, has led to major changes in the grocery space that are only just beginning. Within the next five years, we’ll see major improvements to the convenience and overall experience of grocery shopping.
By bucking many industry trends, Trader Joe’s creates an unbeatable customer experience that can be emulated by brands in any industry. The store focuses on creating amazing individual experiences and builds real relationships instead of just pushing products. Relaxing, having fun and valuing customers and employees pays off in spades at Trader Joe’s.
Too many companies still give customer experience lip service. They do this by appointing a Chief Customer Officer or CXO. By hiring or promoting a Chief Customer Officer, or Chief Experience Officer the company makes it publicly seem like they understand customer experience and are working toward improving it, but this is often only a public gesture.
Financial services might not seem like the most emotive industry, but consumers tend to have some of their most emotional moments connected with their finances—things like going to college, buying a house or saving for retirement. So when Citi performed an audit a few years ago and realized it wasn’t coming across as emotive, it knew it needed to make a change to better connect with customers.
Coronavirus has been all over the news in recent weeks as people around the globe work to prepare for and prevent the spread of the disease. The global concerns and panic over public health have made their way into every aspect of our lives, including customer experience. How companies respond in times of crisis can have a huge impact on their overall customer experience. Here are three stories from the week that show the impact of coronavirus and the biggest lessons it teaches about customer experience.
As one of the largest retailers in the world, it’s no surprise that Amazon is regularly in the news. The company stands out not only for its innovation, but also for its customer-centric culture. Brands across all industries seek to follow in Amazon’s footsteps for growth and customer focus. This week brought three stories highlighting Amazon’s customer experience and influence in the retail space.
In the fast-paced tech world, it’s tempting for companies to rely on their products. But Logitech, one of the world’s largest hardware companies, knows the importance of being customer-focused instead of just product-focused. The company takes a unique approach by having its CIO, Massimo Rapparini, also lead customer experience. But the connection between technology, information and customer experience works as Logitech builds a customer-focused company that delivers quality tech products and forward-thinking digital solutions.
Helping customers file their taxes in a convenient, simple and personalized manner comes down to continually evolving and adopting new technology without letting go of what makes us human—those connections with other people. By tapping into all areas of the equation and building emotional connections, H&R Block can continue to improve its customer experience.
When Sascha Mayer had her first baby, she realized a common problem for working moms: not having a good place to breastfeed or pump for their baby. Especially when she travelled for work, Mayer had difficulty finding a dignified place to use a breast pump and often found herself pumping in the bathroom. In talking with other moms, she realized she wasn’t alone and that the problem was rampant across the country.