Everywhere around the world, customers want convenient and personalized solutions. These companies show that brands that put customers first will always succeed.
What does it take for a brand to connect with customers? Vulnerability, authenticity and innovation. In order to have a strong experience, customers need to feel connected to the brand and its employees. They want to feel like real individuals, not just numbers or dollar signs. This week brought stories of how companies can build connections with customers in a variety of ways that can all contribute to the customer experience.
Today the magic in the warehouse is real and it's getting some recognition. Costco is known for the value it provides to the customer, for its innovative business model, its humble servant-leadership and company culture - but we rarely think that Costco could go head to head with Amazon. However it was announced that Costco scored top marks for online shopper customer satisfaction in the recently released American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2018-2019.
When it comes to understanding customer satisfaction, it’s best to go straight to the source: the customers themselves. Perhaps no one does that better than the American Customer Satisfaction Index, a research groups that looks at more than four dozen industries to find out what customers are buying and how satisfied they are with their experiences.