Have you ever made a purchase and rather than being happy with the product, you are simply in awe of the service you received while making the purchase? Customer experience, today, defines the companies. The industry leaders are at the top of the table not only because of their product but the service and the experience that they provide alongside the product.
We present to you a list of the top 10 companies delivering exceptional customer experience. These companies have made customer experience the center of every policy and product and it surely reflects in the customer base and loyalty they have gained over the years.
Before Uber, there was chaos. Uber is one of the best case studies because it shows exactly what you need to do to provide an outstanding customer experience. People at Uber have identified all the pain points people faced while hailing a cab- and they eliminated them one by one. No more painstaking anticipation while waiting for your cab because you know exactly where your ride is at any time and how much it takes until it’s there.
Moreover, the rating system for both users and drivers is the best way of ensuring that their services will always meet their clients’ and their partners’ expectations. Drivers only talk to you if you’re in the mood for conversations and some of them even offer you something sweet along the way. In-app credit card payment is also an advantage, given that fewer and fewer people carry cash on them.
Notorious for its incredibly high standards, this hotel chain is the epitome of excellent customer experience. One of the industry leaders when it comes to top 10 companies delivering exceptional customer experience, it’s worth mentioning how far the staff at the Ritz-Carlton would go for their customers and their well-being. According to their website, the Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. They pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance. The emphasis is on the personal part.
There are numerous stories about the staff going above their ways to deliver on the promise of making the stay comfortable for the guest.
Amazon is known for being one of the most customer-centric companies ever. It started as an online bookstore, aiming to enhance the process of discovery by offering a personalized experience. Now it is the biggest online retailer in the world and this shift wouldn’t have been possible without a genuine focus on customers’ interests and behavior. The more its portfolio expanded, the more integrated the business model had to become. Its customer success lays in the way its founder and engineers managed to remove friction from the online buying process while offering exceptional value in pricing and item choice.
The latest innovation proposed by Amazon is the launch of Amazon Go, a new kind of store, with no checkout required. Users can simply walk into the store, check-in with their app, and then start taking items from the shelves as they go, without needing to stand in line at the checkout counter at the end. Ultimately, they will be charged through the app and their Amazon account.
Amazon is constantly striving to make customer lives easy and making shopping a carefree process.
Apple is the brainchild of the man who epitomized excellent customer service, Steve Jobs. Continuing his legacy, Tim Cook is leaving no stone unturned to ensure his customers remain loyal. Apple even operates a personalized support portal where you can view every Apple product you have ever bought and receive support for the same.
Apple is still the company that everyone wants to defeat when it comes to Mobile and Computer. Despite being costly, it is trusted by people of all domains. This is because of the customer relationship the company has built over years.
A combination of supreme product and excellent customer experience make Apple one of the top 10 companies delivering exceptional customer experience.
No one walks out of Disney without moments they can remember and appreciate for life. This doesn’t just apply to the ultimate experiences, food, and games. Disney’s customer experience is unparalleled in the entertainment industry. In the way they assist, you will learn that Disney and its staff are on the constant lookout for delivering happiness.
They refer to customers as “guests” and take every measure to treat them as such. They are devoted to the language they use similar to Ritz Carlton. Disney shows that hiring the right people is essential to delivering customer happiness. They hire friendly, enthusiastic people not just to deliver good experiences but to deliver magic. Anything less is unacceptable in the universe of Disney.
Airline companies are notorious for their generally bad services. Yet this is an inspiring story of a real people person. He can be seen handing out water and donuts to people waiting in line at the check-in counter, along with the other crew members. Then they went on to host trivia games during a flight and gave away free tickets to any of their 60 BlueCities to the winners.
The JetBlue team goes above and beyond to satisfy its customers. Like when they did everything they could to return a simple pair of sunglasses to a client who left them on the plane. Empathy and cooperation are core values that trigger positive customer reactions. Something as simple as a glass of water may have been exactly what tired people in the queue were longing for. The thoughtfulness of the JetBlue staff left a lasting impression on those pleasantly surprised clients.
Hubspot is a sales, services, and inbound marketing software provider. Its customer service team knows it takes a lot to convince people to choose you over anyone else in the industry. Their solution? Providing potential customers or any interested parties with useful reports and information from the industry. They use content marketing to keep people as much as they can on their website and they always try to answer the most frequently asked questions from their field.
Hubspot is another such brand that focuses extensively on making the lives of its customers easy by providing resources that offer knowledge.
FedEx takes pride in connecting people and possibilities through its service. This cannot happen without open, streamlined communication. To ensure that, they recently moved to a single newsletter setup, moving away from multiple emails in a month method. They have prioritized accuracy over frequency, hence improving customer satisfaction.
They value customer feedback and are always open to suggestions, in a continuous attempt to set and improve customer experience best practices. FedEx also took on social responsibility, pledging to help 50 million people by their 50th anniversary. This journey is showcased on social media, through the hashtag #fedexcares. Among others, they are using their global network to deliver resources where they are needed most in times of disaster and for special shipments.
IBM started as a company designing and producing personal computers. Nowadays, it does much more than just that. It offers cloud services, AI tools, business analytics, and data management software and much more. It also publishes the prestigious, award-winning Industrious quarterly publication, both in print and digitally.
They also assign a team of specialists to new customers to help them integrate IBM Cloud Storage into their existing processes. These experts train them by showing the best applications of the tool depending on the industry they’re in. They understood that informed customers are the most engaged ones and also the most likely to use their services in the future.
In a world where business leaders and marketing specialists rack their brains to eliminate all points of friction and tension from the customers’ experience, Ikea chooses to build on them instead. It may seem counterintuitive but it’s part of the Swedish company’s brand DNA. The fact that you have to go through all the labyrinthine stores to find what you need, then to assemble the furniture pieces by yourself, at home, can both be important pain points but the way Ikea addresses them is the way that makes the difference.
Yet this doesn’t mean that Ikea doesn’t take into account its clients and their problems. The company’s mobile app allows users to browse through the online catalog, check for prices and availability of the desired products, and make a shopping list to help them better orient through the stores.
Using technology and AR, they are bridging the gap between online and offline stores, thus making the purchase a fairly easy process.
These are some of the industry leaders in their respective domains, working to reshape and enhance the way we perceive customer experience. This makes the lives of customers fairly easy. If you and your business are looking to deliver an exceptional customer experience, Survey2Connect can help you achieve your goal with our customer experience management platform. We have helped more than 100+ industry leaders enhance their customer experience and you can leverage our expertise too. Visit www.survey2connect.com to know more or simply book a demo and experience the power of CX yourself.
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