In today’s competitive business landscape, providing an exceptional customer experience is no longer a luxury but a necessity. Customer experience initiatives have proven beneficial across various industries, from banking to e-commerce, showcasing the universal importance of CX. As customers increasingly expect personalized and efficient interactions, companies are turning to guided customer experience (CX) solutions to deliver seamless and satisfying experiences. Guided CX goes beyond traditional methods by leveraging innovative technologies that allow agents to visually guide customers through their journey, addressing their needs in real-time. Leading enterprises are leveraging guided CX to achieve success — but how? What does that experience look like? And what are these leading brands accomplishing through guided CX technology?
Here are some best-in-class examples of companies that have successfully implemented guided CX strategies to revolutionize their customer support, resulting in enhanced satisfaction, improved resolution rates, and increased customer loyalty. From streamlined online tax preparation to intuitive marketplace navigation, these examples showcase how guided CX is transforming the way businesses interact with their customers.
Let’s dive in and see the power of guided CX in action.
A large bank brought the human touch to their digital experience to delight customers.
One in four bank customers are unlikely to ever set foot in a branch again, preferring a completely digital experience, according to a global survey. As banks adapt to changing customer preferences, there’s a need to maintain the personal, human experience in online banking. A top-five U.S. bank successfully transitioned its in-branch experience to the digital environment, doubling online banking transactions. By humanizing the online experience and offering real-time assistance, the bank enhanced customer satisfaction and trust. This case study showcases the importance of blending automated and human experiences to create a top-notch customer experience in the digital era.
Read the case study: The Future of Banking: How a Top-Five U.S. Bank Delights Customers by Bringing the Human Touch to Their Digital Experience
MINDBODY knocked down barriers to communication between agents and customers, lifting customer satisfaction & product adoption.
MINDBODY, the leading wellness services online marketplace and software platform, prioritizes customer experience as the key driver of brand loyalty. To enhance their customer support and training processes, MINDBODY partnered with Glance. With Glance’s sharing session feature, MINDBODY support agents can instantly view and navigate the customer’s screen, providing real-time guidance and assistance. This enables quick issue resolution and efficient software training. As a result, MINDBODY achieved measurable savings in average handle time and reduced customer churn. The company also strengthened its relationships with customers, empowering health and wellness company owners to operate more efficiently. By implementing Glance, MINDBODY successfully improved customer satisfaction and operational effectiveness.
Read the case study: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction
Truckstop.com removed friction from agent and customer interactions, resulting in shorter service calls, better user training, and happier customers.
Truckstop.com, an online marketplace connecting shippers and truckers, faced challenges in efficiently assisting callers and understanding their specific needs within their app. By implementing Glance, Truckstop.com enabled their service agents to view the subscriber’s browser screen, gaining visual context and expediting issue resolution. Agents can highlight items on the page to guide subscribers toward quick resolutions. The integration of Glance with Salesforce provided a seamless experience for both agents and subscribers, with sessions automatically logged for performance analysis. Glance is also used for onboarding new subscribers, allowing trainers to cobrowse, provide guided tours, and highlight navigation items. As a result, Truckstop.com experienced shorter and easier service calls (a 50% reduction in AHT!) and increased agent satisfaction.
Read the case study: Truckstop.com delivers premium customer care with Glance
Intuit TurboTax transforms the tax preparation experience with hands-on collaboration that turns confusion into confidence.
Intuit’s TurboTax, a popular tax preparation software, implemented Glance’s visual engagement technology to enhance customer collaboration and support. With the SmartLook™ feature, TurboTax experts can view the customer’s screen and provide real-time guidance by highlighting and annotating the user interface. This one-way video connection streamlines the tax preparation process and boosts customer confidence. Intuit experienced significant improvements, including a 10% increase in customer resolution rate, an 18% rise in Transactional Net Promoter Score (tNPS), and a 15% reduction in average hold time. Glance’s cloud-based cobrowsing technology ensures security and privacy while enabling seamless interaction between experts and customers. Overall, TurboTax users benefit from a more personalized and efficient filing experience, thanks to Glance’s visual engagement solutions.
Read the case study: Glance Makes Customer Interactions Less Taxing for Intuit
Introduction
In today’s competitive market, providing exceptional customer experiences is crucial for businesses to stand out and drive growth. Customer experience (CX) refers to the interactions and experiences that customers have with a company, from initial awareness to post-purchase support. A positive customer experience can lead to increased customer satisfaction, loyalty, and ultimately, business growth. In this article, we will explore various customer experience case studies that demonstrate the impact of CX on business growth, customer satisfaction, and loyalty. These examples will highlight how companies across different industries are leveraging innovative solutions to create memorable and effective customer interactions.
Exceptional Customer Experience Case Studies
Exceptional customer experiences are those that exceed customer expectations and create a lasting impression. Here are a few examples of companies that have achieved exceptional customer experiences:
-
Trex: Trex, a home improvement company, partnered with 3Pillar Global to build a photorealistic deck design app. This innovative app allows customers to upload an image of their backyard, input dimensions, and share preferences. The app then recommends specific materials and products to help customers make their dream deck a reality. By providing a detailed blueprint, estimate, and shopping list, Trex ensures that customers have all the information they need to complete their project, resulting in a seamless and satisfying experience.
-
CARFAX: CARFAX, a company that provides vehicle history information, collaborated with 3Pillar Global to bring new products to market. This partnership resulted in the development of six new products, including CARFAX for Dealers, a digital B2B solution, and CARFAX for Police, a mobile/web app designed to streamline the process of filing accident reports. These innovations have significantly enhanced the customer experience by providing more data and tools to various stakeholders in the automotive industry.
-
E-commerce Client: A major online brand specializing in custom blinds, shutters, and shades partnered with 3Pillar Global to modernize their e-commerce site. The revamped site now supports over 200 users simultaneously, offering an improved user experience that drives online sales. By focusing on user-friendly design and functionality, the company has successfully enhanced customer satisfaction and boosted business growth.
Customer Feedback and Satisfaction
Customer feedback is a crucial aspect of customer experience. It helps businesses understand customer needs, preferences, and pain points, enabling them to make data-driven decisions that improve customer satisfaction. Here are a few examples of companies that have used customer feedback to enhance their customer experience:
-
Workspace Group: Workspace Group, a real estate company, implemented a process improvement initiative aimed at driving sustainable growth and streamlining operations. By collecting and analyzing customer feedback, Workspace Group gained valuable insights that informed their decision-making process. This data-driven approach led to significant business growth and improved customer satisfaction.
-
LCHS: LCHS, a healthcare organization, partnered with Resonate.CX to enhance their customer experience. The partnership focused on increasing feedback responses and improving the Net Promoter Score (NPS). Through targeted efforts, LCHS achieved a 61% increase in feedback responses and saw their NPS peak at +77, indicating high levels of customer satisfaction.
-
Tops Day Nurseries: Tops Day Nurseries, a childcare organization, implemented a closed-loop feedback process to improve customer satisfaction and employee engagement. By actively seeking and acting on customer feedback, the organization identified areas for improvement and made necessary changes. As a result, Tops Day Nurseries increased both their NPS and Employee NPS scores, demonstrating a commitment to continuous improvement and customer-centricity.
AI in Customer Experience
Artificial intelligence (AI) is increasingly being used in customer experience to enhance personalization, automation, and forecasting. Here are a few examples of companies that have successfully implemented AI to improve their customer interactions:
-
Ulta Beauty: Ulta Beauty leveraged AI to personalize marketing campaigns and offer granular customer recommendations. By using marketing automation and AI with SAS Customer Intelligence 360, Ulta consolidated customer data and developed predictive models to optimize their print marketing campaigns. This approach led to a 95% increase in sales from returning customers, showcasing the power of AI in driving customer loyalty and business growth.
-
Liberty London: Liberty London utilized AI to automatically classify and route customer support tickets. By implementing the Zendesk AI platform, the company was able to identify and label customer intent, sentiment, and language. This automation helped Liberty London manage busy customer service periods more efficiently, resulting in an 11% decrease in ticket resolution time and a 73% decrease in first reply time.
-
TGH Urgent Care: TGH Urgent Care used AI to deflect hundreds of daily calls to SMS conversations. By deploying an FAQ AI chatbot for after-hours inquiries, the company reduced the number of incoming calls by 40% and increased their call answer rate to 80%. This innovative use of AI improved operational efficiency and enhanced the overall customer experience.
Omnichannel Customer Experience
Omnichannel customer experience refers to the ability of customers to interact with a company through multiple channels, such as social media, email, phone, and in-person. Here are a few examples of companies that have successfully implemented omnichannel strategies to enhance their customer interactions:
-
JetBlue: JetBlue uses social media to provide excellent customer service. With multiple teams active on Twitter, JetBlue ensures that customer inquiries and concerns are addressed promptly. In one notable instance, JetBlue responded to a customer’s tweet about not finding Starbucks at the gate by providing an alternative solution, free of charge. This proactive approach to customer service highlights the importance of being responsive and accessible across multiple channels.
-
Zappos: Zappos is renowned for its exceptional customer support, with numerous case studies showcasing their commitment to customer satisfaction. One particularly memorable instance involved a Zappos service agent engaging in a 10-hour phone call with a customer. This dedication to providing personalized and attentive service has helped Zappos build a loyal customer base and a strong reputation for customer-centricity.
-
LEGO: LEGO demonstrated their commitment to customer experience through a heartwarming story involving an 11-year-old boy named James Groccia, who has Asperger’s syndrome. James had saved money for two years to buy an exclusive Emerald Night Train set, only to find it was unavailable. After his mother reached out to LEGO, the company surprised James with the set just before his 11th birthday. This act of kindness not only delighted James but also reinforced LEGO’s reputation for going above and beyond to create exceptional customer experiences.
By examining these case studies, it becomes clear that a focus on customer experience can lead to significant improvements in customer satisfaction, loyalty, and business growth. Companies that prioritize CX and leverage innovative solutions are well-positioned to thrive in today’s competitive market.
