Amazing Customer Experience Examples to Learn From

The customer experience (CX) is an inseparable part of every product and service. And when CX is positive, customers may tend to come back to you. Today, we’ve collected seven amazing real-life customer experience examples, so you can learn from the best. 

But first, let’s clear up any doubts. 

Why CX matters?

CX matters because it’s the heart and soul of any successful business. Customers seek genuine connections and quality service, and CX is the key to unlocking their loyalty. It is because outstanding customer experience is something that keeps prospects choosing you over the competition. 

Characteristics of amazing customer experience

If you want to build amazing experiences, take a close look at those aspects. The best experiences are the unique ones, they share some common elements, though. 

Check them out:

#1 Personalization

When the website calls you by name (sometimes they actually do this) and suggests products that actually spark your interest, that’s the power of personalization. 

This approach saves you time looking for perfect items. It’s like a shortcut to what a customer has been looking for. No need to spend time browsing for a perfect match. So, personalize the experiences as much as you can.

#2 Fast replies

Customers or prospects who reach out to you expect a quick response. And when receiving it in no time, the level of trust rises up. Also, quick responses may win you a sale if a customer has a question about your product that depends on committing to the item.

Also, timely responses offer a sense of assurance. Customers don’t have to worry that their message vanished mysteriously.

And it’s not only limited to messages. The speed of your response can also play a major role in resolving issues.

#3 Consistency

Consistency is the glue that holds amazing customer experiences together. When you’re consistent in providing great solutions and products, you might be recognized as reliable and trustworthy. Customers just know what they’ll get – met expectations every single time.

It’s not just about delivering the goods, though. Consistency extends to every touchpoint. Whether it’s your website or customer service, analyze every interaction to ensure you do your best to deliver great service. 

For instance, you can run A/B tests to see if some solutions work better than competitiors.

#4 Empathy

It may be more than business if a company shows empathy. They build meaningful and emotional connections.

 

An empathetic approach makes a difference in someone’s day. It’s that moment a customer service rep goes the extra mile, and instead of closing sales, they show understanding and make customers feel comfortable. And it works better in terms of making deals. Customers are more likely to return to you because they trust your brand. 

On top of that, empathy makes a customer journey a positive experience. 

#5 Proactivity

Proactivity means reaching out to customers and prospects before they contact you. You can do it via live chat, chatbots, social media, email marketing, and other channels.

Companies that take the initiative to connect and check on customer satisfaction show their real values. Being proactive is also one of the steps to change your approach into a customer-centric one.

#6 Easy accessibility

Looking for basic features, products, or a cart icon does not sound like fun for customers if you promise them a simple user interface. There should be no confusion or frustration, just straightforward navigation. This is what makes a positive customer experience.

In the case of customer experience, sometimes less is more. It’s better to have a simple interface than a cluttered, hard-to-navigate website.

#7 Transparency

It is the base of every relationship, but only the business one. Always communicate openly and maintain honest customer interaction in whatever you do.

Transparency applies to pricing, too – no surprises, just straightforward information. Customers value knowing exactly what they’re paying for. Share updates, acknowledge mistakes, and offer real-time insights. These seem to be small details, but it creates the whole picture of transparency.

#8 Going above and beyond

Taking the extra step is one of the elements of customer experience strategy. When a customer encounters some issues, fix them, and offer them a special promo code for compensation. Or, when packing an order, include extras as well. It is one of the ways of saying “thank you.”

Besides, who doesn’t like such surprises? 

#9 Active listening

Listen to customer feedback. It shows what you need to focus on and what to improve. Keep track of review pages like Capterra or G2. A good practice is also to respond to the posted opinions there. 

Assure users you’ll handle all the inconveniences, and thank them for spending time writing the review.

#10 Resolving issues effectively

Tackling the issues at the speed of light helps to build an excellent customer service experience. 

When your customers know that they can rely on you, they won’t want to use someone else services. So this also may boost customer loyalty.

After getting a problem reported, figure out what to do to prevent them in the future. And let’s not forget the power of a genuine apology when needed – it shows empathy and improves customer experience even though there were some hiccups along the way.

#11 Inclusivity

It might seem obvious, but it’s worth saying it out loud once again – if you create something that is inclusive and everyone is able to experience it (a product, service, whatever it is), more people will find out about you. And they’ll see that you’re ready to deliver amazing experiences to everyone.

So, if you’re creating a promotional video, add subtitles. Or when you’re providing clothes, create smaller and bigger sizes, not only the regular ones. Details like these make everyone included in what you offer.

7 great customer experience examples to inspire you

01 Airbnb

If you’re looking for an apartment to rent for your holiday trip, Airbnb is a platform you may want to use. You can find places to stay, as well as local experiences.

From CX’s perspective:

✅ The sign-in process and navigating around the website are really straightforward. There’re elements such as a progress bar, simple language, and clear UI. All make the experience smooth and leave no room for confusion. 

✅ They take many safety measures and have a firm policy for refunds and booking cancellations. For example, users are asked to confirm their identity by adding a valid document while signing in. 

✅ A key benefit to highlight is the feedback after every visit. It’s recommended that both visitors and hosts leave feedback about one another. Feedback forms are short and take only a couple of minutes to complete. 

✅ The opinions are visible, so a user can see previous feedback and, based on it, may assess the potential satisfactory level of the experience. 

CX takeaway: Provide strong safety measures when financial transactions are involved. Ask for feedback after the experience, but make it short and uncomplicated.

02 Sephora 

Wondering how to create a unique customer experience? Check out Sephora’s approach. Beauty Insider is a free rewards program that allows users to earn points on all merchandise purchases and redeem them for rewards.

From CX’s perspective:

✅ One dollar spent means one Beauty Insider point. They sometimes organize bonus points events. 

✅ Something that distinguishes this loyalty program is that loyal customers can redeem the points along with other rewards and promotions.

✅ Information about the loyalty program is clearly explained on the website.

✅ The loyalty program is upgradable depending on how much a customer spends. It motivates them to continue shopping at Sephora due to its many benefits.

✅ Sephora delivers a live chat for prospects needing product recommendations or customer support. When in doubt about beauty products, connecting with a Beauty Advisor to help choose a personalized set of cosmetics for a buyer’s needs is possible.

CX takeaway: Create a robust loyalty program that delivers competitive solutions. Make sure your customers can connect with you whenever they need, for example, via a live chat. 

03 Apple

Almost everyone knows Apple due to their products – iPhones. Macbooks, iPods, iPads, and more. But behind their success, there is not only technology. There’s also a great CX. Let’s see this excellent customer experience example.

From CX’s perspective: 

✅ Apple’s CX strategy is to build a loyal customer base. One of the ways of doing it is the compatibility of products. All of them connect seamlessly, and many people buy related products. 

When iPhone owners want to upgrade their iPhone to the newest model, they can transfer all the data in just a few moments. Want to use AirPods? Pair them once, and then every time a user puts them out from the case, they connect with your device automatically.

✅ The design is minimalistic and simple. Customers can choose the color of their devices, but the design remains consistent throughout the years.

✅ They care about prospects at every stage of a customer life cycle. Even entering the shops makes a positive impression. It’s consistent with device design – minimalistic and elegant, with remarkable detail care.  

✅ Apple’s marketing is straightforward and persuasive. For example, their conferences and events are highly popular and attract millions of viewers every year. 

In 2022, during iPhone 14 release conference, the event had a peak viewership of 3.69 million.

CX takeaway: Create a consistent experience throughout a customer journey. 

04 Amazon

Consumers associate Amazon with online shopping, but it’s not the only thing they do. This company focuses on e-commerce, cloud computing, online advertising, digital streaming, and artificial intelligence.

From CX’s perspective: 

✅ The company focuses on delivering an experience of ease and convenience, not just retail goods.

✅ Amazon keeps developing all the time to deliver possibly the best experience. For example, they provide the Amazon Prime program. It includes discounts on shipping, free membership to Prime Video, Twitch Prime, Amazon Drive, and more. 

✅ They maintain a solid customer-centric approach throughout the sales process – Amazon sends follow-up emails asking for reviews and feedback on the purchased products.

✅ Amazon uses AI algorithms to offer personalized product recommendations based on a customer’s browsing and purchase history.

CX takeaway: Make your brand development a priority. Use LiveSession, an excellent  CX tool, to analyze your online user behavior and improve customer experience. 

05 Netflix 

It is a subscription-based streaming service for watching TV shows and movies online. Netflix provides its subscribers with an app and a browser-based option.

From CX’s perspective: 

✅ Netflix creates its own TV production and gathers classics on its streaming platform. Their film base is rich in many exciting choices.

✅ There’re many subscription models, so everyone can find something for their budget.

✅ This streaming platform is family-friendly. It’s possible to create a profile dedicated to children, which displays only age-appropriate TV shows. 

✅ All the TV shows are translated into various languages. Subtitles and dubbing are available as well. Thanks to Netflix’s inclusivity, more and more people can enjoy watching their top TV shows, regardless of their language barriers or health conditions.

✅ The platform offers a convenient and smooth experience. Users don’t have to remember what episode they stopped watching last night because the system remembers it for them. Also, when an episode ends, the next one starts automatically without the viewer’s action.

CX takeaway: Try to automate as many processes as possible. 

06 Spotify

Spotify is an audio streaming and media services provider. You can listen to your favorite music and podcasts online and offline.

From CX’s perspective: 

✅ Spotify lets users create experiences themselves. Music lovers can make their own playlists and set a picture and title for each one. 

✅ There’re many already-made playlists available. Also, when a user likes a song, they can find more similar tracks in just a few clicks, thanks to the song radio feature. It saves time researching because similar tracks and albums show up immediately.

✅ Users can download songs or podcasts and listen to them offline. So, the platform providers adjust their services accordingly to users’ needs. 

✅ There’re different subscription plans, and listeners can choose from a few options to pick the best one.

CX takeaway: Let a user create a memorable customer experience on their own. Try to personalize your services, but also give them some freedom to do so as well.

07 Coca-cola 

The Coca-Cola Company is a leading beverage provider worldwide – best known as the producer of Coca-Cola. Their revenue in 2018 reached $31 billion, which shows their undeniable success. 

source

✅ In their advertisements, The Coca-Cola Company does not explain what they provide and the benefits of their product. They present the beverage as a part of great experiences.

✅ They sponsored World Cup, which aligns with their experience approach – it’s not all about the product but also about the occasions where people choose Coca-Cola.

✅ Their primary focus is to provide an emotive experience. Their efforts are reflected in annual, heartfelt Christmas campaigns, for instance. 

✅ The Coca-Cola fountain beverage machine uses AI and real-time connectivity to gather information about the consumer’s preferences.

CX takeaway: Present your product not only as the experience itself, but also as a companion for memorable moments.  

Create a better customer experience with LiveSession

LiveSession is a platform with an easy setup and must-have tools for successful UX improvement. Here’s how it works ⬇️

• Session replays, users identification, and recurring session features let you see user behavior and identify bottlenecks in their journey.
• Funnels, click & heat maps, and advanced filtering help you focus on important recordings. They make you understand users’ online habits and buying decisions.
• LiveSession protects personal data and complies with GDPR and CCPA.
• User journey tracking optimizes sales funnels and website navigation.
• LiveSession can be easily integrated with your favorite apps, maximizing your productivity.

And more! Check out LiveSession features that make your digital customer experience even better.

A positive customer experience at your fingertips

As Steven Jobs once said – “You’ve got to start with Customer Experience and work back toward the technology, not the other way around.” Now you know several examples of good customer experience and tips and tricks for providing one. 

And for the technology, sign up for LiveSession! Grab a CX helping hand, use amazing tools, and grow your customer base like never before.