With such a strong emphasis today on Customer Experience (CX), plenty of data and reports are coming out with information and ideas we can use to improve. One such report is Extens Consulting’s Best Practices Customer Experience 2018. Based in France, Extens helps its clients create memorable experiences for customers and employees. It lists 24 ideas from as many companies, most of them from France, and some of which you’ll recognize. The list offers concepts that are worth considering as CX strategies for your organization. While nothing may seem radically new or different, they all work for the different industries these companies represent. I’ve taken 10 of my favorites from their list to give you a short synopsis. I also end each example with a question to help you consider if this is an idea you can use.
- Time Is Money: ING Direct France recognizes that customers don’t like to wait on hold. As a result, they pay their customers for having to wait to reach a representative. It’s 60 cents per minute, which doesn’t sound like much, but it’s the idea that counts. What can you do to ease the friction of having to wait on hold – or wait for anything else?
- An Easy Way to Pay: Aviva France makes it easy for its customers to pay their home and auto insurance with Amazon Pay. Customers use the information that Amazon has stored in their accounts, which eliminates having to enter a credit card number and other information every time they want to make a payment. How easy do you make it for customers to pay for your goods and services?
- It’s Like I’m There, But I’m Not: The French digital real estate agency Nexity takes advantage of digital tools to create high-end virtual tours for its customers. Video use has exploded and is now almost commonplace as a method of showcasing a company’s products and services. Add in virtual or augmented reality, and it takes the “like I’m there” experience to another level. What are you doing to visually showcase what you sell?
- Talk to Me: The perfumer Guerlain is taking advantage of Google Assistant. Customers can get remote perfume consultation, find their nearest store and more – all through Google’s technology. Does your company take advantage of Google Assistant, Amazon Echo or other smart devices?