Excelling at every interaction in the customer experience (CX) is on the mind of a lot of companies these days. Executives and marketers are looking to create magic in the consumers end-to-end journey with their business and form a relationship with the customer. A relationship that leads to loyalty and referrals is at stake, so lets look at 3 companies and their optimization of their customer’s experience.
Sticker Mule Makes Great Stickers, Shipped By Nice People
I’ve ordered plenty of stickers from Sticker Mule over the past 5 or 6 years. Their online experience is easy, fast and the product has always been perfect for me.
Sticker Mule optimizes their customer experience by just a small touch of taking the time to include a “thank you” from the staff member that packed your order. A simple postcard with a human signature.
They also use the card to remind you to share your sticker excitement on your social channels and often throw in other product samples to stimulate your next idea. This gesture is small, simple and effective in optimizing the customer’s experience. Every company can do this.
Joybird Packs The Joy Of Custom Furniture In A Small Box
When starting to look for a nice chair for my office I came across Joybird. They had a great web experience, their product looked fantastic and I was led to order their free swatch kit.
Days later a box of greatness arrived. DOZENS of fabric samples, a short buying guide, wood options and a coaster were all inside. They made figuring out what I wanted so much easier by delivering me the options to touch, see and compare. It doesn’t hurt that the packaging is attractive, the messaging is on brand and inviting, and that it arrived fast. Small box, huge value and impact.
I have a feeling I’ll be writing about Joybird down the road too. They optimize customer experience and marketing at a brilliant level.
An Over The Top Counter Top Experience With Cambria
I recently had a complete kitchen remodel take place at our house. One must for us was a large center island that my family of 6 could do everything on and around. When it came time to select the top for it, we went with Cambria for it’s beauty and sheer indestructibleness (a must with 4 kids!).
Two weeks after the install of our amazing center island the UPS guy delivered a package. I opened it up and couldn’t believe it. Cambria had sent me a custom cheese cutting board made from our countertop material, a thank you and a request for feedback. This was a complete “surprise and delight” move. It worked.
Cambria had already impressed with with their product, their process and the end result. They now made me a brand fanatic and a referral source with this customer experience optimization.
Where Can You Optimize Your Customer Experience?
I hope these 3 examples of customer experience optimizations inspired you to look at your CX and see where you could stand out. One thing for sure is that getting customer feedback is a great way to capture and measure how your customers feel about their experience with you. It can show you where you are strong and where you need to improve. We’d love to help you listen to your customers and deliver a great customer experience.