Your weekly dose of CX excellence 

 

The extra mile is never crowded

 

Brands now have the ability to remind us of their existence through phone notifications. When a recent mother of two twins received one of these from Hailo she sent them a unique letter explaining her absence. Hailo loved this so much that they topped up her account and offered a €100 voucher to her favourite Dublin restaurant, with a free taxi service of course! Going the extra mile for your customers is key to retention and your actions will differentiate you from your competitors.

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Mirror, smart mirror on the wall

 

One of the biggest challenges in retail has been making the shopping experience faster and easier for the customer. Some companies, like Ikea are introducing a virtual shopping experience to their website while others are looking to upgrade their in-store experience. Ralph Lauren are testing ‘connected fitting rooms’ that merge digital technology with in-store retail by using ‘Smart Mirrors’. These mirrors can show clothing stock with sizes and colours and can even communicate with staff, letting them know if a customer needs assistance. Using these mirrors allows the fitting process to run very smoothly for customers which shows that Ralph Lauren have their customers Time and Effort in mind.

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Etihad Airways make an unexpected U-turn

 

It’s not every day you hear about a plane making a U-turn back to the terminal from the runway. Etihad Airways did just that for two of their customers after they found out that their grandson was in intensive care. The couple had their luggage retrieved from the hold, and the quick-thinking Etihad staff even had their car waiting to expedite their journey to the hospital. This amazing act of kindness shows that Etihad Airways view their customers as more than just passengers, and are willing to go above and beyond to show that. What an amazing showing of Empathy!

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Using humour to humanise remarkable CX

 

Humour in Customer Service can be a very risky strategy, but customers appreciate the effort when used well.

Jet Blue and Amazon have found a great balance between professional service and simple ‘human response’ when communicating to customers about issues. A bit of empathy can go a long way in customer service and can make the whole experience a lot more enjoyable.

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Amplifiers are a worthy investment

 

Dialogue have created thousands of amplifiers for our clients over the years and nothing beats a good old fashioned umbrella.

When a New Yorker, stuck in the middle of a rainstorm with a 15 minute walk ahead of him was given a $130 umbrella for nothing, what did he do? He only went and told his thousands of followers on social media about it!
Invest in customer amplifiers so it’s easier for them to sell on your behalf.

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If you would like to explore how your company can deliver CX excellence e-mail Michael Killeen to discuss further.

Or call Michael directly at +353 1 6622277

Download a copy of the 2015 CEXi Ireland CX report here