CUSTOMER EXPERIENCE EXAMPLES

1. Microsoft
● At Microsoft, the Customer Experience Center (CXC) is dedicated to building deeper
customer relationships.
● Microsoft’s CEM focuses on customer centric innovation and engagement.
● Microsoft introduces a number of CX tools, including the Customer Experience
Platform, voice and SMS integrations, and technology for stores to connect physical
and digital spaces.
● They foster customer trust and protect sensitive information.
● They have invested more in social media presence to listen to and understand their
audience.
● They have a strong presence on Twitter with multiple accounts dedicated to various
themes, which include careers, development, events, security and customer service.

2. Amazon
CX Strategies:
● Amazon combines a Google-like ability to search with an ability to sort by Brand,
Average Customer Review, Price, and availability, as well as by categories specific to
the brand.
● Amazon Flow—a feature built into the mobile app—allows you to buy things by taking
a picture of them. This works best on items with distinct labels
● Amazon often offers credits for “No-Rush Shipping,” which gets you the item in a
week or so. One can earn rewards on future purchases or receive discounts
immediately.

3. AirBnB
● Airbnb, Inc. is an American company (based in San Francisco) that operates an
online marketplace for lodging, primarily homestays for vacation rentals, and tourism
activities.
● The platform is accessible via website and mobile app.
● Airbnb does not own any of the listed properties; instead, it profits by receiving
commission from each booking.
● They represent an innovative business model that has disrupted entire industries:
Hospitality, e-commerce and electronic payments.
CX Strategies:
1. They work with each customer segment:
- They target all the segments including guests who need low-cost
accommodation as well as sophisticated customers who are willing to pay
more.
2. They focus on personalization
- They have an initiative called AirBnB trips which provides not only
accommodation but also unique experiences like workshops, small trips.
3. They have made the experience user friendly at each touch point.
- The website welcomes visitors with hot visuals & a selection of featured
experiences & cities.
 - Easy access to videos of hosts, company information & company culture.
- They make each customer feel individual.

4. Tommee Tippee
● Tommee Tippee is a UK based leading company in research and development of
children's products.
● One excellent and proactive way to find out what people think of your brand is via
social listening.
● This brand values social listening and work on customer feedback which in turn
improves the customer experience.
● In 2015, Tommee Tippee also started a platform called ‘Parent on’ that unites,
encourages and empowers parents to trust their instincts instead of fearing the
parenting advice given by others.

4. Adidas
Adidas strategies aim at deeply understanding their customers, increasing brand
credibility, elevating the experiences of their customers and pushing the boundaries
of sustainability.
CX Strategies
- Membership: Through membership, they reward engagement and purchasing activity
by offering exclusive hype products, access to launches and special events, and
more.
- Sustainability: Customers want to be a part of the changing world & Adidas
recognizes it. Adidas has made sustainability as the new customer experience by
launching sustainable & recyclable sneakers.
- With Oracle Cloud, Adidas India has smartly used cloud technology to provide a new
shopping experience. It allows the customers to complete the shop-bill-checkout
process three times faster than earlier.

5. Casper
● Casper is the online mattress startup that launched in 2014 and quickly became a
social media phenomenon.. Casper wants to create a retail experience that revolves
around trial, service and entertainment.

CX Strategies :
● The company opened 18 pop-up stores in four months to test consumer engagement
before opening its first permanent location, for instance so that the stores which
would open later can be based on the reviews and feedback of the society
● One Usp the company had is that the company made the packaging of the mattress
so compact that the whole mattress could fit in a cartoon of size 3 and half feet.
Thus ordering bulky items became easier
● They humanize the online buying experience. Casper’s website offers loads of help
answering all your questions. And they make it easy for you to connect to a real
person. Casper has a live chat button (labeled “Chat with a human”) in the corner of
their website.
● Their seamless online and offline omnichannel commerce provides the best of both
worlds.
 - E-Zzz pickup
- Private Shopping Time
- Virtual Appointment - Through Google Hangouts
● They do the heavy-lifting of deliveries and returns so customers don't have to.
● Casper offers only three different types of mattresses. They believe less is more.
Hence fewer options make the buying process easier.

6. Southwest Airlines
● Southwest Airlines Co. is one of the major airlines of the United States and the world's
largest low-cost carrier. It serves over 11 million passengers a month, providing
service to 45 states.
● In addition to its commercial and financial success, Southwest Airlines is known for
its excellent customer service.
CX strategies:
- Southwest has built an impeccable reputation by putting customers first and
by making sure their employees are content and financially secure.
- Southwest takes care of its employees, which, in turn, helps employees take
care of its customers.
- To provide multiple consumer touchpoints, Southwest also maintains a robust
presence on Facebook and Twitter.
- It makes use of multiple channels to offer a consistent customer experience
and provide easy access to information in the event of delays or
cancellations.

MCDONALD’S

McDonald’s Corporation, is an American fast-food chain that is one of the largest in the
world, known for its hamburgers, especially its Big Macs. Company headquarters are in
Chicago.

Customer Centric focus:

- Customer Centricity is at the Heart of McDonald’s: McDonald’s is making big
changes to how it handles customer service. In 2013, the company suffered declining
customer satisfaction levels and sales. Based on customer feedback, the fast food
giant set about to initiate a variety of changes in its effort to improve customer
satisfaction. It created a simpler menu, improved order accuracy and started using
higher-quality ingredients.

Customization:
- McDonald's aims to use the automated personalization product to build a better
customer experience. ‘Create Your Taste’ is McDonald’s customization platform
wherein the customers go in, order their meals via kiosk, and pick their burger or
chicken patty, buns and toppings. A worker delivers the meal to the table.
McDelivery:
- McDelivery is a McDonald's service that delivers food to the customer's door. The
service was introduced in parts of the United States beginning in 1993 and is
available in many Asian, Middle Eastern and Latin American countries using
motorcycle couriers. In some countries, McDelivery is available 24 hours a day, and
in certain locations is free with a minimum order.

Play Places & Parties:

- McDonald's Playplace is an indoor or outdoor playground for children ages 3-9 and is
located inside most McDonald's restaurants around the world. One needs to talk to
the local McDonald’s manager to get Happy Meals, cake, decorations and party
favors.

Nutrition Calculator:
- It allows the health conscious customers to find calories, carbohydrates, fats & other
nutritional information of various food items.

Family fun hub:

- McDonald’s has launched a new family entertainment hub to help parents juggling
home-schooling, work, and their own much-needed downtime too. It includes creative
activities, interactive play, board games, Happy Reader eBooks, and football skills to
help keep kids active, there’s hours of fun to entertain the whole family.

Birthday Party Fun:

- It is a package that allows the customers to book the food for a party and provides
various downloads wherein the party organizer can send an official McDonald’s
themed party invitation, show appreciation to their guest by sending them an official
thank you, make the perfect party hat, vave a McDonald’s restaurant image as your
birthday party background, and so on.

Sources:
1. https://www.google.co.in/books/edition/CUSTOMER_EXPERIENCE_MANAGEMENT
_THE_EXPER/mlZwDwAAQBAJ?hl=en&gbpv=1&dq=customer+experience+strategi
es+of+microsoft&pg=PA79&printsec=frontcover

2. https://cloudblogs.microsoft.com/industry-blog/microsoft-in-business/general/2018/01
/11/an-inside-look-at-microsofts-customer-experience-center/

3. https://hawkpartners.com/customer-experience/made-to-be-remade-how-adidas-mad
e-sustainability-the-customer-experience/

4. https://www.mcdonalds.com/us/en-us/family-fun-hub/birthday-parties.html

5. https://www.popsci.com/best-amazon-tips/