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13 Brands Disrupting the Customer Experience

Posted by
Matan Magril
LivePerson Contributor
Thursday, September 8, 2016 - 11:06

In the hyper-connected world we live in, a great customer experience (CX) has never been more crucial. Why? Because 86% of consumers would actually pay more for a better one.

So it’s no surprise brands across industries are disrupting CX with everything from dynamic website journeys to mobile apps that make our lives easier. Below we’ve rounded up 13 brands that offer cutting-edge customer experiences.

1. Warby Parker

Warby Parker knows what consumers want: a seamless and convenient experience that fits into their busy schedules. With easy online ordering, access to customer service online, and a wide variety of glasses to choose from, consumers never have to set foot in an eyeglass showroom again. Plus, you can feel good while doing it: Like the popular shoe brand TOMS, Warby Parker follows the buy-one-give-one model — for every pair of glasses you purchase, they produce a pair for the nonprofit VisionSpring.

2. Pinterest

Pinterest takes the convenience of shopping to a whole new level. With shoppable pins, consumers can seamlessly switch from casually browsing to actively purchasing with a single click. Plus, the image-driven UI is a marketer’s dream.

3. Stitch Fix

Collecting preferences through a quick quiz and scanning Pinterest boards, Stitch Fix combines data with the human touch for individual style curation. The most convenient part? Clothing items chosen for each person are delivered right to his or her front doors. And, as your pin style changes, so do your clothes. Genius.

4. Amazon

Amazon isn’t just an online store with low prices and endless selection options. It’s also an experience in itself. Consider the Amazon Prime program: It gets merchandise shipped to consumers without the associated charges in two days or less. Convenient, quick, and seamless — just what today’s consumer demands!

5. Macy’s

Macy’s takes its CX to the next level by pairing the ease of mobile browsing with the experience of in-store shopping. Consumers can use their smartphones to ask questions when visiting a Macy’s location to streamline their trip. Need help getting around? The retail giant is test-driving a “Macy’s on Call” program, which uses IBM Watson to navigate customers around the store.But don’t think AI will replace the need for sales associate — who else will assure you that outfit looks cute?

6. The Limited

The Limited extends its customer service across all digital assets with online and mobile messaging to stay connected with its savvy, on-the-go audience. The result: a 20% uptick in conversions and a 25% increase in average order value ($133 compared to $106) from those who were assisted through LiveEngage.

7. Home Depot

Home Depot believes every experience — physical, online, and in app — should feel consistent. The bottom line: It meets consumer demands with convenience and consistency to improve customer satisfaction and build loyalty. Home Depot transformed its digital experience to take place whenever and wherever it’s convenient to consumers. Whether at home, on the go, or in a store, shoppers can access inventory information (for up to 35,000 products!), in-depth product information, and store maps.

9. Royal Bank of Scotland

Committed to giving consumers what they want, the Royal Bank of Scotland (RBS) offers consumers 24/7 banking service from anywhere and everywhere with online messaging. By providing bank support when and where it’s most convenient for consumers, RBS builds more meaningful conversations and lasting relationships. As a result, more than 90% of consumers return to use its messaging service.

9. Fairhaven Health

Fairhaven Health increased its messaging capabilities both online and via mobile to create more meaningful connections and help customers reach their health and wellness goals. Because its business is also about educating users, it monitors visitor behavior to deliver highly personalized and relevant content while shoppers are browsing its site.

10. Virgin Atlantic

Virgin Atlantic differentiates its brand with CX. How? By catching website visitors who drop off before completing the booking process and helping those most in need of assistance. Chat enables Virgin Atlantic to connect with consumers, boost engagement, and, ultimately, add revenue to the bottom line.

11. Hyatt

When guests staying at a Hyatt hotel needs something, they pick up their smartphones. With just a few taps on the screen, guests can requests towels, make reservations, log complaints, or chat with a concierge.

12. Airbnb

With Airbnb, travel has never been more convenient. Reservations can be made online or in app, reviews are provided by both hosts and guests, and its customer service is excellent. Put simply, the company successfully embraces technology to disrupt the travel industry and help travelers experience a new (or familiar) destination without the hassle.

13. Uber

The days of hailing a cab may soon be behind us — thanks to Uber. The app makes it easy to catch a ride with a simple tap on the screen. It also stores payment information for seamless transactions and offers in-app texting, so your driver can let you know when he or she arrives at your location.

Companies around the world are learning that to create loyal customers, they must first create extraordinary experiences. More than ever, this means turning to the technology people already know, use, and love. Disrupting CX does anything but disrupt the customer. Instead, it eschews traditional methods and prioritizes seamless, integrated experiences.

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