{"id":3503,"date":"2017-12-27T16:12:13","date_gmt":"2017-12-27T16:12:13","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=3503"},"modified":"2023-05-02T15:42:38","modified_gmt":"2023-05-02T15:42:38","slug":"best-digital-customer-experience","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/best-digital-customer-experience\/","title":{"rendered":"6 Companies That Raised the Bar for Customer Experience"},"content":{"rendered":"Consumers are more empowered than ever before.\n\nWhen the customer is king, companies must continuously seek ways to bolster their customer experience<\/a> strategy. They must not only cater to customers\u2019 needs, but also anticipate them.\n\nIn 2017, 6 companies stood out for introducing new services, product features, and offerings to provide an excellent customer experience.\n

Deliver the best customer experience and increase retention.<\/em><\/a><\/h3>\n

Standout Companies That Delivered a Great Customer Experience in 2017<\/h2>\n

How Amazon is Raising Convenience to New Heights<\/h3>\n\"customer\n\nOnline retail giant Amazon<\/a> is widely recognized as a leader in customer service. With features such as same-day delivery and instant check-out, Amazon places a premium on immediacy. Amazon launched several new offerings in 2017 to emphasize the role of convenience in its customer experience strategy.\n\nWith \u201cAmazon Key,\u201d couriers can unlock your door and deliver packages safely inside your home, whether or not you\u2019re there.\n\nAfter verifying the delivery, couriers use an app to unlock a smart lock on the front door. Inside, Amazon Cloud Cam monitors the delivery to protect customers\u2019 privacy and safety, according to The Verge<\/em><\/a>.\n

A Great Customer Experience Demands Minimal Customer Effort<\/h4>\nAmazon is so good at providing an excellent shopping experience because it understands that customers want to devote minimal time and energy to the process.\n\nThe company\u2019s speedy delivery system satisfies customers\u2019 demands for immediacy. However, people often aren\u2019t home when packages arrive. Leaving boxes outside unattended makes them vulnerable for theft. Asking customers to pick them up at the post office would be adding to their workload.\n\nWith the right security precautions in place, Amazon Key makes online shopping smoother and more painless than ever before. This definitely raised the definition of a great customer experience to a new level in 2017.\n

Deem Makes Business Travel a Breeze<\/h3>\n\"digital\n\nBusiness travel can be a headache. There\u2019s the planning, booking, keeping track of expenses \u2014 all while ensuring compliance with company policies. Then there is the trip itself. Deem<\/a>, founded in 1999,works to simplify this process.\n\nDeem is a mobile and cloud-based corporate travel booking and management company. The Deem Work Fource platform leverages machine learning, artificial intelligence and predictive analytics for booking, managing costs, and other travel agency services.\n

New Strategic Partnerships Positioned Deem to Boost their Customer Experience<\/h4>\nDeem\u2019s customer experience strategy focuses on taking the work out of employees\u2019 hands by offering tools that automate travel booking and expense management processes. The company established several key partnerships in 2017 to expand its functionality.\n\nIn November, Deem partnered with Apptricity Corporation to integrate Apptricity\u2019s travel booking and spend management solutions into its suite of offerings. The partnership improves Deem\u2019s customer experience by further simplifying the travel expense management process.\n\nDeem also forged a partnership<\/a> with Lyft, through which it integrated ride sharing services into its ground transportation software. This move improves the company\u2019s customer experience by eliminating the need for travelers to order Lyft rides separately from other travel reservations. Now, all of these arrangements can be made at once in advance.\n

Slack Pushes Virtual Communication Tools One Step Further<\/h3>\n\"customer\n\nSlack, the cloud-based collaboration platform, in December teamed up<\/a> with Collaborative Marketing Solutions LLC to introduce a new integrated, virtual meeting solution.\n\nThe partnership will give Slack users an improved digital customer experience by giving them access to more than 100 collaboration tools. With virtual Instant Team Meetings, Slack\u2019s 9 million weekly active users will be able to use video, whiteboards, screen sharing, presentations, and audience polls, among other apps, to make communication simpler and more efficient.\n

Great B2B Customer Experience Means Catering to Employees’ Needs<\/h4>\nWhen an entire business is your customer, your No. 1 priority should be making its employees\u2019 lives easier.\n\nSlack gets it. The platform contains all of the tools and apps necessary for fast and seamless communication. New virtual capabilities take this one step further.\n\nSlack\u2019s partnership with CMS means customers within brick-and-mortar offices and beyond can communicate with ease. For companies that value collaboration, virtual meetings present the opportunity to ensure consistent communication across disparate teams and remote employees.\n

Spotify\u2019s Customer Experience Strategy Puts the User at the Center<\/h3>\n\"great\n\nMusic-streaming service Spotify<\/a> contains millions of songs to suit all tastes. In addition to its vast music warehouse, Spotify has made its personalized playlists a key part of its customer experience strategy.\n\nIn May, Spotify acquired<\/a> AI startup Niland to enhance its music search and recommendation capabilities, according to Tech Crunch. Niland\u2019s music and search discovery engines are powered by deep learning and machine listening algorithms. Adding its technology enables Spotify to give users an even more tailored listening experience.\n

Every Listening Experience is \u201cMade Just for You\u201d<\/h4>\nAt the heart of Spotify\u2019s customer experience strategy is the understanding that users\u2019 music preferences are deeply individual. It aims to deliver each user\u2019s favorite songs, as well as new tunes he or she might like, on a daily basis.\n\nBy integrating users\u2019 established favorites with tailored recommendations, listeners are never bored. Moreover, they keep coming back for more.\n\nSpotify\u2019s \u201cMade For You\u201d feature is core to its customer experience strategy. The offering automatically compiles daily mixes and recommendations. Its \u201c2017 Wrapped\u201d offering, which made its debut in December, chronicles users\u2019 most listened to songs of the year. Artists also enjoy a highly personalized customer experience on the platform.\n\n\u201c2017 Wrapped\u201d shows artists customized micro-sites with key pieces of listener data. They can see when their songs got the most listens, total unique listeners, the number of times users streamed their songs, and the amount of time listeners spend on each song, according to Billboard.<\/em><\/a>\n

Tesla CEO Elon Musk Proves Great Customer Service is Everyone\u2019s Responsibility<\/h3>\n\"Boost\n\nFew CEOs willingly take customer questions and complaints into their own hands. Customer support teams are responsible for that.\n\nHowever, Tesla<\/a> and SpaceX CEO Elon Musk proved that no one \u2014 not even top executives \u2014 are too busy or too far removed to help customers. Moreover, Musk understands that communicating with customers, even regarding complaints, actually strengthens the company\u2019s brand.\n

How Elon Musk Uses Social Media to Safeguard the Customer Experience<\/h4>\nIn November, a passenger asked him on Twitter where the mirror on the passenger sun visor was in her parents\u2019 Tesla. The young woman tweeted Musk, asking him if leaving the passenger side mirror out was \u201cintentional or an oversight,\u201d according to CNBC<\/a>.\n\nMusk tweeted back and assured her the mirror was there, and gave her directions to find it. \u201cWoo thanks!\u201d she replied.\n\nThis isn\u2019t the first time Musk helped customers via Twitter. He has even implemented new company policies based off customers\u2019 tweeted complaints.\n\nFor example, in August a Tesla owner requested via Twitter a feature that would raise the steering wheel and move the driver\u2019s seat back once the car is in park. The same day, Musk replied<\/a>, \u201cGood point. We will add that to all cars in one of the upcoming software releases.\u201d\n\nAnd in December 2016, a frustrated driver tweeted his frustration about fellow Tesla owners who leave their cars in superchargers, even after they are fully charged. Later that day, Musk answered<\/a>, \u201cYou\u2019re right, this is becoming an issue. Supercharger spots are meant for charging, not parking. Will take action soon.\u201d\n\nSix days later, Tesla released a new policy that imposes fines for drivers who allow their cars to idle in chargers, according to Inc.\n\nAs a customer, receiving personal attention from a CEO is rare. This experience becomes even more special when your conversation results in new company policies.\n

Twitter Implements New Rules to Protect Users from Abuse<\/h3>\n\"customer\n\nToo often, Twitter<\/a> users have been victims of harassment, threats, and other forms of abuse. Now the company is hoping a new set of policies will help keep the platform safe and improve the digital customer experience.\n\nIn December, Twitter announced it will enforce new rules for regulating hate speech and threats among its 330 million<\/a> active monthly users.\n\nUnder the new rules, Twitter will eliminate accounts that are associated with groups that promote violence, whether online or offline. Users will also be banned for posting tweets that celebrate \u201cany violent act in a manner that may inspire others to replicate it or any violence where people were targeted because of their membership in a protected group,\u201d Tech Crunch<\/a><\/em> reported.\n\nOn a first offense, Twitter will remove a tweet if it doesn\u2019t abide by the company\u2019s rules. Repeat offenders will be permanently banned.\n\nAdditionally, the policy applies to users\u2019 bios, display names, and usernames.\n

Ensuring Users are Safe Is Critical to Providing a Positive Digital Customer Experience<\/h4>\nIn the digital age, people want access to information immediately, 24\/7. Twitter is uniquely positioned to fulfill those demands. But without curbing the growing issue of hate speech and abuse, Twitter would run the risk of becoming a breeding ground for violence and bigotry.\n\nTwitter\u2019s new policies not only protect users\u2019 safety, but also set an example for customer experience on social media platforms.\n

Simplify navigation and usability to optimize the customer experience. Learn how.<\/em><\/a><\/h3>","protected":false},"excerpt":{"rendered":"Consumers are more empowered than ever before. When the customer is king, companies must continuously seek ways to bolster their…<\/span>","protected":false},"author":246,"featured_media":3548,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[],"class_list":["post-3503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation"],"acf":{"__coauthors":""},"yoast_head":"\n6 Examples of Stellar Customer Experience Strategy in 2017<\/title>\n<meta name=\"description\" content=\"In 2017, 6 companies stood out from the pack for unveiling new features or services to boost their customer experience strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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