4 cool Customer Experience Examples you probably didn’t know yet (part 5)
On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. On my blog, I will share some of the highlights every two weeks. Hope you will enjoy them.
At CTRIP, the largest online travel platform in China, 95% of traveler inquiries are answered within 20 seconds. Also, according to Ctrip, all of its customer service representatives are in-house travel specialists, rather than outsourcing call center operations to a 3rd party. They take customer service very seriously.
A massive accident occurred on the M25 in Thurrock, England, stranding hundreds of motorists, and forcing people to sleep in their cars overnight. The local Ikea had close to 200 customers in the store at the time, with no way to get home. Recognizing that their customers were trapped and wanting to help out, the store offered them beds to relax and sleep.
Customer Obsession is one of the 14 leadership principles at Amazon. Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
Pepsi launched a multichannel campaign to urge support for Black-owned restaurants and help them generate more than $100 million in sales over the next five years. The soft drink brand’s “Dig In” effort not only highlighted several Black-owned eateries in a national TV spot, but also provided business services, training and mentorship to help select restaurants grow, according to a company announcement.