What are the best customer experiences you’ve had?

1.6k views3 Upvotes6 Comments

SVP in Finance (non-banking), 1,001 - 5,000 employees
My best customer experience was with my bank account when I was on vacation. Somehow my credit card numbers were stolen and I got a text message saying the card was used to buy something on a flight. It was only $7 but they caught it. They put the hold on the card, credited me the $7 and sent me a new card. It was there by the time I got home, I didn't have to call anyone. That is security done right: They caught a fraud transaction and handled it without needing me to pick up a phone. I didn't have to call anyone.

Airlines also do a great job with customer experience when flights get rescheduled and they have to reshuffle people. They just do it with an automatic email. These are examples of great customer service where they've gone through that experience and are thinking about the customer before the customer even needs to call them.
Senior Director, Technology Solutions and Analytics in Telecommunication, 51 - 200 employees
I would say the best customer experience that I've had is with Apple. I've had issues with laptops being out of warranty and a broken Apple watch but I just called them and they're like, "What's wrong?" You just relate to the agent and they say, "Okay, we'll just replace this." So I'll always go back to Apple to buy new computers because I know how well they've treated me in the past. They basically have a customer forever because I know how good their customer experience is.
CEO in Manufacturing, 11 - 50 employees
I actually had my best and worst customer experience on the same call. I was in Hawaii at the time, on Zoom calls all day. My daughter streams on Twitch daily, so the bandwidth was really important but the WiFi at the hotel was terrible. We started tethering, which was great until AT&T began sending me text messages about reaching my data limits. As a 25-year AT&T customer, I was annoyed that they couldn't do something about this. How much money have I poured into their bank accounts from both my business and personal accounts? 

I called them and I walked through what was going on, but of course it's a bot that doesn't know how to talk to a human. That was frustrating. I had to say, "Agents, customer agent, customer agent, operator," to get to a human. And then I had to repeat it all again to explain the issue. I had to answer all these clarifying questions but they had already sent me a message about the issue. They knew what was wrong so they should have known why I was calling. There are systems that we know should be able to do that, like those with digital labor. Link all these things and make it a magical experience. 

What was magical about this experience was when I sat down with an agent who actually went through the situation with me, cared, understood and saved me from going to somebody else. He said, "Well, we've got four people on this one, so we can take these two off and give both you and your daughter 40 GB each. And I can lower your bill." That's how you get customer loyalty. But the pain it took to get there was because they sent me something that showed they didn't really care and then made it hard for me to reach somebody. Imagine if they could have solved it without a phone call, because they could have. They had all the information and could have just solved it by saying, "By the way, we'd like to adjust your plan. We're going to lower your bill."
CIO in Education, 1,001 - 5,000 employees
Commander's Palace in New Orleans. Have a meal there and you'll get the concept of an outstanding customer experience.
Chief Information Officer in Manufacturing, 10,001+ employees
The best customer service I have had has been with some of the local places in town.  Customer experience is based on the way you are treated, made to feel, and positive outcomes after you leave the establishment.  When you walk into any organization and they immediately acknowledge you, take the time to service you whether that is to seat you or walk you through discussing your bank accounts is key to a successful customer experience. There have been many places that do that, but my most memorable experiences have been from some of the local places where I go either locally or when traveling.
AVP and Deputy CIO in Education, 10,001+ employees
When I joined T-Mobile a couple years ago. They provided a small, dedicated support team for my geographic area (so I always talked to the same people). I could open a chat in the mobile app, web, or social media, and continue the conversation on any platform. Every concern was resolved to my expectations or better.

Sadly, my experience has significantly decreased since the T-Mobile/Sprint merger.

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