Every once and a while I hear a story about a brand delivering an incredible customer experience. Sometimes the experience described is carefully planned, orchestrated and executed. In other cases, the customer experience captured is spontaneous and organic.
What these too-rare stories have in common is the ability to move us. They evoke admiration and trust towards the brands that are behind them - and if you’re like many of the leaders I meet, some “What do they do that we don’t do?!” jealousy as well.
In this article I want to highlight four organizations who are delivering inspiring customer experiences. The names in this list may or may not surprise you, but what’s really worth noting is how each organization has intentionally made the customer experience a part of their mission and philosophy. To them, delivering an amazing experience is not just a line on their value statement, it’s the context through which they make every decision, interact with every customer, and craft every marketing message.