5 brands that have amazing customer experiences

By Felicia Guthrie

Whether you own a small business, a midsize company, or a large corporation, you want customers that don’t just shop once, you want customers who return again and again and feel loyal to your business. We’ve talked about it before, creating a great customer experience helps your brand stand out and it helps drive brand loyalty.

So how do you do that?

Well, first let’s take a look at a few brands who have amazing customer experiences that translate into customer loyalty.

SEPHORA AND MAC

I paired these 2 together because not only do they both offer beauty products, but their customer experience is fairly similar – and you’ll definitely find there are consumers who LOVE these companies.

Both Sephora and MAC offer loyalty programs (Sephora Beauty Insider and Mac Lover) and through these programs you can unlock various exclusive offers. For example, depending on your status (both these programs have tiers), you can receive points that can be redeemed for products, birthday gifts, exclusive early access to discounts and products, and more.

In addition to their loyalty programs, they also simplify the shopping process by offering features such as “try-on” that allow you to virtually try on products.

NETFLIX

Netflix is another business that elevates the customer experience and one of the ways that they do this is through personalization. Through their algorithm, Netflix is able to collect information about what you watch (and like), to recommend movies and television shows that best match your interests. This helps users find titles that they’re more likely to enjoy – and find them more quickly.

Those with multiple people using their account are also able to create individual profiles. This is super helpful for those with shared accounts because it allows each user to keep track of what they’re watching and have their own unique recommendations targeted to their interests.

As a platform, Netflix is also easy to use and (in my opinion), it’s the easiest to use! Some other streaming services (I’m not saying who), just aren’t as user friendly.

In addition to their personalization and offerings, they also offer pretty great customer service, and their social media presence is fun.

DISNEY

Disney is one of the biggest brands in the world and there’s no doubt that there are many who are loyal to the Disney brand. This is particularly true to Disney theme parks. Beyond marketing, there’s a reason why so many people think of Disney as “the happiest place on earth.” Everything is about the customer experience - making magical moments, great memories, and immersing visitors in everything Disney. From the hotel resorts, to restaurants, and more – everything screams Disney. Of course, the experience at Disney theme parks is also elevated by the actors and actresses who play the characters there.

COCA-COLA

Finally, I couldn’t talk about brands killing it at the customer experience, without talking about Coca-Cola. I feel like if you’re a soda person, you’re either a Coke fan or a Pepsi fan and although some, like me, prefer Pepsi, there’s no denying that Coca-Cola has a ton of customer loyalty.

There are plenty of reasons why people choose Coke, from their product offerings to their price, brand recognition, availability, and more. Coca-Cola also recognizes that in order to create an enjoyable customer experience and to win customer loyalty, you also have to connect with consumers on a deeper level. Here are just a few of the ways that they connect with consumers on an emotional level and elevate the customer experience:

• Through Coca-Cola's taglines, such as “Open Happiness” and “Taste the Feeling” they have tapped into a positive feeling associated with drinking a Coke.

• Several years ago, they launched the “Share a Coke” For this campaign, they altered Coke’s traditional bottle labels to read “Share a Coke with...” with a popular name below it. The goal of this campaign was, "to create a more personal relationship with consumers and inspire shared moments of happiness." They also adapted this along the way and since the COVID-19 pandemic, we also saw them add titles like “Frontline Worker.”

 Now that we’ve touched on a few brands that are winning at the customer experience and how they’re doing that, what can we take from these examples so that YOU can bring your customer experience to the next level and turn that into customer loyalty. In short, you can start by focusing on these things:

Offer a great product/service, personalization, create a connection, simplify the process/make things user friendly.

If you’re ready to up your game but need just a little more guidance, book your FREE 20-minute consultation to find out how we can help!