In addition to the top-ranked Buc-ee’s, Ltd. (which I wrote about in the previous post), the remaining 9 brands (Chick-fil-A Restaurants, Toyota Motor Corporation, Costco Wholesale, In-N-Out Burger, See’s Candies, Trader Joe’s, Chewy, Lexus, Publix Super Markets) have their own CX stories that have made them recognizable.
Without going into too much detail about each on the list, I have summarized the common characteristics that have led these brands to be recognized as companies with the best customer experience. Consider whether any of the following can be improved in your own business:
- Commitment to product quality – No artificial ingredients (when it comes to food), reliability, and durability (especially for the Lexus and Toyota brands)
- Customer-centric orientation – Personalized, fast, and efficient customer service. Focus on customer loyalty and free sample sharing (for food products).
- Simplicity and consistency – Simple products and processes, fast delivery, and consistency.
- Tendency for innovation and experimentation
- CSR and positive corporate culture – Engagement in the community and support for charitable activities. Positive corporate culture and achieving the status of a recommended employer.
- Authenticity- In-N-Out Burger has a “Secret Menu” for regular customers.
See’s Candies have an interesting presentation and elegant packaging, which makes their products a popular gift choice.
All of the listed characteristics are applicable in various businesses and can serve as guidelines in the process of improving CX.
Below are links to some of the mentioned brands and their stories:
See’s Candies
https://lnkd.in/daMf2Pam
Chick-Fil-A
https://lnkd.in/dd5DpfkZ
Trader Joe’s
https://lnkd.in/dGrQSBKT
