My Best Examples of Customer Experience Stories

How many of you consider customer service or customer experience as elements of your marketing? Are our customer experience stories growing in your companies’ marketing? And therefore are enablers for your word-of-mouth marketing strategy?

Consider this … if done well; don’t you think both could create things for customers to talk about?

Let me share a story with you as an example.

Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the other two transactions could have been done by phone or maybe online. I hoped one visit to a local branch would be easier, but deep down I feared it wouldn’t.

Frankly, I expected we’d be shuttled around the branch to different people to take care of each transaction. Or, worse, told to use the phone to call the credit card support number directly.

Instead, it turned into a quick and extraordinary experience. Because when we entered the branch, a banker warmly greeted us and asked how he could help. After learning what my sister needed to do, he invited us to sit down at his desk.