Example #1: Disney’s seamless Magic Band system provides an omnichannel customer experience
Why we liked it:
- Customers receive electronic wrist bands — Magic Bands — in the mail after purchasing their tickets to Disney World. This adds a fun surprise right from the beginning of their customer journey.
- The wrist bands seamlessly act as a digital storage space, hotel room key, payment method, and more, giving both convenience and an all-important “VIP” feeling while at Disney parks.
- Disney builds brand loyalty and fosters repeat customers by setting itself apart from the moment of purchase, providing an innovative and unique CX that makes customers feel truly valued and personalized across their journey.
Example #2: Amazon’s delivery stations appear seemingly everywhere
Why we liked it:
- Since its inception, Amazon has built its business on knowing what its customer wants: fast delivery and minimal effort.
- Amazon is opening more than a thousand parcel-delivery stations across the suburban United States. This further narrows the gap between its fulfillment centers and shipping points.
- Amazon knows that same-day and even two-hour delivery is its unique selling point and is not afraid to invest time and money into it. Even with its massive current success, it’s constantly working to sharpen its shipping standards.
Example #3: McDonald’s proactively pushing the right CX buttons
Why we liked it:
- Not content to sit on its laurels when it started receiving bad press some years ago, McDonald’s has dramatically overhauled and prioritized its customer service experience from top to bottom, such as introducing the “ MyMcDonald’s” loyalty platform to reward their frequent customers.
- According to Chris Kempczinski, CEO, the company aims to minimize friction across all its service channels, emphasizing immersion and personalization at every level.
- The company’s goal is to create seamless customer transitions between its in-store dining, takeaway, and delivery services, aided by its newly introduced global mobile app (GMA).