On my Instagram (@StevenVanBelleghem) I started with a new content flow. On Tuesday and Thursday, I share a fun customer experience fact about some of the best known companies out there. I love those anecdotes because it tells us a lot about the culture of those organizations. Hope you will enjoy them.
The average activation number on TikTok is 43.4 times a day! Assuming the fact that we are active during 16 hours a day (excluding sleeping time), we can see that the average user activated the app around 3 times per hour. 40% of users activate the app between 21 and 50 times, and 30% of them activate the app more than 51 times.
Even if the Starbuck’s app is not an online payment platform, it continues to dwarf the likes of Google Pay and Samsung Pay users in terms of online payments made in the US.
The reason for this popularity has a lot to do with the popularity of Starbucks itself but the personalized experience the brand delivers through its mobile app is the key to its success.
Customers can place orders and pick them up in-store and Starbucks has also gamified the customer experience by rewarding them with points for every purchase, which can be exchanged for freebies at a later date.
Hema has developed its own app to process orders and their success is making its presence felt with more than 1,000 orders per day per at their supermarket (with surface areas of about 5,000 m2) and delivery times of between 15 and 30 minutes if the customer lives within a 5 km radius of the store, plus they offer 24 hour services.
It seems like an obvious choice for most of us digital consumers, yet many retailers still don’t have this option in place. This is the first step towards omnichannel retailing, a cross-channel shopping experience that today’s consumers demand and Burberry pioneered.
At CTRIP, the largest online travel platform in China, 95% of traveler inquiries are answered within 20 seconds. Also, according to Ctrip, all of its customer service representatives are in-house travel specialists, rather than outsourcing call center operations to a 3rd party. They take customer service very seriously.
A massive accident occurred on the M25 in Thurrock, England, stranding hundreds of motorists, and forcing people to sleep in their cars overnight. The local Ikea had close to 200 customers in the store at the time, with no way to get home. Recognizing that their customers were trapped and wanting to help out, the store offered them beds to relax and sleep.
