We all love the Starbucks coffee. But what pulls us to Starbucks is the extremely personal experience by the Baristas. 

After several years of passion driven growth, Starbucks faced a lean period. When Howard Schultz announced his exit from an active role, Starbucks hired senior management that focused on just one thing : the finance. Their growth strategy was open more Starbucks across more cities around the world.

They lost. The market share dipped. The stock price tumbled.

Howard Schultz had to finally step in. He remarked as in this video:

“How do you get this big and stay small? And the way we do it is 1 customer, 1 partner, 1 cup of coffee at a time, reducing it to the lowest common denominator. Focusing maniacally on the customer experience”

While you must watch this entire video. To save your time, we have set it at the very second where Howard speaks about how they re-focused and re-engineered Starbucks to deliver the passion for coffee to the customers.

About CX/REFRESH

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.

This post is inspired by the Innovation Leader Impact Conference 2018. At DialDesk we follow incredible thinkers and leaders globally to build world class CX solutions for our customers.

One of the key speakers at the conference was Jon McNeill, the current COO at Lyft. Jon has been a successful entrepreneur, innovator and has worked with Elon Musk at Tesla.

In an interview given to the Forbes magazine, Jon made a remark that caught our attention.

He shared two remarkable examples. We shared them at the last few CX/REFRESH Workshops that we have done for our customers. These are such powerful examples that we are compelled to write about them here.

#1: Elon Musk and Jon watched people take delivery of their Tesla cars and they saw that the first 20 minutes of the delivery was pure joy and the next half an hour was paperwork. They asked how can we eliminate the tedious paperwork? Could they introduce a one click lease.

They had to of-course face several tough challenges of regulations and the usual stiffness of how things have been since ages in the auto industry. But finally they went ahead and made change happen.

Their grit, love for the customer, use of technology and deep understanding of processes made change possible.

#2: They wanted people to sign up for test drives online. The challenge they faced was to assess where Tesla cars were and what were they being used for at any given moment?

The Digital head at Tesla wrote an API that interacted with their scheduling software and the asset management system to identify where all the cars were. During a select roll-out of the service, they received 400 test-drives booked.

CX is about the love for the customer, technology and processes

The above 3 pillars are what we use to build powerful and innovative CX solutions for our customers. 

About CX/REFRESH:

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.

Ask DialDesk for the CX/REFRESH Workshop with your CXO’s at your organisation.

Almost everybody reading this post would know Warby Parker. Wikipedia introduces the company as: an American online retailer of prescription glasses and sunglasses, based in New York City.^[1] Warby Parker primarily sells products through their website, but also feature retail locations in the U.S. and Canada.

At DialDesk we keep exploring innovations that we can classify as innovations in CX (customer experience). The prescription check app by Warby Parker is one prime example. Imagine tele-health to a level where a eye doctor could see how you see through your glasses and update your prescription. You get charged if you get an updated prescription.

Why do we feel this is great CX?

A powerful customer experience is what creates fundamental value for the customer that it is intended for. In Warby Parker’s case, with this app, a customer could potentially save time in going to a doctor (unless of-course if its needed). Basis the updated prescription Warby Parker could send new pair of prescription glasses to the customer. 

For the customer hence this creates powerful fundamental value.

What went into creating this fundamental value in CX?

• Clear vision to create value for the customer
• Deep understanding of the customer’s pains
• Technology + Design
• Genuine intent to build a world class CX

About CX/REFRESH:

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.

Ask DialDesk for the CX/REFRESH Workshop with your CXO’s at your organisation.

One of the most profound ways that technology has impacted the humankind is that decision making has become incredibly easier and complex at the same time.

We are flooded with choices of all kinds for absolutely everything that we need to live a better life. At the same time the overload of information makes our decision making more complex.

Businesses that are designing meaningful CX are seeing positive growth in the following ways:

Businesses that are designing more meaningful CX for their customers ultimately are seeing

1. Higher engagement
2. Higher retention rates
3. Increased customer loyalty

So is CX about the customer or the experience?

CX is not an end goal. It is a journey that begins by understanding what is ‘most meaningful’ for the customer? The keyword here is ‘meaningful’. Only when you find what is most meaningful for your customer, do you create a CX solution that makes your customer’s life easier and better.

CX is about neither of the above. CX is about using technology, data and human intervention to make your customer’s life better and easier.

What is the ideal way to begin the journey to design CX that your customers will love?

1. Involve all CXO’s and customer facing decision makers to discuss the gaps in CX
2. Analyse these gaps and assess the existing data and insights that exist in the company
3. Instead of solving everything at once, design a solution that impacts a major part of the CX gap
4. Take feedback from the customer – see if the customer actually likes the new experience
5. Institutionalise the new CX process and scale
6. Involve your marketing team to communicate about it and engage your customers in the new CX

About CX/REFRESH

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.