Often customer experience improvements focuses on broken processes, reducing friction or the dreaded self-serve (normally cheaper for the business but more effort on the customers than they would really like). All are about taking away pain and turning detractors into promoters….okay passives.
But do companies have the momentum to take this through from their ‘permission to trade’ or ‘brilliant basics’ level up to ‘make it enjoyable’ level? Not always sadly. But when they do it creates positive talking points and memorable experiences. Of course without the maintenance ground work, building fun experiences is more difficult for the business to feel it should be investing in or customers to enjoy if they’ve got outstanding gripes.
Suspend that thought and put yourself in the shoes of a customer experience team who are over the brow of that hill and living in the ‘make it enjoyable’ zone. Here are five enjoyable customers experiences which tickled us and we hope you take inspiration from too.
What we like about these is that you can see what the old experience was like. It wasn’t actually broken but there’s always room for improvement. Someone has said, ‘Could we make it more fun and see if that makes it more successful?’
Turn left. You will
The technologists behind sat-nav science are incredible. But those at TomTom who decided to make the instructions barked at you come from the voices of John Cleese, Mr T, Yoda or Darth Vadar are genius. Rather than labour over the technological improvements in the mapping accuracy, which is already a 1000% better than me reading the map, adding the voice increases the fun threshold to warp factor 10. And as soon as you get bored you can change to new voice. In fact, Brian Blessed is the latest voice to be immortalised – Gordon’s alive!
Challenge Pizza Hut
I came across this example through twitter so have pieced the story together. But as I can make out when ordering there is a ‘any special requests’ section taken at the end of the order. Typically the response is ‘please hold the onion’ or ‘double anchovy’, but the customer has thrown in a cheeky ‘draw a dinosaur on the box’ request and rather than tell the customer to take a jump, the Pizza Hut staff have risen to the challenge and made a boring space very fun. It begs the question what else can you do with the inside of a take away box!
Grow your money trees
Umpqua could have a whole blog on fun experience all to themselves. Where others are moving from retail banking to mobile banking they are opening more stores. And according to Barclay’s analysts’ it’s not just a community play, it’s a commercially sound model. The Economist reported, “Barclays predicts by the end of next year, Umpqua’s return on equity will be 14%, far above the average”.
They do things differently. For examples here is a plant on a customer’s door step. That may be what it looks like to you and I but this is actually a loan mailing. I’m sure you can get the creative reference link to growth, but you may have got the fact that what is normally a dry comms piece is made memorable and fun. And guess what it outperforms any other loan mailing stats you’ve ever seen!
Beep. Beep. Making shopping more fun for Mums
Toy cars in supermarket are not new. In fact they’ve been with us for a few years now having been introduced by Tesco in 2007. But go back to that moment when someone said, ‘I know stick a toy car to the trolley’. After a ‘Are you insane!’ was first fired back the visionary commercialist (also known as the customer experience manager) would have said, ‘hang on there is something in this. Anxious Mum’s buy less. Mum’s get anxious because of bored kids. Bored kids love driving toy cars. Toy cars would fit to a shopping trolley’ at which point everyone’s proverbial penny would have dropped. It was brilliant then and it always will be brilliant. And it’s less to fund than a crèche!
And the overall winner in the CX fun category is…
My favourite examples of fun in customer experience are those like the Tesco example above where fun has been used to take away anxiety or a negative behaviour. It’s a movement in its own right and if you are interested take a look at the VW Fun Factory examples.
But to finish my favourite example of improved customer experience is actually from real life. It’s the toddler eating journey that parents go through daily. It makes business challenges look like a walk in the park when it goes wrong! Getting small children, who are very good at manipulating broken processes, to eat when they want to play is a real challenge. But this fun idea is very successful and has probably been around since toddlers first needed feeding, but the ingenuity of it is still stunning.
- More produce (toddler’s food) is consumed with fewer issues (tantrums) reducing time and effort spent on getting the customer complaints (toddler pacified).
- The customer (toddler) engages in the process (dinner time) willingly prepared to be distracted from the other more enjoyable daily tasks (toys and TV).
- The front line staff member (Mum) is more productive because there is less effort needed (feeding & remaking thrown food) and satisfied because the labours have been appreciated (feel like a good parent for a moment).
If you want some new inspiring creators of fun customer experience recruit a group of Mums with toddlers (left at home). They are world class fun CX practioners.
Posted by Christopher Brooks
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