Customer experience in practice 🥳

2020-02-07

Recently I met with an interesting example of service by a pharmacist – in the form of a video consultation 📱 🙂 A customer waiting in line, when it was his turn to be served, connected with his mother (approximately 60-70 years old) via video call and handed the phone over to the pharmacist. The patient explained her symptoms and needs in a matter-of-fact manner, and the pharmacist asked a few diagnostic questions, provided advice, and prepared products for sale.

It's really a great example of beyond-standard service and meeting the customer's expectations. It was a spontaneous situation that the pharmacist quickly adapted to. A quick exchange of glances with another pharmacist and taking the initiative. It was obvious the pharmacist's positive surprise, Even the customers waiting in line had smiles on their faces. That's how you build positive experiences 🍀 That's why the customer service standards created should indicate the direction, but also leave flexibility to employeesAnd this is the approach we use in our projects 💪

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Can fast delivery ruin the customer experience?

2022-02-14

Marta and her shoes. The sale season is also a test for the largest e-commerce retailers. Customers are consciously choosing brands, but they are also increasingly paying attention to social and environmental issues, not just price. 👩 That's exactly Marta. The environment is important to her. She pays attention to things like eco-friendly, reusable packaging, second-life clothing […]

Who reads contracts? And why not?

2021-10-22

Building customer experience means touching all touchpoints and transforming them into better, simpler, more understandable, or more valuable solutions for the customer. One area that can evoke extreme emotions is CONTRACTS 🙂 For consumers, it's a boring, long, and often incomprehensible form. For companies, it's an "insurance policy" that guarantees we won't overpromise consumers, but also protects […]

The further into the forest, the more trees

2021-05-19

73% internet users shop online, 69% use a smartphone to make purchases 📱 – as the Gemius report "E-commerce in Poland 2020" shows, more and more Poles are becoming e-consumers. Unfortunately, there are still online stores where the purchase path turns from straight to winding, and only the most persistent customers can enjoy the product 🙂 But will they return and want to repeat their experience? 🤔 […]