The Forces of CX: Enjoyment 

Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers. 

The author(s)

  • Lorraine Rough Customer Experience
  • Laura Godfrey Director, Customer Experience
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This force is Enjoyment: Making the customers’ lives easier, so they feel a sense of freedom. Below are some of the best examples we’ve seen recently.

Many of us are missing grabbing a takeaway coffee, so Costa has helped customers recreate that experience at home, sharing expert tips on things such as the right way to use a cafetière and how to create coffee mocktails.

Group exercise classes were immediately suspended after lockdown. Be Military Fit responded by moving the classes online as many institutions have, but have ensured members stay with the same group they exercised with before, with the same instructor, and added social events such as a quiz, helping to keep a sense of community and connection with life before lockdown.

With cinemas closed, Lloyds TSB was unable to honour the Club Lloyds free cinema ticket benefit, but quickly adapted the experience, offering customers a voucher code to access a film online instead.

What these examples show us is that it’s important to help customers to achieve their goals and remove any hassle. Enjoyment can be enabling customers to focus on themselves, as well as adapting the experience to continue offering a service customers value.

You can download the full whitepaper here, or return to the main article page here.

The author(s)

  • Lorraine Rough Customer Experience
  • Laura Godfrey Director, Customer Experience