First impressions are said to be the most lasting. In a digital world, they often begin when a consumer lands on a company’s website. And if that experience is superb, it can lead to a multitude of subsequent, long-lasting engagements.
Here are a handful of brands we think are providing stellar customer-first, surprise-and-delight, personalised web experiences.
1. T-Mobile: Customer-First
T-Mobile’s customer-first approach is evident right on its home page, where it has dedicated a portion of that precious real estate with an interactive game similar in concept to the ’80s classic Nintendo Super Mario Bros. (Disclaimer: Once you start playing, it’s hard to stop.)
Though a simple gesture, the game is very much on par with T-Mobile’s overall positioning as the “uncarrier,” in that it places customers first, ahead of the company's needs.
“For me, experience is the leading metric,” said Nick Drake, T-Mobile’s EVP of marketing and experience, in a previous interview with CMO.com. “I think everything else we’ve traditionally cared about, particularly in the industrial area and profit and loss, is precipitated by how your customers feel about their interactions with your company. So if you make that your primary metric, I think everything else falls into place. And so our company has centred everything that it does around the customer experience.”