Research shows that brands that offer a superior customer experience will earn 5.7 times more revenue that the competition. But how can you create a great customer experience? One of the best ways to accomplish that is to listen to your customers. Chances are, they’re already talking about ways you could improve. All you have to do is pay attention, which is what the following brands did (and they reaped big results because of it).
1. Amway’s Response to Being a Scam
While Amway has been around for almost 60 years, the company recently faced some online controversy with some people thinking the company’s method of selling was a scam. Many people thought this “Amway scam” lured in new independent business owners but didn’t really offer the income they imagined.
Naturally, Amway felt it needed to enlighten the world about how its service really works, so the company created a whole page on its website answering people’s concerns about being a pyramid scheme. The honesty and transparency was just what people needed to hear in order to qualm their fears about being ripped off.
2. McDonald’s Switching to Paper Straws
In recent years, plastic straws have created a huge uproar because of their environmental impact. And as McDonald’s is one of the world’s largest consumers of plastic straws, people felt they needed to do something to stop it. Internet users created an online petition asking McDonald’s to make the switch to paper straws, earning nearly 500,000 signatures.
After seeing this petition, McDonald’s clearly felt moved, because they quickly announced that they would be making the switch to paper straws in Ireland, the UK, and Australia, as well as looking into alternative straw options for the US, Norway, Sweden, France, and Belgium.
3. Tesla and Software Updates
Tesla CEO Elon Musk is no stranger to the internet, as one can often find him posting intriguing things about his company and his goals on social media. So when a random person on Twitter sent out a message asking for a specific update to his Tesla model, it shouldn’t really be surprising that Musk had an answer right away.
Paul Franks tweeted out that he would like an update that moved back the seat and steering wheel once the car was in park. That same day, Musk announced that he would be adding that update to all cars in an upcoming software release, which shows an incredible commitment to providing customer satisfaction.
4. The Return of Crystal Pepsi
Back in the ’90s, Crystal Pepsi was a fun drink beloved by many people. Unfortunately, it met a quiet end just a couple of years after its release, helping it become sort of a cult drink among certain generations. In fact, people clamored so much for the return of this mystical beverage, that they created an online petition with nearly 40,000 supporters.
Seeing that demand for this long-lost product was real, Pepsi decided to do the right thing and bring the drink back for a limited time. Its initial re-release in 2016 was sold out nearly instantly, prompting the company to bring it back again in 2017.
Brands should always listen to their customers, as it provides them with ample opportunities to address rumors, distinguish brands, and improve business. By following in the footsteps of the above brands and actively listening to your customers’ demands, you create a thriving company that rides the tides of current trends.
