Good Customer Experience Examples to Learn from

Great Customer Experience: Definition

Here’s a word cloud that combines most common words associated with great customer experience.

A great customer experience is the backbone of businesses that want to grow. If current customers are unhappy, it’s highly likely new customers won’t like you either.

Now you have an idea of ‘What is CX.’ You can get a more in-depth look at CX by reading more from our previous blog posts. 

We interviewed our customer operating in the B2C home renovation industry, and they’ve made significant growth by focusing on customer insights and improving its customer experience.

Importance of Customer Experience 

A great customer experience strategy helps uplift your brand to the next level and become an example for every other company in the market. 

The following are different reasons why every company is trying to become the next best customer experience example:

Increasing Sales

Serious business owners highly regard collecting feedback from clients and then using it to improve their service. They know that better service leads to more satisfied consumers, which leads to increased sales.  

A used car dealership started using Trustmary, and made the most sales ever with social proof after just two months of usage. By measuring its customer experience and making the results public on its website, it got significant business growth.

One thing to underline here is that the company already had strong relationships with customers as well as top-notch service.

Interestingly, by adding testimonials and reviews to its website, its online customer engagement and sales rates went up immediately.

Ensure Customer Loyalty

It doesn’t matter how long customers have stuck with your company; if they see a better offer, they will go for it. 

However, offering a great customer service experience can offset that. Customers are more likely to stick to a company that offers to solve their particular problems. 

Sam Walton said that “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

A recruitment company, Eezy Personnel, boosted its NPS score from 46 to 70 and is thriving in terms of new business.

Increases Employee Engagement

CX and engaged employees go hand in hand. Employees will align their goals and work as great team players when they see the company cares about its customers. 

Some companies even reward employees based on what customers answer on the satisfaction surveys.

Furthermore, happy and satisfied consumers will be a breeze to interact with for employees, increasing the efficiency of the entire process. Furthermore, you can further increase the credibility of your business by creating and posting employee testimonials.

Community Marketing

By focusing on CX, you transform every consumer into an advocate for the company. 

People have gradually grown out of being manipulated by advertisements. Now, more than ever, third-party validation is one of the best ways to ensure that potential customers try out your product. 

Having users sing praises about your brand and product is a sure-shot way of making a name in the market. 

Humanizing Your Business

Behind-the-scene footage and in-depth interviews have become valuable things because people want to interact with your business at a personal level. 

By doing so, you strengthen the relationship, build an emotional connection, and share your brand with them. This mutual contact helps you understand your audience better and vice versa.

If you’d like more reasons for developing CX, look no further than a previous blog post we made.

Having covered the what and why of CX, it’s time to see some of the best customer experience examples.

Best Customer 360 Digital Experience Examples

This section contains five examples of the best customer experience. By the end of this section, you will have an idea of what makes companies stand out and drive business growth.

I will feature examples from:

1. Eezy Personnel (Recruitment company)
2. Hohdepinnoitus (Construction and renovation)
3. Potters Resort (Travel and tourism)
4. Seidat (SaaS)
5. Saintex (B2B service)

1. Eezy Personnel

Eezy Personnel is a recruitment company, and its entire service model is built around delivering exceptional client satisfaction. 

Strategic Use of Trustmary for Feedback Collection

To systematically measure service quality, Eezy Personnel implemented Trustmary’s feedback tools.

This platform enabled them to create customized surveys targeting specific touchpoints in the customer journey, facilitating the collection of actionable insights.

Eezy Personnel’s Service Coordinator Taru Palokangas highlighted the ease of creating and modifying feedback forms, with automation reducing manual efforts.

Personalized Communication Enhances Engagement

Recognizing the importance of individualized interactions, especially in direct searches, Eezy Personnel emphasizes personalized communication.

By utilizing Trustmary’s custom fields, they tailor messages to each candidate, ensuring a respectful and engaging approach. Psychologist Maria Nevala noted that personalized messages are essential when approaching candidates who may not be actively seeking new opportunities.

Building Trust Through Transparency

To alleviate candidate apprehension, particularly regarding personal assessments, Eezy Personnel showcases feedback directly on its website.

Displaying testimonials and reviews helps build trust and provides transparency about their processes. The company believes that sharing candidate experiences can reduce anxiety and enhance trust in its services.

Over the past few years, the company has boosted its candidate experience NPS significantly.

Key Takeaway: Eezy Personnel’s strategic implementation of Trustmary’s feedback solutions has been a cornerstone in elevating their NPS and enhancing overall customer and candidate satisfaction. This case exemplifies how dedicated efforts in feedback collection and personalized communication can drive substantial improvements in service quality.

Access the full story here: Eezy Personnel: NPS grew from 46 to 70

2. Hohdepinnoitus

Hohdepinnoitus, a Finnish home renovation company, has significantly enhanced its customer experience by integrating Trustmary’s feedback system with their ERP, Easoft. This strategic move led to a threefold increase in customer feedback, enabling the company to refine its services and build stronger trust with potential clients.

Automated Feedback Collection Enhances Customer Trust

By automating feedback requests to be sent out at the same time with invoices, Hohdepinnoitus ensured timely and relevant customer responses.

This automation not only increased the volume of feedback but also provided authentic testimonials that potential customers found persuasive. Managing Director Jesper Eronen noted that many clients chose their services based on positive reviews, highlighting the impact of showcasing genuine customer experiences.

Leadership’s Commitment to Customer Insights

Despite his executive role, Eronen remains closely connected to customer sentiments by regularly reviewing feedback collected via Trustmary.

This hands-on approach ensures that leadership stays informed about field operations and customer perceptions, facilitating prompt and effective decision-making.

Key Takeaway: Incorporating customer reviews into their website has proven instrumental in attracting new clients. The transparency and authenticity of shared experiences resonate with potential customers, reducing apprehension and building confidence in Hohdepinnoitus’s services. This practice underscores the importance of leveraging positive feedback as a marketing asset.

3. Potters Resort

Potters Resorts, the UK’s only fully inclusive holiday destinations with locations in Norfolk and Essex, sought to amplify their online presence by increasing guest reviews. Despite hosting approximately 1,500 guests weekly, they received only a handful of reviews each week. To address this, they partnered with Trustmary in May 2024, implementing a targeted review collection strategy.

This initiative led to a 37% increase in monthly reviews at their Hopton-on-Sea location and a 26% uplift at Five Lakes.

As Gary Bartley, Head of Marketing at Potters Resorts, noted: “Before Trustmary, we were getting just a couple of reviews a week despite having around 1,500 guests every week.”

A standout guest experience isn’t just nice—it’s critical in hospitality. Online reviews and word-of-mouth make or break a resort’s reputation.

🔹 More Returning Guests – Happy visitors book again and spread the word.
🔹 Better Visibility – More reviews = higher rankings on search and booking platforms.
🔹 Higher Revenue – Guests are willing to pay more for top-rated resorts.
🔹 Competitive Edge – Stand out in a crowded market with stellar reviews.

Key Takeaway: More reviews, happier guests, stronger business.

4. Seidat

Seidat, a dynamic presentation platform for sales teams, serves over 14,000 users who have crafted four million presentation pages, garnering 70,000 daily views. To maintain top-notch functionality and user-friendliness, Seidat partnered with Trustmary to streamline customer feedback collection and grass-root level user feedback.

– We saw the value of Trustmary immediately when we sent the first NPS survey. We got testimonials with the responses right away, says Seidat’s Customer Success Manager.

Company-Wide Transparency

Seidat fosters a culture of transparency by sharing all customer feedback internally via Slack. This practice ensures that every team member stays informed about user experiences, promoting continuous improvement and a unified approach to customer satisfaction.

Leveraging Testimonials in Marketing

Utilizing Trustmary’s all-in-one review widgets, Seidat seamlessly showcases authentic customer testimonials on its website and social media platforms. This strategy builds trust with potential clients by highlighting genuine user experiences. Ojapuska noted the ease of sharing feedback:

Key Takeaway: Don’t just focus on improving feedback mechanisms but also on strengthening your commitment to customer-centric growth.

5. Saintex

Saintex Oy, a Finnish family-owned company established in 1948, specializes in designing and manufacturing branded products for businesses. Despite a strong belief in their customer satisfaction, Saintex had not systematically gathered feedback.

By adopting Trustmary’s solutions, Saintex transformed their feedback approach, turning customer insights into a cornerstone of their continuous improvement and growth strategy.

Swift Feedback Acquisition

In a strategic move, Saintex launched a comprehensive survey targeting all customers who made purchases in 2024. The process was remarkably efficient:

• Customer List Import: Compiled and uploaded client details, including emails and names.
• Survey Creation: Designed a branded questionnaire aligned with Saintex’s visual identity.
• Personalized Communication: Customized email content to enhance engagement.
• Automated Reminders: Scheduled two follow-up emails for non-respondents.
• Survey Deployment: Dispatched the survey to the customer base.

This entire setup was completed in under 30 minutes. Astonishingly, within minutes of distribution, Saintex received nearly 300 responses, achieving a Net Promoter Score (NPS) exceeding 80 and collecting 80 testimonials from key B2B business decision-makers.

Integrating Continuous Feedback

Encouraged by the overwhelming response, Saintex integrated the feedback mechanism into their Enterprise Resource Planning (ERP) system. Now, customers automatically receive a survey ten days post-delivery, ensuring feedback collection becomes a seamless part of daily operations. This continuous loop allows Saintex to stay attuned to customer needs and refine their offerings accordingly.

Leveraging Testimonials for Enhanced Trust

Understanding the power of social proof, Saintex utilized Trustmary’s widgets to display authentic customer testimonials on their website. This strategy not only bolstered transparency but also reinforced trust with potential clients, showcasing real experiences and satisfaction levels.

The feedback highlighted Saintex’s exceptional service, knowledgeable staff, high-quality Finnish products, prompt deliveries, and reliability.

Key Takeaway: Regular feedback provides actionable insights, guiding product and service enhancements. Implementing a streamlined system can yield substantial responses in minimal time.

3 Examples of Bad Customer Experience 

So, you’ve looked at the lush green garden of excellent customer experience examples. Now it’s time to look at the swamp of bad customer experience examples. Hopefully, you’ll be avoiding these practices like the plague. 

The three examples you are going to see are:

1. Fixating on company policy
2. Not paying attention to customer feedback
3. Lack of empathy with the clientele

1. Fixating on Company Policy

Many growing companies are responsible for this lack of vision. 

As businesses grow, they need rigid internal structures to keep everything managed. These structures come in the form of rules meant to keep a great CX. 

However, these rules can sometimes become obstacles in the consumers’ journey. 

One such recent and bad customer experience example was a major retail brand. A consumer found that the price of an item was listed much higher than what they found when shopping online. When they asked the employee to match the lower price, the employee denied the request because it was ‘against company policy’, highlighting the need for clear communication and flexibility in company policy templates.

This is one of the most frustrating customer experience examples. It presents a clear opportunity for the company to go above and beyond ‘rules’ to accommodate a simple request and enlist a loyal customer to their brand. 

However, that was not the case. One dissatisfied customer led to a viral story that cost thousands of potential leads. Furthermore, it left a bad taste in the mouth of the remaining consumers. 

Key Takeaway: Having rules is well and good. However, making an exception to create a memorable customer experience is always best.

2. Not Paying Attention to Customer Feedback

The Internet and social media allow companies to always remain connected with customers. Thus, digital customer experience is as vital as physical interaction. 

Ignoring digital customer experience can be a cardinal sin for any company looking to impact customers positively. 

Not responding to people tells them that the company does not value their opinion. 

One such example comes from an airline company that took almost eight hours to respond to a complaint about lost luggage. Furthermore, the response itself was confusing and showed a lack of care on the company’s part. 

Source

The thread was visible to the public, and over 76K people saw it while also featuring on several news websites.

Customer experience examples like this highlight the importance of response time and its role in ensuring a great CX in the digital age. Potentially thousands of leads can be influenced by people uploading messages on social media. 

Key Takeaway: Responding to small problems on time stops them from becoming bigger ones down the road.

3. Lack of Empathy

This example is seen more often than people like. The last thing people want to hear is corporate nonsense from customer support or live chat agents. 

Not only does that make it sound like the company doesn’t care, but it also leads to increased stress for the client. 

Understanding the client’s pain and problems is a difficult skill to master. However, showing that you are making an effort goes a long way. 

Unfortunately, some companies do not train their employees to empathize with clients. At the worst times, it feels like the customer is talking to a robot with no sense of human emotions.

The example below is of a live chat gone horribly wrong. 

Source

Key Takeaway: It is one of the best practices to train staff to handle complex situations and, most of all, offer technical and emotional aid to the customer.

If you want to create a lasting relationship with customers, it’s best to avoid repeating the above bad customer experience examples. For a bite-sized version, stay clear of the following:

• Sticking strictly to rules and not accommodating customers’ point of view.
• Not responding in a timely or cohesive manner to customer problems.
• Letting employees show a lack of empathy and interact with customers poorly.
• Not embracing constructive criticism when customers bring it to your attention.

If you’re looking for examples on how to respond to negative feedback, here are 4 Negative Review Response Examples you can learn from.

Omnichannel Strategy for Improved Customer Experience

Providing a positive and memorable customer experience should be the priority for any company that wants a loyal customer base. These brand ambassadors serve as the foundation for continuous growth for the company. 

This section will list the basics for creating a positive CX. I will cover the following ideas:

• Always reply to positive reviews to show appreciation
• Thank your customers for their replies
• Make it easy for customers to contact you
• Fix problems quickly to keep customers happy
• Give customers choices that suit their needs
• Focus on what makes your business special
• Learn what your customers expect from you
• Put customers at the center of your business
• Make sure everyone in your company works toward better customer service

Let’s understand these points one by one to grasp their importance.

How to Improve Customer Experience with Simple Actions

Reply to positive reviews – A quick “thank you” goes a long way. Set up automated notifications so you never miss a review, and personalize your response to make customers feel valued.

Thank your customers for their replies – Whether it’s feedback, a question, or a review, acknowledge their effort. This builds stronger relationships and encourages more engagement.

Make it easy for customers to contact you – Offer multiple contact options like email, chat, and social media. Reduce wait times by using automated replies and a well-organized FAQ page.

Fix problems quickly – Train your team to handle issues efficiently and empower them to offer solutions without unnecessary delays. A fast resolution builds trust and prevents negative reviews.

Give customers choices – Offer flexible payment, delivery, and service options. Let them customize their experience to fit their needs and individual preferences.

Focus on your competitive advantage – Highlight the unique selling points in your communication and branding. Showcase customer success stories to reinforce your value.

Learn what your customers expect – Use surveys, reviews, and customer data to gather insights, then adjust your services based on real customer needs.

Put customers at the center of your business – Make decisions based on customer experience and comprehensive customer data, not just profits and gut feeling. Regularly review feedback and involve customers in product or service improvements.

Align your team around great customer service – Set clear goals and expectations for customer interactions. Recognize and reward employees who go the extra mile to keep customers happy.

By implementing these small but powerful actions, you’ll build stronger customer relationships, increase loyalty, and improve your overall reputation.

9 Ideas to Improve Customer Experience 

So, you want to elevate your brand’s CX. Implement these changes and watch your company soar above the competition.

	Action	How To	Result
1	Build an omni-channel strategy	Use mobile-friendly websites and provide cross-channel support.	Multiple channels for marketing, sales, customer support offer a uniform service. It restructures all interactions under one platform.
2	Deliver excellent service	Provide effective real-time support to lower resolution time.	Excellent client service boosts customer satisfaction. Leads to positive word-of-mouth about your company.
3	Train your staff	Conduct regular training programs about product knowledge and soft skills.	Helps understand client needs faster, leading to a faster resolution time. Helps increase empathic listening.Helps reduce sales cycles and improve sales conversions.
4	Create self-service options	Develop innovative websites that feature your knowledge base.	Save clients’ time. Empowers them with tools to solve their problems themselves.Strengthen brand reputation.
5	Gather and implement customer feedback	Conduct various types of surveys to gather feedback using different channels.	Clients feel that their opinion matters. Feedback empowers you to understand clientele needs and tailor products/services to cater to them.
6	Focus on social proof	Ask customers who offer positive feedback if they would like to write testimonials.	You show people how the users perceive your brand. Helps businesses develop a level of trust with new leads.
7	Engage clients throughout their journey	Gathering feedback data at various points through their customer journey.	Increases lifetime value by improving all stages of the customer journey. Increase conversion rates by increasing client retention.
8	Empower the employees	Give your staff the resources and freedom to solve customers’ problems. Listen to employee concerns and embed a shared goal throughout the company.	Employees feel responsible for handling user concerns. The customer experiences a decrease in resolution time.More personalized service leads to happier customers.
9	Use customer analytics	Use various channels and surveys to gather feedback before using different analysis methods and artificial intelligence tools.	Quantifies customer experience with tangible business outcomes. Create a single view of customers as they interact with your brand.

There you have it, the basics to ensuring a positive CX and something extra to make your brand stand out from the competition. 

If you think that all of this sounds like too much work, you’re right. That is why the next section will cover the three best solutions that make managing CX a piece of cake.

3 Best Customer Experience Solutions in 2025 

This section features three customer experience software that can help you collect, manage, and analyze customer experience metrics like NPS, CSAT, CES, and more.

	Software	Key Features
1	Trustmary	Ideal for measuring NPS and collecting feedback. Converts feedback into testimonials. Showcases as social proof on your website.
2	Startquestion	Conducts market research and collects data.Easy to use interface.Various templates for building custom surveys.
3	SurveyLegend	Allows full customization of surveys.Can send surveys over multiple channels.Collects and represents data clearly.

Get New Customers with Social Proof

Offering the best CX can be the difference between your brand making it big or fizzling out among the competition. 

I gathered some of the best customer experience examples to give you an idea of what market leaders do. Those should give ideas to create and implement strategies for improving your relationship with customers. 

As a recap, I covered the following topics:

• The definition of great CX
• The importance of CX
• 5 examples of good CX
• 3 examples of bad CX
• How to provide a positive CX and 9 ideas to improve it further
• Lastly, the three best CX solutions for 2025

Articles that will help you out:

• The ultimate guide to CX
• Building blocks of successful sales from the CX perspective
• How to develop the CX of your current clients?
• Aftercare measures to improve your CX