Developing the right customer-centric company model is your passport to distinguishing from the crowd and driving customer loyalty. Providing excellent customer experience is the key to building brand loyalty and driving revenue growth. With the rise of social media and online reviews, customers have a louder voice than ever before and are quick to share their positive and negative experiences with the world. As a result, companies that excel in customer experience are often the ones that stand out from the crowd.
“One of the biggest challenges in companies is to truly understand what the customer needs. Not what they think they need. Many companies build their brand around what they believe is best for the customer. When they find out what the customer really wants, it may then be quite different from what the customer really wants,” says Sean Crichton-Browne, Head of Global Partnerships & Customer Engagement at MarketCulture Strategies Inc in Clootrack's 102 CX Expert report, where experts have shared their problems and potential solutions for the CX endeavors.
In the past few years, several companies have emerged as leaders in providing exceptional customer experiences. These companies have implemented innovative strategies and technologies to enhance the customer journey at every touchpoint, from initial awareness to post-purchase support. By doing so, they have created a loyal customer base that not only returns for repeat business but also acts as brand ambassadors.
In this article, you'll learn about the companies that are setting the bar for customer experience in 2023. These companies are leveraging cutting-edge tech solutions and design principles to provide seamless experiences that delight their customers at every turn.
Whether you're a business owner looking to improve your customer experience or a consumer searching for the best products and services, these 21 companies are worth watching.
Technology Industry
1) Apple
Apple continues to provide a seamless and personalized customer experience through its products, user-friendly interface, and excellent customer service. In March 2023, Apple took it a step further by introducing Apple Pay Later to allow customers to pay for the purchases they made over a period of time with no fees and no interest, making their life easier.
2) Amazon
Amazon's focus on customer experience is unparalleled, and in 2023, it has maintained its position as the go-to platform for shopping and e-commerce. Amazon recently announced its latest advances in counterfeit prevention for customers, brands, and selling partners. With the help of technology, Amazon is improving its stakeholders' experience by performing robust seller verification, identifying and dismantling counterfeit organizations, and improving its automated protection technologies.
3) Microsoft
Microsoft's commitment to customer satisfaction is reflected in its products, which are designed to be user-friendly and easy to navigate. In 2023, Microsoft continued to innovate its offerings by introducing its Microsoft 365 Copilot to allow customers to manage their workflow efficiently. With this tool, customers can optimize work processes as it will allow them to decide what to keep, modify or discard.
4) Google
Google has remained true to its mission of making information accessible and easy to find for everyone. Its products, such as Google Search, Google Maps, and Google Assistant, have made life easier for customers worldwide. In 2023, Google has continued to enhance its customer experience by making changes to its system that will improve how Google’s systems will access the overall content. With these changes, previously under-rewarded pages will do better in search results and provide better results to consumers.
5) Facebook
Facebook's focus on customer experience has been to make social networking easy and accessible to everyone. Its intuitive interface, personalized news feed, and seamless messaging system have made it the go-to platform for staying connected with friends and family. In 2023, Facebook announced testing Meta Verified to assist creators in establishing their true presence. With this, creators will get protection from impersonation, increased visibility and reach, and exclusive features that support them.
6) Samsung
Samsung's commitment to the customer experience is reflected in its range of high-quality products such as smartphones, TVs, and home appliances. Its products are designed with the latest technology, making them user-friendly and durable. In 2023, Samsung will continue to innovate its products for consumers, with its latest range of smartphones featuring foldable screens and providing seamlessly connected experiences.
Hospitality Industry
7) Airbnb
Airbnb's focus on customer experience is reflected in its range of unique and personalized accommodation options, its user-friendly interface, and its commitment to safety and security. In 2023, Airbnb has continued to innovate its offers by expanding a safety product to support solo travelers to travel safely and have the best experiences.
8) Marriott International
Marriott International has a reputation for providing exceptional customer service in the hospitality industry. Marriott has continued to prioritize customer satisfaction by offering personalized experiences for each guest, from room preferences to dining options. In 2023, Marriott Vacations Worldwide introduced The Marriott Vacation Club, providing high-quality hospitality experiences with stylish properties and facilities to enjoy the visit.
9) Hilton Hotels
Hilton Hotels is known for its commitment to providing a luxurious and personalized customer experience. Hilton has continued to innovate its offerings with features such as its Connected Room technology, which allows guests to customize their room settings through a mobile app. In 2023, Hilton added Spark to its portfolio, which aims to deliver a simple, reliable, and comfortable stay, all at an accessible price.
10) InterContinental Hotels Group
InterContinental Hotels Group (IHG) has a global presence and is known for its range of luxury hotels and resorts. IHG has continued to provide exceptional customer service by offering personalized experiences for each guest, including customized dining options and room preferences. In 2023, IHG has been focusing on delivering excellent guest service and investing in strategic efforts to build customer trust.
Airlines Industry
11) Emirates Airlines
Emirates Airlines is a Dubai-based airline that is known for its luxurious customer experience. Its loyalty program, Emirates Skywards, rewards members with exclusive perks such as reward flights and upgrades, elevating their experience with great benefits. In 2023 to address strong customer demands, Emirates is ramping up operations across continents by upgrading its fleet and product. while modernizing their fleet and products to guarantee that customers will always have the finest Emirates experience possible, they have restored new cabin decor and premium economy seats of their A380 aircraft.
12) Delta Air Lines
Delta Air Lines is a US-based airline that is known for its commitment to customer satisfaction. Delta is reliable for both domestic and international travel. Further, it takes care of customers’ airport experience with its exclusive offers and services. In 2023, Delta and American Express teamed up to allow eligible Delta SkyMiles American Express Card members to take 15% off Award Travel on Delta flights anytime. “Our Delta SkyMiles American Express Card Members are some of our most loyal customers, and we want to continue to give them opportunities to travel the world more easily,” said Prashant Sharma, V.P. of Loyalty at Delta. This latest collaboration milestone with American Express illustrates Delta's dedication to improving the SkyMiles program to surpass expectations and enable more seamless travel.
13) Qatar Airways
Qatar Airways is a Doha-based airline that is known for its customer experience and exceptional customer service. In 2023, Qatar Airways, in partnership with Qatar Airways Holidays, announced the launch of its exclusive travel packages for the upcoming F1 races. The travel packages allow customers to be up-close to energetic racing and exclusively enjoy unique experiences, including pit lane walks, guided track tours, and special events with selected F1 drivers.
Banking Industry
14) Goldman Sachs
Goldman Sachs is a multinational investment bank and financial services company that offers customized financial solutions to each customer, including access to exclusive investment services for corporations, institutions, and individuals.
In 2023, Goldman Sachs announced the expansion of Visual Structuring capabilities into equities, crypto, and precious metals. Also, the company launched the web and Android versions in addition to the original iOS mobile application for FX, which launched in September 2022. Chris Churchman, Head of Goldman Sachs Marquee. “With enhanced sharing functionality across mobile and web, leading to more efficient trade execution, it transforms the workflows of our clients in a revolutionary way that both saves them time and helps them make better decisions.
15) HSBC
HSBC is a global investment bank and financial services company that is known for its commitment to customer satisfaction. HSBC has continued to prioritize customer experience by offering customized financial solutions to each of its customers, including investing, online banking, loans, and access to exclusive services.
In 2023, HSBC announced further financed emissions targets to support emissions reduction in the real economy. It is helping its corporate clients to diversify and decarbonize to create a greater impact. By this, the bank can help clients in these industries play a significant role in establishing and linking the net-zero economy of tomorrow by assisting them in decarbonizing.
Quick Service Restaurant (QSR) Industry
16) McDonald's
McDonald's is a QSR chain that has continued to prioritize customer experience in 2023 with its updated growth strategy. The company is currently focusing on staying ahead of its customers’ demands by elevating marketing through creative excellence, unlocking more growth opportunities, accelerating the pace of restaurant openings, and becoming faster, more innovative, and more efficient through evolved strategy for serving the best to its customers.
When customers purchase digitally, they want to provide an even more personalized and easy experience, allowing them to bring up relevant offers and making them feel more connected to McDonald's.
17) Starbucks
Starbucks is a coffee chain that has served its customers with its mobile ordering platform, Starbucks Rewards, which allows customers to order ahead and skip the line and offers personalized recommendations based on customer preferences. In 2023, Starbucks introduced Oleato, which will be launched worldwide. This innovative beverage will bring a delightful experience for customers to cherish as it contains Starbucks arabica coffee infused with Partanna cold pressed, extra virgin olive oil. Howard Schultz, Starbuck's Interim Chief Executive Officer, says, “Embracing our heritage, we remain dedicated to exceeding our customers’ expectations by bringing innovative experiences to savor.”
18) Domino's Pizza
Domino's Pizza is a pizza chain that has invested in technology to offer a seamless ordering process through its mobile app and website. In 2023, Domino’s introduced the easiest way to order pizza on the go for its customers via Domino's iOS app on Apple CarPlay. This facility provided by Domino’s allows customers to skip long drive-thru lines and conveniently order pizza from the comfort of their cars.
"Domino's has been known as the industry leader when it comes to pizza and technology, and we're constantly striving to continue providing the best experience to customers. That's why we launched Domino's app on CarPlay," said Christopher Thomas-Moore, Domino's Senior Vice President – Chief Digital Officer.
Sportswear Industry
19) Nike
Nike is a sportswear company that offers innovative athletic products, such as custom shoes, jerseys, shorts, cleats, baselayers, etc. to enhance the overall customer experience. In 2023, the company launched Nike Motiva, a new shoe made for walking, jogging, and running with greater comfort and ease. This innovation from Nike has more cushioning underfoot, a softer and more comfortable experience that will provide ultimate convenience to the customers.
20) Adidas
Adidas is another sportswear company offering virtual try-on features and a seamless shopping experience. In 2023, Adidas introduced high-performance outdoor wear in collaboration with National Geography, ADIDAS TERREX X NATIONAL GEOGRAPHIC HIKING COLLECTION for its customers who love to interact with nature. This 51-piece collection has women, men, and gender-neutral offerings, which support users in multi-terrain environments.
21) PUMA
PUMA is a sportswear brand that specializes in designing and manufacturing athletic and casual footwear, apparel, and accessories. The brand has established itself as a major player in the world of football, cricket, basketball, and motorsport. In 2023, PUMA introduced ForeverRun NITRO inspired by PUMA running technology. This shoe by the company comes under stylish sportswear, which offers customers exceptional cushioning and stability with a visually attractive gradient color scheme.
To Wrap Up
In 2023, providing a great customer experience has become a top priority for customer-centric companies across industries. The businesses that stand out in this regard are those that have implemented a customer-centric approach and invested in the latest technologies to meet the changing expectations of consumers.
The above-listed customer-centric companies have demonstrated a strong commitment to providing personalized experiences, leveraging data analytics to gain insights into customer behavior, and creating seamless interactions across channels. They have also focused on building strong relationships with customers, fostering brand loyalty and advocacy.
The companies with the best customer experience in 2023 have established high standards for others to follow. They have made significant investments in technology, people, and processes to create a customer-centric culture that permeates their organization. These companies understand that great customer experiences are not just the result of good products or services but rather a result of a holistic approach to customer engagement.
By continually listening to their customers, being responsive to their needs, and delivering experiences that exceed expectations, these companies have positioned themselves as the world's most customer-centric companies. As we move forward, it will be interesting to see how other companies strive to emulate the success of these customer experience leaders.
Read More:- 20 Most Customer-Centric Leaders Share Insights on ROI of Customer Experience.