#77 | DCX - Perspectives and insights on digital customer experience
Sprinkles. A Retail Experience Case Study; Get Ahead of the Game: Pre-Order These Four Exciting CX Books Now!; DCX Poll; Links to Industry news and the DCX Thought Leader Profile of the Week
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Sprinkles. A Retail Experience Case Study
Wait, what is that? It’s a Sprinkles Cupcake ATM - a delightfully surprising bakery experience. It's a bright, cheerful kiosk that promises a scrumptious, freshly baked cupcake at the touch of a screen. The sight of it is a blend of whimsy and wonder - a vivid reminder of how technology can transform even the simplest pleasures in life.
As you approach the Cupcake ATM, the blend of modern tech with the old-school charm of a bakery is striking. The machine's sleek design and user-friendly interface invite you in. With a sense of childlike excitement, you browse through an array of flavors, each more tempting than the last. The process is so seamless, so effortless it feels like stepping into the future of retail.
But it's not just about the novelty or the convenience. As the robotic arm gently delivers your chosen cupcake, you're not just receiving a dessert; you're experiencing a moment of pure joy. The Cupcake ATM manages to deliver an experience that goes beyond mere transaction. It's an encounter that leaves you amazed, a testament to how innovative customer service can elevate a simple treat into an unforgettable experience.
Apparently each ATM can go through 500 to 1,000 cupcakes in a day.
Sprinkles Cupcakes, a pioneer in the gourmet cupcake craze, has revolutionized how we think about the bakery experience with its Cupcake ATM. This innovative concept blends technology and tradition to offer a unique customer experience that sets a new standard in the retail confectionery landscape.
The ATM's allure begins with its novel concept – a 24/7 cupcake dispensing machine. This machine is more than just a vending device; it symbolizes instant gratification in the digital age, appealing to consumers who seek convenience without compromising quality. The idea of accessing a freshly baked cupcake outside of regular store hours is a game changer. It caters to late-night cravings and busy professionals and families seeking a treat on the go.
The design of Sprinkles’ Cupcake ATM is sleek and user-friendly. With a touchscreen interface and a simple, intuitive navigation system, customers find it easy to select their desired flavor from the mouth-watering array of options. This ease of use is a key aspect of the customer experience, making the transaction as enjoyable as consuming the cupcake itself.
An essential component of this experience is the quality of the product. Despite being dispensed from a machine, Sprinkles’ cupcakes maintain a standard of freshness and quality that rivals their in-store counterparts. This consistency is crucial in building customer trust and loyalty. The brand guarantees that the cupcakes are baked the same day, ensuring the taste and quality remain uncompromised. This commitment to quality is a testament to Sprinkles’ understanding of their customers' expectations.
The ATM's location strategy also plays a significant role in enhancing customer experience. Positioned in high-foot-traffic areas, these machines are convenient and a clever marketing tool, offering visibility and brand awareness. The novelty factor of the Cupcake ATM makes it a talking point, a destination in itself, which drives both new and repeat business.
Moreover, the Cupcake ATM taps into the current trend of experiential retail. In a market where consumers are inundated with choices, experiences that are unique, Instagram-worthy, and shareable on social media stand out. The joy of watching a robotic arm fetch your selected cupcake adds an element of delight and surprise, making the purchase more than just a transaction but an experience to remember and share.
According to Michelle Wong, CMO of Sprinkles, innovation is at the core of the brand. The Cupcake ATM is a product of this innovative spirit, reflecting the brand's commitment to design, quality, and customer experience. Its success lies in how it encapsulates Sprinkles' ethos: blending convenience with quality and technology with tradition.`
At the end of the day, Sprinkles Cupcakes’ ATM machine is not merely a testament to innovation in retail but a beacon of exemplary customer experience. By marrying convenience with quality and technology with tradition, Sprinkles has crafted an experience that resonates with the modern consumer. It serves as a case study of adapting to changing market trends while maintaining brand integrity and customer satisfaction.
This week’s DCX Newsletter is Supported by:
Get Ahead of the Game: Pre-Order These Four Exciting CX Books Now!
Available Jan 2, 2024
Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey: A one-page framework that guides you to create a customer-centered business plan that improves customer experience and business growth. It consists of 12 steps across four phases (4As): Align, Analyze, Act, and Advance.
Author: Toni Krasnic, MBA, CCXP | LinkedIn - CX expert, a former professor, and the founder of Concise Learning. He has written several books on learning skills, mind mapping, and customer experience. He is also a certified customer experience professional (CCXP) and a member of the Customer Experience Professionals Association (CXPA).
Available Jan 3, 2024
Think Human: The Customer Experience Revolution in the Digital Age In an increasingly competitive and digitalized world where experience reins supreme, Olivier Duha highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction.
Author: Olivier Duha | LinkedIn - The CEO and co-founder of Webhelp, a leading global provider of customer experience management services. He has more than 20 years of experience in the customer relations industry and is a recognized expert and speaker on the topic. He wrote the book to share his insights and vision on how to win in the age of customer experience.
Available Dec 19, 2023
The Flagship Experience: How AI and Software-Defined Vehicles Will Revolutionize the Automotive Customer Experience discusses how Software-Defined Vehicles and AI will enable automakers, transportation providers, and transportation planners to reimagine the mobility customer experience, and presents a framework for implementing it
Author: Evangelos Simoudis | LinkedIn - A venture investor, senior advisor to global corporations, and a recognized thought leader in big data, artificial intelligence, and corporate innovation. He is also the co-founder and executive director of Synapse Partners, a venture firm that invests in early-stage startups developing AI applications for the software-defined vehicle. He has written several articles and books on the topics of mobility, AI, and innovation, such as The Big Data Opportunity in Our Driverless Future and Transportation Transformation: How Autonomous Mobility Will Fuel New Value Chains. He has a PhD in computer science from Brandeis University and a BS from CalTech.
Available Dec 5, 2023
Ask & Deliver: Discover the Heart of Your Business by Listening to the Voice of Your Customers explains how to use the O’Brien Voice of Customer (O.VoC) survey to gain customer insights and design a better customer experience. The book also shares the story of how O’Brien developed and applied the survey to different clients and her own business.
Author: Mary Ann O'Brien | LinkedIn - Founder and CEO of award-winning marketing firm OBI, and the brains behind the revolutionary O’Brien Voice of Customer (O.VoC) survey, has been called “The Mother of Modern Marketing.”
This week, I asked our colleagues in the Customer Experience Professionals Group on Linkedin about how working in CX impacts personal growth.
The poll results reveal a compelling narrative: CX professionals don't just solve problems; they undergo profound personal transformations through their roles.
Empathy emerges as the top growth area, with over a third of respondents indicating that their daily interactions with diverse customer emotions and situations deepen their empathetic capacities. This skill extends far beyond the workplace, enhancing personal relationships and social awareness.
Resilience, credited by nearly a quarter of the participants, speaks to the challenging nature of CX that forges a robust set of coping mechanisms. It reflects a demanding and unpredictable professional environment, shaping individuals who are well-equipped to handle life's adversities with grace.
Creativity and communication, though ranked lower, are still pivotal, suggesting that CX work is a fertile ground for innovative thought and the honing of interpersonal skills.
The balanced distribution of votes across all options also indicates that CX work is multifaceted, with the potential to contribute to personal growth in several ways. It's a field where empathy, creativity, resilience, and communication are developed and intertwined, reinforcing each other.
This poll could serve as a starting point for deeper exploration into how the CX profession shapes individuals beyond their work life, potentially influencing training and hiring practices to emphasize these personal growth aspects enrich the individual and the communities and organizations they serve.
365 Days of Accountability is Now a Personal GPT!
Get daily inspiration, learn how to build an accountability team, and receive personalized help staying accountable. We're still in beta, so feedback is welcome! Stay accountable and enjoy! ChatGPT - 365 Days of Accountability (openai.com)
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Customer Experience Horizons | MIT Technology Review
This report examines the strategies and technologies that will transform customer experience and contact center employee experience in the future. It is based on interviews with customer experience leaders from various industries and regions. It covers topics such as omnichannel integration, automation, analytics, empathy, and resilience.
The future of NPS with its founder, Fred Reichheld (quantummetric.com)
NPS was created to measure customer satisfaction but its use in the modern enterprise is not always accurate. Fred Reichheld, the founder, discusses the future of NPS and how to properly measure customer success.
AI Has Achieved Escape Velocity - by Robert Tercek (substack.com)
In just one year, ChatGPT became incredibly popular and transformed OpenAI into a for-profit company worth billions. This caused conflicts within the company's goals and leadership, but ultimately ChatGPT's success drew attention to the importance of regulating and governing AI development. The AI industry is under intense competition and the consequences of failed governance could be catastrophic. The development of advanced AI has become unstoppable and requires careful consideration. Robert Tercek, one of the smartest people I know, brings all the sides into view in this great article. Check out more about Robert at thefuturists.com.
DCX Thought Leader Profile of the Week
Every week, I introduce you to another inspiring professional from LinkedIn who has the potential to make a significant difference in your life and career.
This week, I am pleased to introduce you to Zanna van der Aa, Customer Experience Transformation leader.
Zanna van der Aa is a globally recognized expert in customer experience transformation, with over two decades of experience helping organizations create exceptional customer experiences that drive business growth. Her passion for CX stems from a deep-rooted belief in the power of human connection and its ability to transform businesses and people's lives.
Zanna pursued a PhD in Customer Experience Management at the University of Nijmegen, Netherlands. Her research showed investing in CX can lead to financial gains, deepening her understanding and providing a scientific framework for her work. She advocates for data-driven decision-making in creating customer-centric organizations.
Zanna identified a common challenge in her consulting work: organizations struggle to turn CX strategies into actions and measurable results. To solve this, she created Accelerate In Experience.
Accelerate In Experience is a proven, data-driven approach to CX transformation. It creates impactful customer experiences that energize boards and employees. It's based on human behavior, organizational dynamics, and the latest CX research.
Zanna's expertise and passion for CX make her a sought-after speaker and thought leader in the industry. She presents at conferences worldwide, sharing insights on exceptional customer experiences and driving growth. She advocates for human-centric organizations prioritizing customer and employee needs.
Zanna is a prolific writer, contributing articles and thought leadership to industry publications. She authored the book "In the Driving Seat of Customer Experience: with Customer Signals Management."
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