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Getting work done on your car rarely tops the list of good experiences. But last week I had to get work done on my transmission and I found myself praising the digital customer service.
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Scheduling my appointment on the dealership website took two minutes. My car and its service history were already saved in the system, allowing the software to make suggestions for what care I might need next.
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I got a personal text the morning of my service to remind me of my appointment time and see if I needed to book a rental vehicle for the day.
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Once I dropped off my car, I continued to receive service updates via text. When technicians found an unexpected issue, the cost estimate was texted to me along with details on what was wrong. I was able to give immediate approval.
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The entire process was so seamless, I barely noticed an interruption in my day.
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And that's the ultimate goal, right? Providing a digital customer experience free from frustration that leaves people informed, pleased and cared for.
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Do you have any digital customer experiences that stand out? If so, I'd love to hear about them!
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Bethany Farchione
Marketing Director, Questline
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INSIGHTS, JUST FOR YOU
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EMAIL OF THE MONTH
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The highest performing email sent last month by Questline clients
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Utility type: IOU
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Campaign type: Promotional
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Subject line: Your ecobee Air Filter Coupon Code
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Open rate: 59%
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CTR: 18.07%
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CTOR: 30.7%
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SPOTLIGHT
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Connect with energy communicators and customer experience experts to uncover what's happening across the industry.
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Hanna Balla
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Director, Customer Experience & Insights
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NiSource
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Starting her career in the airline industry, Hanna Balla knows how crucial customer experience (CX) is to brand success. She now oversees CX strategy and insights for NiSource and is currently spearheading digital transformation efforts. We talked with Hanna about how to establish stronger digital customer relationships and what today's modern consumer expects from their energy provider.
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WHAT ELSE WE’RE READING
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 Industry
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 Marketing
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WHERE TO FIND US
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Thursday, Nov. 18 @ 1PM EST – WEBINAR
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2022 Email Marketing Best Practices & Trends
Speakers: Litmus and Questline
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Oct. 25-28, 2021
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EMACS *virtual
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Oct. 24-27, 2021
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Scottsdale, AZ
APPA Customer Connections
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