Customer Experiences stories about Le Louvre, Disney and many more

hi everyone welcome to a new episode of
CX update your monthly update on
customer experience
I want to start with a cool example that
I saw of customer experience with an
interesting mindset
um it's what the Louvre the museum in
Paris has decided this month you know
the Louvre is very popular it's one of
the most visited museums in the world
and as a consequence there are often
long lines to go to the monster pieces
if you go to the Louvre you know that
every single person actually goes to see
the Mona Lisa and then they create this
Disney line cue there and then you have
a few seconds to take a picture with the
Mona Lisa but you don't have really time
to to watch it closely so they want to
change that last year they had 7.8
million visitors and they had long
queues so they are now thinking about
what could be the maximum capacity to
optimize the customer experience so the
decision is very clear we're gonna lower
the amount of visitors to improve the
customer experience and and this is one
of the first times that I actually hear
something like this and it's interesting
imagine that you would use the same
philosophy in the restaurant there are
so many restaurants today that are
suffering to find enough staff and the
question is if you are a restaurant
owner what will you do if you are
understaffed will you
take full capacity of the restaurant and
lower the customer experience or will
you decide to maybe only accept 80
percent of the reservations and make
sure that those 80 customers have a
great experience it's an interesting
balancing exercise to to really see if
you if if you can deliver the service
that you want to be known for so I I
love this philosophy of the Louvre and I
think it's an interesting one to think
about in other organizations as well
you all know that I'm uh that I'm a big
Disney fan and and you probably heard
that Disney has a new CEO or basically
the old CEO came came back Bob Iger came
back from his retirement after the the
low stock price of Disney and and one of
his first decisions is actually removing
some frictions you all know that I'm a
huge fan of friction hunting well this
is exactly what Bob Iger is doing so for
instance he made the decision that if
you go to Disneyland you no longer have
to pay to get a picture of yourself on
the ride so when you're on a roller
coaster and you're putting your hands in
the air they always take a picture right
in the past in Disney you had to pay for
a PhotoPass to have access to these
pictures this is now available for all
guests for free another thing that he
did is he made the tickets the tickets
became more expensive in the last couple
of years and now he made sure that the
lowest ticket price tickets that there
are more of them available and for the
annual pass holders he made sure that
they don't have to to make a reservation
anymore to get into the park so you see
those are three examples of frictions
that he has removed and I can tell you
if you remove frictions people get
really excited about that so in all
Disney blocks people are now raving that
Bob Iger is back and look at these
decisions that he made and you know
these are very tactical small decisions
but with a high impact they're very easy
to implement but they have a high impact
customers instantly appreciate that and
and this is always my invitation to all
of you how can you look to certain
things that you have installed in your
organization that may not be good for
customers that you could remove easily
and that would have a big impact on the
perception that is what friction hunting
is about it's a small effort with high
impact and this is Apparently one of the
decisions that Bob Iger is doing to to
win the hardback of his most loyal
Disney park visitors
every year in in January there's CES the
Consumer Electronics Show in Vegas where
you have all the new cool gadgets and
new ideas of the technology World
um this year BMW came out with an
interesting concept car and it is a
concept car they will not really launch
it into the real world but there are a
number of cool items and this is
especially interested interesting if
you're looking into new customer
interfaces these are the enhanced
interfaces that I've been talking about
for a while that were evolving from
effortless to enhanced and like with
this new BMW that they showed at CES the
outside of the car is like
one big screen and because of that you
can decide the color of your car every
single minute of the day depending on
the mood that you are in you can add a
new color to the car you can work with
different colors or imagine in the
future you can put advertising on it
maybe you can even make money by putting
brand names on the car and you can rent
out the screens of your car who knows
um and there's also something
interesting on the inside there are no
buttons or real screens anymore in that
car everything is augmented reality and
you can decide how much you want to see
on the screen and there's also a safety
feature involved so you can see bicycles
that are getting closer to the car maybe
your human eye has missed them with the
computer I can see them and make sure
that you will see them by by
accenting them and making sure that
they're more visible and they also have
this VR experience like this full
enhanced experience so you can if you're
driving in a little town in Belgium you
can pretend that you're driving around
in in Vegas and that you see all these
cool hotels at the Vegas Strip and
before people get worried about the
safety of this car this is not something
they will launch but it shows that
imagine that one day you have a
driverless car how that could create a
new uh sort of entertainment and they
just want to show what you can do with
the windshield of a car and how you can
use it but the main goal is to change
the design and to make sure that there
are more safety features in there that
help you navigate throughout the traffic
in a safer way
the the most popular downloaded app in
the United States in the last couple of
months is an app called Teemo
and I guess the chances are very high
that you haven't heard of Teemo yet and
Timo is an e-commerce platform it's a
it's a shopping platform and it's part
of a larger company called pindu will
Duo and they are very popular in China
now they launched in the US and in last
couple of months this has become the
most downloaded app so they have more
downloads than Amazon or Tick Tock or or
Instagram and and in the last six weeks
they had about more than 10 million
downloads so they're very popular so the
question is why are they so popular
first of all their marketing is super
super aggressive so they make sure that
their ads all over social media so you
cannot miss it so people check it out
um second thing is
it's based on very very cheap prices a
little bit like chain in fashion uh the
the most popular fashion app in the
world is the Chinese chain very cheap
same with Teemo very very cheap most of
the products that they sell are unknown
Brands but sometimes they use famous
Brands and then sell something at a very
very low price which is attracting
customers and the third thing is the
platform is like a shopping mall it's
different categories it's all kind of
different products like little gadgets
that you want to buy at a cheap price so
you're constantly seeing new things that
are very cheap to buy and it's like
you're walking in this big shopping
street with all kind of neon
lights that are flashing to you with big
promotions and things on sale that's
like the environment that you're in and
then the last thing they add to it is
artificial intelligence so the more
people will use it the better the
recommendations will be on what kind of
products you will see in this virtual
shopping street again like Tick Tock
like Shane these Chinese apps that have
great working algorithms that really
know you very well very fast they make
it addictive to go there because every
time you see something new that is in
line with your interests and you can buy
them in an easy way at a very low price
so that is the secret of of success and
you see that these kind of new apps
where you combine price interface and AI
are always like an instant success in
the in the last few months so I would
advise you to take a look at Teemo a lot
of people will say oh this is not for me
but be not surprised when we will see in
Europe in a couple of months the same
increase of people's using Teemo
so guys this was my monthly CX update I
hope you enjoyed it I hope you saw that
we changed the format a little bit we
wanted to make it more about CX news a
little bit less about Concepts change
the layout a little bit so I hope you
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again next month for a new episode of my
CX update thanks for watching everyone
take care
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