by Larry Mead, Kate Kompelien and Kurt Schroeder
Everyone has a last best experience – the golden experience that sets the standard for all other experiences and interactions with a brand. Explore real-life "last best experience" examples to get a taste of what organizations today are up against.
Who delivered a truly remarkable experience to you?
Last Best Experience Stories
Addie Rodman's Last Best Experience: T-Mobile
"Successful companies empower their employees to do what needs to get done to make sure the customer is satisfied."
Jim Sheehan's Last Best Experience: Delta Airlines
"Delta Airlines took what could have been a disaster and turned it into a positive experience by looking ahead and proactively taking care of what I needed."
John Seeds' Last Best Experience: The Apple Store
"The last best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere.”
Kurt Schroeder's Last Best Experience: Mercedes-Benz
"The experience just didn't end with me signing the papers. It continued on well after the purchase."
Kassie Houseman's Last Best Experience: Hy-Vee
"I could tell Hy-Vee was doing a lot right by empowering their employees to be able to take measures to drive a good experience for their customers."
Brian Lannan's Last Best Experience: The Timberwolves
"Brands can use digital experiences to reduce friction across the journey... and can gain additional loyalty from their customers."
Matt Maliszewski's Last Best Experience: USAA
"I had to go through multiple channels, and it was just so seamless to bounce back and forth between channels."