Which Brand Delivered a Truly Remarkable Experience to You?
At Avtex, we love celebrating brands that deliver exceptional customer experiences. So we want to hear which brand delivered your last best experience! Submit your last best experience story below or scroll on to read other stories.
Last Best Experience Stories
The Minnesota Timberwolves and Target Center continue to build a lasting relationship with me! I am constantly impressed with the experience we have each time we go to a game. From the safety of accessing the Target Center, to the helpful associates in the Timberwolves store, to the food vendor friendliness, to the smiles greeting us in and out of the center, to the ushers welcoming us and offering to take pictures, to the players waving at us as they come out of the locker area, to the fan participation during the game and then enjoying watching the game itself! Impressive! I constantly leave each game we attend with a smile and looking forward to the next time I will be back. And then, the final best experience, getting an email after the Season Opener saying, “We are sorry for some of the confusion around the contactless kiosk service, please come see another game on us with free tickets to your next game.” I not only tell my friends about the great experience each time I attend a game, but I go out of my way to share how wonderful it is and encourage others to take in a game if they haven’t! Go Wolves!
-Anne W - Minnesota Timberwolves, January 2022
Over the holiday, my dad received an Abbott Labs pacemaker. The Abbott technician came to my dad's hospital room to talk about the experience my dad should expect with the new device. The tech then scrubbed in for the procedure and afterward visited my dad in the hospital to make sure the pacemaker was calibrated correctly. Before the tech left, he gave my dad his personal cell phone number in case we had any questions about the device at any time. This really eased our anxieties about the procedure and made us feel 100% supported when he got home from the hospital. I'm happy to report that my dad is doing well!
-Greta H - Abbott Laboratories, January 2022
Holidays for our family means road trips to places afar and before that, we always check the car for anything that could go wrong on the road. Having lost my mechanic due to retirement, I had to search for another option. A quick search of Next Door and Yelp gave me a promising prospect with Blu Automotive. I quickly hopped on their website, and found a place for online appointments which was a time saver. Not 15 minutes after making the appointment for an oil change and road check, I was sent confirmation via Email and SMS. Being away from my computer, I sent a text back thanking them. Upon arrival at Blu, they knew my name, my car, and had paperwork ready for me to sign. With nothing better to do, I opted to wait in the lounge. Not long after I got settle, I received another text with a link to a full diagnostics of my car including videos, explanations, and a form to approve service. One of the problems they found was the alternator was bad (I figured since I just replaced the battery and still had a battery light on) and they offered either a shuttle home or a loaner car since it might take a few hours. I decided to wait. Every hour or so, they would text me the progress and estimated time the car would be done until finally I received one that my car was waiting out front for me. Upon checkout, the representative asked if I had the coupon they emailed to me, so I opened the original email and sure-enough, there was a coupon for 15%, which saved a bunch. In the end, the bill was reasonable, the service impeccable, and the communication exceptional. I had never had a nicer experience servicing my car than I did at Blu. I will definitely be taking advantage of them for my future needs, especially since they sent me a thank you coupon for my next visit since I had to wait for my car.
-Robert W - Blu Automotive, January 2022
Paradise is by far one of the best Thai restaurants I have had in recent years that I just can't seem to stop thinking about. This restaurant opened just a few months ago at my place, and it is already selling out, fortunately, the owners said the same food is served for lunch and dinner. My only caveat for this place is that due to its notoriety, it is very well-attended and thus can be very loud and cramped. The staff does a great job in communicating with you throughout your entire experience and the main chef even came out multiple times just to say hi and mingle, adding to the wonderful experience. In terms of must gets, you have to get the chicken biryani dish, it is an entire chicken and is fantastic. It's spicy, flavorful, fresh, and burns in all the good ways. We tried almost one of everything and truth be told, they should all be with us as each dish offers a different perspective from the chef's childhood and culinary experience. Of the other dishes, the cabbage is such a wonderful, simple dish that was just done perfectly, with the innate sweetness of the vegetable that was accentuated with the oil and spices. The eggplant, papaya, and shrimp salad were spicy, but a bit salty for my taste. The fried chicken wings were decent but dry and tough. The chicken dish was nice but not memorable. Exceptional customer experience and customer service are commendable. Fantastic experience!
-Shiva N - Paradise Biryani Restaurant, January 2022
They were very helpful in getting me my booster shot appointment and were able to see me on short notice.
-Nick N - Hennepin County Medical Center, January 2022
I had purchased some Christmas gifts in early November from Target. At the beginning of December there was a large sale and every item I had purchased was now 15-20% less. I called Target and they refunded me the difference for each of the 6 items. They said they have a holiday price guarantee for November and December. It took less than 10 minutes and I saved $20+ dollars!
-Jacquie M - Target, January 2022
I had placed an order for some christmas lights in January that were on sale for delivery. The store they were to ship from texted me they did not have them as there was a mistake in their inventory so they were cancelling the order. A couple of days later, they texted back that they had found them and asked if I still wanted them. We were able to connect via phone and they got them shipped out right away.
-Kyle R - Menards, January 2022
My oldest, Isabella, recently turned 16 (exciting and nerve racking). Like many teens, she is not the cleanest 16 year old. I thought a cute visor clip with refills would make the perfect stocking stuffer. I ordered this gift online from Bath and Body Works. When the box arrived, a fragrant smell came with it. Unfortunately, the box was poorly packed and other items in the package broke open the refill packs; spilling the oil scents throughout the box. After cleaning everything up, I jumped online and used the chat option to contact an agent at Bath and Body Works. The chat was picked up within minutes, the friendly agent apologized for the packaging and quickly tracked down all the details to ship me all new refill packs to arrive in time to complete the Santa stocking. Santa Success! Thank you Bath and Body Works!
-Arley H - Bath and Body Works, January 2022
I received an Ember mug for Christmas. It's a great gift for me as I drink coffee all day and it sometimes gets cold and I hate drinking warmed up coffee or tea. The lid to the mug broke (wouldn't stay open) but I had thrown out the box and since it was a gift I didn't have the receipt. I decided to try my luck and opened a support case via the Ember online portal. I entered my brief issue and waited. I created my support request on a Sunday, so figured it would take a few days to hear back. By Monday mid-day they had already responded to me; asked me to take a picture of the bottom of the mug (so they could get a serial number) and a picture of the lid. I replied to the email on my smart phone, added the pictures (and a video because it showed the issue better) and sent it in. Within 24 hours I had shipping information for my new lid, verification that the new lid was on it's way and an email from the ticketing system to show a new lid was ordered. I expect to receive my replacement in a few days, no shipping costs, no hassle. It was the perfect customer experience. It took a few days, but I wasn't in a hurry. (And I could have used the chat but I didn't want to.)
-Mike K - Ember, January 2022
My wife and I had the opportunity to dine at Texas Roadhouse over the holidays. We both ordered the Chicken Fried Chicken (and sides). What arrived was Chicken Fried Steak. The waiter apologized and reordered the entrees. He left the sides for us to enjoy while waiting. What then arrived was new entrees AND new sides; followed by the Manager, who awarded us with a free dinner for two on our next visit. We'll definitely be back.
-Jerry D - Texas Roadhouse, January 2022
I have been ordering activity boxes for my son from KiwiCo for about 2 years now, and we just love this company. The company sends themed activity packs once a month tailored to the age of your child. The company also sends emails to say when a new box is on its way and to give a sneak preview of the theme. Which all make for an fun and personalized experience. Recently, I switched our subscription over to the older age group - which could be done by the click of a button. However, when we got our delivery this week, there was an extra box there. I went into my account and realized I somehow double-ordered the subscription. After interacting briefly with their chatbot, they gave me a number to call. I called, spoke to a very kind and happy woman, and had my issue resolved without fuss - this all happened in less than 5 minutes! All-in-all I have been super pleased with this company and would recommend this service to any of my parent friends!
-Emily M - KiwiCo, October 2021
I’ve been to Surge twice now, and had a great experience both times! The check-in process is smooth/straightforward, the staff is friendly and they make you feel comfortable if you are a newbie! Also - the facility is kept squeaky clean which I appreciate. Class kicked off on time and lasted the full 45 mins! Definitely worth the cost. I took Ben’s class, and would highly recommend him as an instructor. Not only are his playlists fire but he makes you work hard! On the hills especially. I’m excited to try some other classes and/or themed rides in the future. Ben set the bar pretty high but I’m guessing the other instructors are great too. Besides, who doesn’t love a little friendly competition?
-Ashley F - Surge Cycling, October 2021
My family ate at this restaurant while on vacation in Scottsdale. It was amazing -- two customer experiences stood out. First, they served these amazing signature sticky buns BEFORE dinner. Just brought them to the table for free - it's their signature move. They were like cinnamon rolls -- for dinner? Why not? What an unexpected welcome. When we commented on how great they were, they boxed up more of them for us to take home. Second, about an hour after the meal, the manager called me personally on my phone to thank us for coming, ask us how we enjoyed our meal, and wish us a great time in Scottsdale.
-Beth L - El Chorro, October 2021
I am not a Target loyalist, so I'm always forgetting to use the app at checkout and even if I remember it's usually too much effort for me to bother. When I had to return a couple items without a receipt I figured I might run into issues. To my surprise, by making the original purchase with my main card (on file in the app I forget to use), my receipt was automatically synced to my app making the return a breeze -- I was delighted by the ease of doing business!
-Liz M - Target, October 2021
I recently purchased a firepit and they sent the wrong product. I was able to explain the problem with their chatbot and the next morning I was contacted by the company that they were sending the correct product via 2nd air and that I could keep the product they sent me by mistake. Super good communication and customer service.
-Trevor H - Solo Stove, October 2021
Want to watch some of these stories come to life?
Last summer I purchased a hammock tent from Lawson as they are well known here in Colorado where it's impossible to find flat ground for tents, but there's always a pair of trees 10 feet apart! After a full year of use, and let me tell you, these hammocks are amazing individual shelters perfect for the side-sleeping camper that is me, we were camping several weeks ago and I managed to damage the tent material by inadvertently putting my weght on it. When we got home, I contacted Lawson about repairs, expecting to pay a fair price for the damage I'd done to my gear. And that's where this story took a turn. Lawson Hammock informed me that even though I was out of warranty by months, they were going to replace my hammock, and went so far as to tell me to keep the old one for spare parts. And then they shipped me a brand new replacement free of charge. THAT is what standing by your brand and product means to me...Lawson Hammock chose to take the most expensive path FOR THEM and the easiest path FOR ME. But they'll win in the long run, because they made a customer for life in me.
-Cliff M - Lawson Hammock, October 2021
For those who need a phone plan that fits just right at a great price, Mint Mobile hits the spot. Getting a free boost in data allowance was a nice surprise and delight too. Relatively easy to switch and set-up. Clever and humorous customer communications.
-Tony L - Mint Mobile, October 2021
We are putting our house on the market, and realized, just days before the listing went live, that we were not going to be able to get the window's cleaned ourselves. There was SO MUCH to do, and of course we were under pressure to get it all done. I reached out to Subzero based entirely on location, they were close. A live person answered the call and they had a rep at our house in a matter of hours to give us an estimate. The rep was thorough, friendly, and when he heard about our timeline, he said, "Don't worry, we can get it done in time." He told me of a cancellation that day, and after calling to confirm with the office, he was able to schedule our cleaning that afternoon. That's right, less than 8 hrs from my initial call and the job was done! And it was done well, the windows look amazing and we had them done in time for showings.
-Sarah E - Subzero Window Cleaners, October 2021
I was standing in line at Walgreens and there was a gentleman trying to buy a Visa gift card for a small amount. He came up a dollar short due to the unexpected fees. Next thing I noticed, the Customer Service Associate went and got a dollar from his personal money. When I was checking out, I complimented him for doing that. His response was, “I work for a great company and get paid well, I can certainly spare a dollar to someone in need.” Beautiful Customer Experience! And it just so happened that I was buying some Starbucks gift cards that evening. I opened the package and gave him one. The smile on his face was priceless!
-Anne W - Walgreens, October 2021
They consistently exceed my expectations for my financial needs and the needs for my family. All of the personal bankers greet me and my daughter by name every time we visit. I recently wrote a check that was out of sequence and they caught that and alerted me right away. Every month they seem to have something for free for their customers- this month is a free pumpkin, last month was customer appreciation day, the month before a was coin appraisal day, we received a free pass to the ice skating rink at Wrigley field and were given hot chocolate and snacks after all included... They pro-actively reach out to me and anticipate my next need or desire and deliver. They have made a true emotional connection with me and my family that I don't think I would consider leaving them for another bank.
-Russell E - Wintrust, October 2021
My last best experience is when I ordered flowers online using 1-800-Flowers. When the flowers arrived I did not think the local florist provided a bouquet that matched the price and description of what I had ordered. I started a chat on the 1-800-flowers website. After the virtual assistant couldn't not resolve a live agent joined the chat thread. The agent then sent a new bouquet of flowers to the recipient and issued me a $20 credit on my next order. For me this represented turning my unpleasant experience into a last best experience, where I had been heard and the issue addressed.
-Amy S - 1-800-Flowers, October 2021
Early this year, I started using a credit card payment app "CRED" to pay my credit card bills. I had linked my credit card with the app to automatically clear my monthly bills. Unfortunately, I lost my credit card in late August and had to re-issue a new card from the bank. Because my old card was linked to the app, the dues for the month of September were automatically debited from my bank. I called CRED customer care team explaining them that I forgot to link my new card with the app and the card that was already linked to the app is inactive however the amount was charged to clear the dues. They were so cooperative and without any wait they coordinated with the bank on behalf of me to settle the amount that was charged. After they fixed the problem, they called me to help me link my new card with the app so that it doesn't happen in future.
-Rav C - CRED, October 2021
At the end of our meal, the waiter dropped off the check and told us he gave us 10% off. I asked why and he said because he felt he was 10% slower than usual. I thought this was a memorable moment because we had a great time, didn't notice that he was slower than usual but he did! He not only acknowledged it but gave us a monetary gift as well. Of course, I then gave him a 10% higher tip! It worked out on both ends.
-Kate K - Marna's Cafe - Robbinsdale, October 2021
My kids and I went there to order dinner and as we were leaving they told both kids they had wonderful manners when ordering and slipped each of them a rice crispy treat for that. It made my kids day and helped my emphasis on always being polite.
-Chrystal G - Noodles and Company, October 2021
I called my local State Farm insurance agent with a question regarding my discounts and a recent change to my bill. All I said was "Hello, I have a question about my discounts" and I was warmly greeted by name and after a quick verification question, my account was easily accessed without a long pause or being put on hold. We were able to discuss my issue and get it resolved. The agent also took a moment to look over my account to make sure I was up to date on all other discounts without trying to sell me any additional products/services. What stood out to me was their seamless use of technology - caller ID, contact center technology and likely CRM integration - to make the call personal without the inconvenience of being transferred to a billing department or being put on hold. It was resolved in less than 5 minutes. I hung up thinking "wow that was easy!"
-Kelly E - State Farm Insurance, October 2021
I regularly receive marketing emails from 1 800 CONTACTS, but my Last Best Experience went above and beyond. About a week ago, I received a call from their team and answered. The agent explained that the contact was a courtesy call to let me know my prescription was about to expire and asked if I needed any help scheduling a new appointment to get my eyes and prescription checked. When I noted I had a follow-up eye appointment scheduled in just a few weeks, the agent then offered that 1 800 CONTACTS would buy back any of my unused contacts should my prescription change to help make my transition to the new prescription even easier. The call was later followed up with an email reiterating the same message and providing links to both help schedule a new eye appointment and quickly order new prescription contacts.
-Nick D - 1 800 CONTACTS, October 2021
So this summer has been a mess. I hit a couch on the freeway in late July. Geico set me up with a rental car and sent my Explorer to a wonderful collision center. They have been working making the other driver's insurance pay for everything. Fast forward 3 weeks after I get my Explorer back, I get rear ended after picking kids up from school. Geico quickly got me another rental car. Sadly, my Explorer is a loss but they paid out on my truck, extended my rental additional days, and have worked out with Enterprise that once my coverage no longer covers the rental, I can get their rate until such time I find a replacement truck. I have been really happy with how they have handled both of my incidents and have helped me through the process.
-Paul J - Geico, October 2021
A few years back, our little dog was very ill. We took him to the Veterinarian we have always used. It was an emergency appointment, so they squeezed him in on short notice. Two of their doctors stayed after hours looking into the microscope and talking with other doctors at the University Veterinary Clinic. They eventually told us as gently as they could that our dog had cancer. They kept in touch with the team at the Oncology Clinic and kept asking us how he was doing. They called repeatedly just to ask about him. When he passed away, they sent us a sympathy card with notes about what a special little dog he was. It meant a lot to us.
-Kathy G - Marschall Road Animal Hospital, October 2021
I recently attended a Minnesota Timberwolves game. After months of strict COVID-19 protocols, my family couldn't wait to buy tickets for a game. A few weeks before the game, I had the opportunity to buy presale tickets. When gameday arrived, I was blown away by the no-touch services. I had digital tickets to speed up the line at the gate, I was able to order concessions and merch from my seat in the app, and the game was so much fun.
-Brian L - Minnesota Timberwolves, September 2021
During COVID I kind of avoided going to the doctor. But I recently received a text message from my primary care clinician at Park Nicollet that said, "It looks like you are going to be due for your physical after July 15th this year. I am trying to get my patients to schedule those visits now." The text went on to explain that I could schedule an appointment to avoid a chaotic rush once restrictions were lifted. Honestly this simple text really left a lasting impression because I haven't seen other healthcare providers do anything like this.
-Mike P - Park Nicollet, September 2021
I recently purchased a luxury car, something I had never done before. I didn't really know what to expect but I was blown away. When I arrived for my appointment, I was greeted by name, ushered back to a beautiful staging area, and cared for by a friendly rep who spent more than an hour with me going through the car's technology. I remember going back to the business manager's office and thinking, there's no way she is ready for me because there weren't any papers. But she tapped her desk and like something out of the future a large tablet popped up that I signed everything on. Over the last couple weeks the team has checked in on me to make sure I'm still satisfied with the car and understand all of its features. The experience felt luxurious.
-Kurt S - Mercedes-Benz, July 2021
My last best experience was with Apple. My Airpod headphones had been causing issues during meetings, picking up on feedback and filling my ears with a staticky sound. I knew I had to take them in to Apple’s Genius Bar for repairs, which I was dreading a bit because we were in the middle of a pandemic and non-essential, in-person interactions weren’t at the top of my preference list. Still, it had to be done. As part of Apple’s social distancing policy, all store visits had to be scheduled ahead of time, so I booked an appointment online. I was originally apprehensive about going into the store, but as soon as I stepped through the doors, Apple’s extensive, thoughtful COVID protocol set my mind at ease. The store was clean, the associates were masked and distanced, and the process was extraordinarily efficient. I barely even had to describe my issue before the associate helping me offered to issue me a brand-new set of replacement headphones at zero cost. A shopping trip that might have been an inconvenience in the best times — and had a high potential to cause anxiety during the pandemic — turned out instead to be a white glove store experience. Apple rocks!
-John S - Apple, June 2021