Question

Discuss how Spotify attempts to provide a total customer experience (CX) with its customers

Answer 1

Spotify, an international media services provider, is headquartered in Stockholm, Sweden. It's main business is providing an audio streaming platform, the spotify platform, that offers DRM-restricted music, videos and podcasts from record labels and media companies.

Spotify is doing well by knowing its customers and providing them a great experience in the field of media service. Spotify always try to provide uninterrupted service to its customers by making sure that it's experts are available in all channels which are preferably used by it's customers. Next, Spotify responds to its customers in a timely manner, for example, if a customer has problem with his Spotify playback, then the team immediately try to fix the problem as soon as they got the complaint from the customer. Sometimes, few of the Spotify customers answered a survey with less than satisfactory response, at that time Spotify service team reach out them within 24 hours and discuss with them how to better their service.

Spotify always try to make aware their customers that their team is around them to provide 24 hours service. It understands customer problem and frustration and try to relax them by using soothing words in their communication. Spotify encourages its happy customers to give some positive feedbacks about the company service so that it will be helpful for other customers to trust its service. This helps the company to provide a good customer experience to many more customers and keep them satisfied for a long period of time.