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  • Anton Safonov

Celebrating Exceptional Customer Experiences - Bungie Studios

Bungie Studios, one of the most beloved game developers in the industry, is famous for creating the Halo franchise. While they have millions of fans all over the world, they also take the time to appreciate each one of them.

When they learned that one of their fans, a 14-year-old boy with terminal cancer, wanted to play their newest game, Destiny, before he passed away, they went above and beyond to make his wish come true.

They sent employees to his house to let him play a demo of the game, which was still unfinished at the time. They also brought him a card signed by the staff, a copy of his favorite game Halo: Reach, and a custom helmet from the game that they had made just for him.

The boy’s father later wrote a thank you note to Bungie on Reddit, saying:

"I want to thank Bungie for being so kind to my son. You have no idea how much this means to him and me. I know that you didn’t have to do this for us, but you did it anyway. You have made him so happy."

This story shows how Bungie went out of their way to make a fan’s dream come true. They did not just send him a generic gift or a message, but they created a special experience for him that he would never forget. They also showed compassion and empathy for his situation and made him feel valued and appreciated. This is an example of great customer service that creates a loyal and emotional connection with customers.

  • Develop a successful customer experience strategy that includes establishing a clear customer-focused vision

  • Understand your different types of customers and build meaningful, emotional connections with those customers

  • Assemble the teams and processes needed to deliver quality results consistently

  • Identify training needs and opportunities

  • Track development, as well as measure the service delivery ROI

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