Lessons in Customer Experience from Unexpected Industries

31 December 2025

When you think about lessons in customer experience (CX), where does your mind go first? Retail giants like Amazon? Hospitality stars like the Ritz-Carlton? Sure, those are the usual suspects. But, guess what? Some of the most surprising and impactful CX strategies come from the most unexpected industries. These are the underdogs of customer service, the industries you'd never think of when brainstorming CX hacks.

It’s time to shake up your perspective. Let’s dive into what we can learn from a few unexpected players. Grab a notebook (or maybe just your mental sticky notes)—these lessons will stick with you.

Why Customer Experience Is Everyone's Business

Before we dive into those unexpected industries, let’s talk about why CX matters so much. It’s no longer just "nice to have"; it's a competitive advantage. Customers today don’t just want great products or services—they demand memorable experiences. And if you’re not delivering, guess what? Your competitor will.

But here’s the kicker—customer expectations are now shaped by any experience they’ve had, not just within your niche. That means a delayed pizza delivery could influence what a customer expects when they interact with your SaaS company. Crazy, right?

So, the question isn’t just, "What can I learn from my competition?" It’s, "What can I learn from everyone?"

1. Fast Food: Mastering Speed Without Losing Quality

When you think of fast food chains, customer experience isn’t usually the first thing that pops into your mind. But hang on a second—there’s a goldmine of lessons here, especially for businesses looking to streamline processes or improve efficiency.

Take Chick-fil-A, for instance. They’ve dominated in marrying speed with hospitality. Ever noticed how they say, “My pleasure” instead of the standard “You’re welcome”? It’s a small, intentional touch that makes you feel valued. And let’s not forget their drive-thru system, which runs like a well-oiled machine even during peak hours.

Lesson for You: Speed doesn’t mean sacrificing personalization. Whether you're running an e-commerce store or providing consulting services, your customers shouldn’t feel like just another "ticket."

Takeaway Tip: Automate repetitive tasks without losing that human element. Use CRM software to track customer preferences and personalize interactions.

2. Healthcare: Building Trust Through Empathy

The healthcare industry often has the unenviable task of dealing with customers at their most vulnerable. Despite the pressure, some organizations have set the bar remarkably high for customer experience.

Think of how pediatric hospitals like St. Jude create a welcoming environment for their little patients and their families. Beyond medical care, they focus on emotional support. From cheerful, non-intimidating spaces to a team that actively communicates updates, they know how to make people feel taken care of.

Lesson for You: Empathy is a CX superpower. Customers who feel understood are more likely to trust your brand, and trust breeds loyalty.

Takeaway Tip: Train your team to actively listen to customer concerns. Acknowledge their challenges instead of jumping straight to solutions.

3. Theme Parks: Immersive Experiences That Stick

Ever been to a Disney park? If you have, you’ve probably experienced their unique "magic.” What makes Disney stand out isn't just the rides—it’s their obsessive attention to detail. From the friendly staff (or “cast members,” as they call them) to the immersive worlds they’ve built, Disney knows how to pull you into a story.

But here’s the kicker: It’s not all about the big gestures. Even the tiniest details—like hidden Mickeys or perfectly themed garbage cans—contribute to the experience.

Lesson for You: Sometimes, it’s the details that make the difference. Customers might forget the product they bought from you, but they’ll never forget how you made them feel.

Takeaway Tip: Add micro-moments to your customer journey. That could mean a hand-written thank-you note when someone places a big order or an Easter egg in your app design that delights users.

4. Airlines: Turning Challenges into Opportunities

Airlines are notorious for poor customer experience. But wait—there are a few standout exceptions. Take Singapore Airlines, for example, which consistently ranks as one of the world's best carriers.

Here’s what they get right: They know that flying can be stressful, so they focus on creating calm and comfort wherever possible. From their world-class in-flight service to handling complaints gracefully, they’ve mastered turning potentially frustrating experiences into positive ones.

Lesson for You: Challenges are opportunities in disguise. The way you handle a mistake or solve a problem speaks volumes about your brand.

Takeaway Tip: Have a robust escalation process in place. Whether it's a delayed shipment or a software bug, ensure your team knows how to turn a negative into a positive.

5. Professional Sports: Cultivating Unwavering Loyalty

Die-hard sports fans are a breed of their own. Rain or shine, win or lose, they show up for their teams. So, what makes sports teams so good at fostering loyalty?

It’s about creating a community. Teams like the Green Bay Packers go beyond the game by connecting with their fans deeply. From fan clubs to loyalty programs to behind-the-scenes content, they make their supporters feel like part of the family.

Lesson for You: Community builds loyalty. The stronger the sense of belonging, the less tempted your customers will be to leave you for a competitor.

Takeaway Tip: Build a sense of community around your brand. Use social media, forums, or exclusive events to create a space where your customers feel connected to both you and each other.

6. Fashion Industry: The Power of Personalization

Ever wondered why Stitch Fix customers keep coming back? It’s because they’ve nailed the art of personalization. By using data and algorithms, they deliver recommendations that feel tailor-made for each customer.

People love feeling special—it’s just human nature. When a fashion brand takes the time to "get" its customers, it naturally earns their loyalty.

Lesson for You: Use personalization to show customers that they’re more than just a number.

Takeaway Tip: Even if you’re not in fashion, you can use data to personalize emails, product recommendations, or even onboarding processes.

7. Gaming: Rewarding Engagement

The gaming industry knows how to keep people hooked. Can’t stop playing Candy Crush? That’s intentional. Gamers are all about the rewards—whether it’s leveling up, unlocking new features, or earning in-game currency.

But it’s not just about the rewards; it’s about the journey to get them. Game developers craft these journeys to feel satisfying and rewarding at every step.

Lesson for You: Reward your customers—not just for purchases but for engagement.

Takeaway Tip: Create a loyalty program that goes beyond the basics. Reward customers for things like referring friends, leaving reviews, or engaging with your brand on social media.

8. Public Libraries: Offering Value Beyond Expectations

Let’s give some love to an industry that rarely gets credit for CX—public libraries. These places have evolved from dusty book storage facilities into community hubs that offer free workshops, digital access, and even 3D printing facilities in some cases.

They’re a prime example of over-delivering on value. The beauty of libraries is their mission to serve without asking for much in return.

Lesson for You: Surprise customers with more than they expect. When you give more than what’s promised, you create a wow factor.

Takeaway Tip: Occasionally go above and beyond for your customers. For example, bundle free resources or offer complimentary services.

Connecting the Dots

The industries we talked about may seem far removed from whatever you’re doing, but the principles they embody are universal. Speed, empathy, immersion, loyalty, personalization—these are the cornerstones of exceptional customer experiences, no matter the field.

The beauty of learning from unexpected industries is that it encourages fresh thinking. You’re not just following what your competitors are doing—you’re innovating, adapting, and standing out.

At the end of the day, customer experience is about making people feel valued, understood, and delighted. And if you can do that—even in the smallest ways—you’re well on your way to turning customers into long-term advocates.