Customer centricity examples
If you want to get inspired, we’ve collected a few examples of brands that have managed to do well with customer centricity. Check these out:
1.Ikea: the Swedish furniture company’s approach to in-store and digital shopping is unique as it focuses heavily on customer experience. Its immersive showrooms, curated spaces and food court cater to different customer needs, making shopping feel more like an experience rather than a standard practice. Its IKEA Place app is another great example of customer centricity. The app gives customers the ability to virtually place true-to-scale 3D models in their own space, furnish a whole room in one tap, and find the perfect product. The enhanced customer journey gives users all the information they need to make a confident purchasing decision and walk away feeling happy with their experience.
IKEA Place App. Source: IKEA
2. L’Oreal: by adopting emerging technologies like artificial intelligence, the beauty company has improved the customer experience. Their intelligent app allows clients to try on different foundations to find their shade without having to go to a physical store or create their own. These hyper-personalised shopping experiences target a crucial pain point in the beauty industry, giving customers a good reason to trust L’Oreal.
3. Apple: the Silicon Valley giant’s success is rooted in its ability to create a seamless and cohesive customer journey. Their products, services, and retail experiences all work together to provide customers with a consistent and enjoyable experience. From their smooth product design to its in-store Genius Bar, Apple shows the importance of having consistently high standards of customer service across every touchpoint of the sales funnel.
4. Starbucks: the global coffee brand has created a unique customer experience that keeps people coming back. Its comfortable store environments, personalised beverages, and loyalty program all contribute to a customer-centric experience that gives it a competitive advantage.
5. Amazon: although this example is controversial considering the bad press Amazon often is a part of, there is no denying it has implemented efficient customer centricity that has enabled it to dominate the ecommerce space. The company continually invests in innovative technology and processes to improve customer experience. From personalised product recommendations to one-click ordering, Amazon showcases how brands can understand and anticipate customer needs.
