Customer-centric companies don’t compete solely on price. With many items becoming commodities, the best way to stand out and be sustainable is to offer a strong customer experience.
When products become commodities, brands need to shift their focus to make it more about experiences and less about simply selling products. Black Friday is a great opportunity for companies of all sizes to show their dedication to something bigger than profits and highlight mindfulness in the customer experience.
No matter if the group is a ladies’ book club, kids’ birthday party or corporate retreat, Painting with a Twist aims to deliver a unique and consistent experience and create an environment where people know they can relax and enjoy a carefree escape with their loved ones. Delivering on that promise creates an experiential retail brand with loyal customers.
The digital transformation involved putting more resources and focus on consumer targets and insights. Serta Simmons used data analysis to better understand its customers. Instead of getting most of its insights from retailers as it had in the past, the company shifted to listening to customers to better understand what they want and need in a mattress. Serta Simmons also uses an innovation team to pilot new ideas, especially related to technology, to create a smoother internal and external experience.
As environmental concerns grow, a large number of startups and smaller companies are creating innovative packaging solutions. The aptly named Package Free Shop mails its household items and health and beauty products in completely recyclable and compostable boxes and uses paper tape and wrapping that can also be recycled.
Instead of customers dropping off their dogs for a one-time training session to fix a specific issue, Zoom Room builds relationships between dogs and dog owners to encourage socialization and improve skills and agility. At Zoom Room, clients are always with their dogs and have the responsibility to look after them.
Physical retail stores won’t die, but they will definitely transform in coming years. In order to stay relevant, stores need to adopt new technology, change their offerings and build real relationships with customers.
The idea of renting isn’t new—people have been renting apartments and cars for decades. But renting in the future will expand to include a huge variety of items. We’re already seeing the future of shared and rented items with these innovative concepts and companies:
Customer experience is a global principle. It doesn’t matter where they live or what language they speak, all customers want to feel valued and be provided with convenient solutions. These 25 global experiences showcase customer-centric companies from around the world.
Customer privacy, changing demographics and employee experience will be at the forefront of customer experience in 2020 and beyond. These stories show that the future is always changing, and the best-prepared companies pay attention and stay ahead of trends.