Customer-Centric Marketing Examples

Customer-centric marketing is a marketing strategy that focuses on the needs, wishes, demands, and interests of customers. It means giving top priority to the customers by employing data on customer behavior, common sense, and intuition. However, the objective is to provide a better customer experience through customer service, in-store digital experience, or products. Today, we’ll discuss customer-centric marketing examples or customer-focused marketing campaign examples.

Significance and benefits of a customer-focused marketing campaign

65% of the customers said that great in-store, application, or web platform experience motivates them to recommend and refer to others
86% of the customers are willing to pay more if they have a great experience
Personalization and customized service amplify customer spending by 500%
Decreases the customer acquisition cost, because it’s 5 times more expensive to acquire a new customer than retain the current one
1 in every 3 customers would leave the brand after they have a bad experience

Tips for improving and better customer-centric marketing campaign

See things from the customers’ perspective and the things they want while shopping
Avoid upsetting and disappointing customers with bad service or negative experience
Comprehending customers by employing various metrics and analytical tools
Provide a great customer experience

SWOT Analysis of Audi

Let’s discuss the main real-life customer-centric marketing examples or customer-focused marketing campaign examples; they’re as follows;

Nordstrom – Analytical Platform (NAP) & Fashion Map

Nordstrom offers various customized and personalized services to customers to improve their customer shopping experience. NAP (Nordstrom’s analytical platform) is among them, and it allows them to discover products. However, the platform employs various AI models and KPIs to predict customer shopping preferences and trends. The company also develops an AI-based fashion map to connect with customers and forecast their preferences.

Zappos – Quality Customer Service

Zappos is a retail accessories, shoes, and clothes-selling company. The company has earned a reputation for providing excellent customer service. It comprises 24/7 customer support staff, customized and personalized fitting shoes and clothing; an easy return policy, free shipment; and refund. In fact, the company has taken the quality customer service experience to the next level. For instance, if the customer support staff learns about the customer’s baby; they would gift the baby like blanket or toys.

Patagonia – Transparent & Visible about Supply Chain

Many businesses and companies nowadays talk about environmental sustainability to attract the attention of environmentally conscious customers. Patagonia takes one step further by showing the complete list of production and manufacturing, sources of raw material, and strictly implements the supplier code of conduct. However, complete transparency and honesty earn the trust and confidence of customers. They appreciate and admire the company’s unique method of transparency.

In order to promote reusing and sustainability, Patagonia offers guideline tutorials on how to repair and fix the product rather than purchasing a new one. Such types of marketing efforts don’t benefit the company, but they do attract the attention of environmentally conscious customers.

Hilton Hotel – Loyalty Program

Hilton Hotels is the world’s leading chain hotel brand serving approximately 178 million guests annually in its hotels network. The hotel brand has launched a guest loyalty program comprising 115 million members. It is comprised of offering free access to the hotel’s mobile applications; they can book their room stay, order meals, check in and check out online, and unlock their door and elevator with digital keys. However, it allows them to establish a network of rich customer profiles; the staff could focus on face-to-face interactions and other activities.

L’Oreal – Preso AI Application

L’Oreal has recently introduced a personal AI-based mobile application. It offers a customized and personalized solution for customers’ skincare, foundation, and lipstick once they upload their pictures on the application. However, the Preso application thoroughly evaluates their skin, wrinkles, large pores, and dark spots. While offering them the skincare formula, the app keeps in mind the environmental sustainable factors like UV index, pollen, and pollution. The fully customized formula allows them to have better control over their makeup solution and skincare.

IKEA – Remarkable Digital & In-store Experience

The Swedish furniture brand IKEA has earned a reputation for providing a great in-store experience. Along with offering fully furnished furniture for various sizes of spaces, the company offers complementary childcare, snacks, and food items.

The mobile application of IKEA is equally great and useful by allowing customers to implement the 3D model in their housing space. It allows customers to furnish the furniture of their entire room by using the camera, dimensions, and measurements.

Stitch Fix – Customized Clothes Shopping

Stitch Fix offers customers a fully personalized and customized clothes designing, fitting, and shopping experience. It allows them to choose their color preferences, clothing style, brand, and budget. They could easily buy and return the products without having a subscription. However, the AI algorithm of Stitch Fix analyzes the data of styles, designs, and coloring schemes of customers; it develops unique styles that work for everyone. As a result, the company is increasing its customer database.

Wayfair – AI-based fully Personalized Solution

Wayfair is a home appliance, décor, and furniture-providing company with the offering of over 8 million products. The company employs AI-based predictive analytical tools to comprehend the interests of customers and show them the most relevant products to customers. However, machine learning technology recommends complementary products to the customers; the products that don’t work alone.

Conclusion: Customer-Centric Marketing Examples | Customer-Focused Marketing Campaign Examples

After an in-depth study of the customer-centric marketing examples; we have realized that customer-focused marketing campaigns are highly significant for modern businesses. If you are learning about customer-focused marketing campaign examples; then you should keep in mind the abovementioned 8 examples of customer-focused marketing strategies of companies.

References

https://www.zendesk.com/blog/digital-tipping-point-mid-large/
http://www.mnmk.ro/documents/2007/2007-7.pdf
https://www.i-scoop.eu/understanding-customer-life-cycle-calculating-value/
http://www.ccocouncil.org/site/cco-study.aspx
https://www.wayfair.com/shop-the-look/dsp/wayfair+catalog
https://www.wsj.com/articles/retailers-use-ai-to-improve-online-recommendations-for-shoppers
https://etaileast.wbresearch.com/blog/wayfair-using-artificial-intelligence-augmented-reality-to-become-ecommerce-challenger
https://hbr.org/2018/05/stitch-fixs-ceo-on-selling-personal-style-to-the-mass-market
https://sharpencx.com/blog/customer-experience-improvement-program-tips-from-stitch-fix/
https://www.allure.com/story/loreal-perso-customized-skin-care-makeup-device
https://newsroom.hilton.com/hilton-honors/news/hilton-reaches-100-million-hilton-honors-members-milestone
https://hiltonhonors3.hilton.com/rs/hilton-honors-mobile-app/
https://www.forbes.com/sites/shephyken/2021/07/11/three-facets-of-customer-experience-youre-overlooking/
https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
https://www.superoffice.com/blog/customer-experience-statistics/
https://www.forbes.com/sites/blakemorgan/2019/04/29/does-it-still-cost-5x-more-to-create-a-new-customer-than-retain-an-old-one/
https://www.ttec.com/sites/default/files/eb-cx-trends-the-2021-edition.pdf