09 Feb 2023 :
All these 4 brands are known for #Excellence & #Experience !!
Excellence means Greatness — being the very best in the chosen field while delivering Brand promise at all times in comparison with competition. Achieving excellence is never easy to do.
Some facts that validate the benefits from investing in Excellence & Experience:
Chewy has 15 million customers & they often send some as personalized as handwritten cards to their Pet Parents. #Personalization can do wonders. Try & experience it, to believe it.
Amazon.com hit nearly $514 billion in net sales revenue worldwide in 2022 with more than 310 million customers worldwide.
ProCook has an impressive 4.7 out of 5 from whopping 85000 reviews on Trustpilot. Isn’t it amazing?
IKEA, founded in 1943( a 80 year old company) , has a digital presence this impressive : 30 Million likes on Facebook, 1 Million followers on Instagram, 5.3k followers on Twitter, and 41.2k subscribers on YouTube.
How did these brands accomplish this, so we can consider replicating some Best Practices:
Chewy offers 24/7 service, 365 days a year to make sure every pet parent can reach out for help if and when they need it. Their Autoship feature is a BIG Hit with Pet owners.
ProCook offers 90-day quibble free returns. Their Mission is : To supply cookware and kitchenware of an outstanding level of quality and design saving you up to 50% off other leading brands. They seem to be doing this quite well for 20+ years now & counting.
At the heart of IKEA’s success is value: In fact, price is so important to IKEA’s strategy that the company first decides on the price of a piece of furniture and then reverse engineers the construction. Have you tried it yet? They use a price-leadership strategy.
On Amazon success, Jeff Bezos has openly shared his ‘secret’: “obsessive compulsive focus on the customer”. Every Amazon user will vouch for their: Under promise, Over Deliver & remain Customer-Centric to the bone. Steve Jobs contributed to Apple’s success by doing the same thing — obsessively focus on customer experience.
Watch the Gif below to get to know the secrets of these brands :
What are few things that one can do to get on the path to Excellence & Experience?
The below listed practices will ensure a GOOD start, and trust me, your unique path will infold :
Positive Work Environment: Promote a Happy/Fun/Positive workplace. People who have a positive mindset are 31% more productive than their peers.
Training for Excellence: Invest in Training. 2 Key benefits being : Employees appreciate Company investing in their learning 2) Customers get better service & experience. Money follows.
Empower team members: Empowered team members take decisions that take care of Business Success.
Practice Authenticity & be Transparent: When your brand practices authenticity, the team members will always act in the interest of the Customer and the outcome will be much better than a soulless structured effort executed to a perfect plan. In being Transparent, the brand will earn customer confidence which goes a long way, in the journey to Excellence.
Last but not the least, every brand need to aspire to Secure Digital Strategy EDGE over your competition. On this as well, listening to your Customer is good enough to lead you on path to Excellence/ Customer Advocacy & sustained Profitability.
Select links(with deeper insights) for your reading pleasure :
- 10 Takeaways From Chewy’s Master Class on Customer Care
- How Chewy Is Winning The Battle For Pet Owner Loyalty
- How does Amazon deliver the best customer experiences?
- Meatballs and DIY bookcases: The psychology behind Ikea’s iconic success
- How IKEA evolved its consumer experience by integrating online and offline
