Market Research

6 Innovative Leading Brand Customer Experience Strategies

There’s no longer a debate about whether or not an engaging customer experience (CX) opens the door to accelerated brand loyalty and sustainable repeat buying. Companies who understand this generally demonstrate a robust value proposition as the answer to improved revenue at a lower cost. It delivers an ROI performance that keeps the stakeholders smiling with a strategy driven by CX-centric touchpoints from the beginning to the end of the customer journey. In this article, we’ll review the strategies and initiatives of six leading brands leveraging CX-driven initiatives to carve out a competitive advantage. They all reflect groundbreaking emotional and cognitive connections to customers’ needs. The chosen organizations are as follows: Coca Cola Nike Apple John Deere Macy’s KFC 1. Coca-Cola The Coke logo is everywhere: on doors, billboards, soda dispensers, posters, fridges, neon lights, movie screens, and SM platforms. It symbolizes the brand’s global reach, from shebeens in Soweto, Johannesburg, to supermarkets in Chicago, from farmers’ markets in rural China villages to sophisticated Malibu eateries. The company credits its unmatched beverage market dominance to an unwavering mission – “Never stop listening to the customer.” Moreover, the stakeholders responsible for strategic planning take the mantra much further, insisting they “Listen, Understand, and Act.” In other words, customer feedback is at the core of everything they do to improve CX. The company’s commitment to localized need analysis is unwavering. This approach has led to viewing massive markets with millions of Coke ambassadors (at first glance) as a collection of micro-segments (with […]