CUSTOMER ENGAGEMENT BEST PRACTICES FOR SHOPPING EXPERIENCE (WITH EXAMPLES)

CUSTOMER ENGAGEMENT BEST PRACTICES FOR SHOPPING EXPERIENCE (WITH EXAMPLES)

Some examples of companies that are engaging customers in a new way for the shopping experience include IKEA with its AR-powered app, FabFitFun’s online streaming and AR-powered app offerings, and Walmart with its voice-enabled ordering system.

1. IKEA

  • As foot traffic in its physical stores declines due to lockdown orders, IKEA now promotes the use of its AR app more to allow customers to view its products virtually.
  • Customers can download the IKEA app on their smart devices to virtually view how various IKEA pieces of furniture will look in any area of their homes.
  • The app also has a “visual search” feature where IKEA can promote its own similar products as suggestions when the customer points the camera at any piece of furniture from other brands.
  • IKEA sells its products in its physical stores and on its eCommerce site.
  • As the COVID-19 pandemic rages on, the company plans to continue to improve the online shopping experience of its customers through its various digital offerings.
  • According to the Chief Digital Officer of IKEA, the company has observed a massive surge in online shopping in all its digital platforms.
CUSTOMER ENGAGEMENT BEST PRACTICES FOR SHOPPING EXPERIENCE (WITH EXAMPLES)

2. FabFitFun

  • FabFitFun is a D2C company that sells its signature product, the FabFitFun box, directly to its customers.
  • The FabFitFun box contains various “beauty, fashion, fitness, wellness, home, and tech” products. Customers can pay for a subscription to get this box delivered to them every season.
  • The company also offers an app with AR capability that lets users look through the contents of their virtual subscription box with the use of their phone’s camera.
  • To support people during the COVID-19 pandemic, the brand has made available its streaming services, FabFitFun TV, for free. The service was previously accessible for paid subscribers only.
  • Through this accompanying service, the company engages its customers by showing videos of home exercises, cooking videos, meditation practices, and other related content.
  • The company’s special COVID-19 box to boost morale was a hit among healthcare frontliners.
CUSTOMER ENGAGEMENT BEST PRACTICES FOR SHOPPING EXPERIENCE (WITH EXAMPLES)

3. Walmart

  • The COVID-19 pandemic has transformed how people lived and shopped. It has also boosted the use of innovative technologies.
  • As 60 million people now possess smart speaker systems in their homes, retail and eCommerce companies are now taking advantage of the voice recognition capability of these devices.
  • As an example, Walmart has released its Walmart Voice Ordering service that links to its online platforms.
  • The service allows customers to send in their orders using voice commands in any device or platform where Google Assistant or Siri is installed.
  • By saying something along the lines of, “Hey Siri/Google, add to Walmart,” customers can have various products added to their online cart.
  • As soon as the order is confirmed, Walmart employees collect the items from the shelf and get them delivered to the customer.
  • Google Assistant can also suggest relevant products based on what the customer bought from Walmart before.
  • Walmart’s grocery app experienced an unprecedented surge of downloads during the COVID-19 pandemic. The app’s average daily download volume increased by 460% during the pandemic.
CUSTOMER ENGAGEMENT BEST PRACTICES FOR SHOPPING EXPERIENCE (WITH EXAMPLES)

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