We have 1 second to help in-store customers understand why we are better than our competition. That’s a lot of pressure so we need to get the experience right.
ANTON LUNDBURG, DIRECTOR OF CONSUMER EXPERIENCE INSIGHT AT ELECTROLUX
HOW ELECTROLUX CLOSED THE EXPERIENCE GAP
MONITORING EXPERIENCE DATA IN STORE
Electrolux has always monitored operational data, but now they were able to include in-store experience data to help drive their customer experience forward.
OPTIMISING FOR 1-SECOND ATTENTION SPANS
Recognising the tiny window of customer attention they could expect in-store, Electrolux used customer
experience data to maximise the effect of their communications
ADDRESSING THE REGISTRATION GAP
Experience data uncovered why the vast majority of
customers weren’t registering new products online. As a
result, the team streamlined the registration process to
remove barriers and boost registration numbers.
ADAPTING THEIR CORPORATE STRUCTURES
Adopting CX as a discipline has sparked major operational
changes for the company. Brand is now regarded from an
experience point of view, with brand managers beginning
to step out of their siloes and influence the service process.