Examples of Customer Focus in Practice

Online footwear retailer Zappos is famed for its outstanding level of customer service, which has created a cult-like following amongst consumers. This case study examines what Zappos does differently to set it apart from its competitors in terms of customer service.

This article outlines two mini case studies that illustrate how the back to the floor initiative has benefited these organisations.

Tesco’s Clubcard is the UK’s most popular loyalty scheme. By using the card to capture key data, Tesco has developed a strategy that enables them to meet differing customer needs.

By focusing attention on internal and external customers, FedEx maintains a well-earned reputation for supplying excellent customer service.

Fujitsu fundamentally changed its working culture to centre on customer specific requirements. As part of this, the ‘Sense and Respond’ initiative involved training helpdesk employees and empowering them to identify problems and the necessary steps to fix them.

What is it about Ikea’s unique approach to customer care that continues to attract customers in their droves? This case study seeks to provide some answers.

Liverpool Direct Limited has pioneered technological solutions and customer relationship management (CRM) within the public sector, radically revolutionising services in the Liverpool area.