Homebase

Seven customer experience case studies that generated loyalty and ROI

Delighting the consumer is the number one priority for all customer-facing companies.

Right now, consumers have never had more choice, but when there’s an endless array of businesses offering similar products and services, how does any company stand out from the crowd?

By offering a personalised, relevant and completely human relationship that goes far beyond a single ecommerce transaction. 

A whole lifetime relationship between a customer and a company can be fostered under the customer experience (CX) banner, but this kind of loyalty can’t exist without first shaping a sustainable consumer-centric culture and delivering them compelling experiences.

Join us at our Festival of Marketing, a two-day celebration of the modern marketing industry held in November, where we have an entire stage devoted to CX so you can learn how successful marketers optimise experiences to increase satisfaction and loyalty.

In the meantime, let’s take a look at some other useful case studies.

Ikea comes last in website usability study

Easter is coming and spring is in the air so consumers will be soon be shopping for home improvement and gardening equipment, though some might wait until the temperature gets above zero degrees outside.

There are several major brands vying to take advantage of the seasonal increase in spending, and Qubit has analysed six of them to see which provides the best online user experience.

The new home and gardens benchmark analyses the buying experience provided by Homebase, B&Q, Argos, John Lewis, Ikea and Wilkinson.

Using more than 80 industry best practice criteria, weighted on their importance in this sector, each website is assessed and scored giving 
a final percentage to identify which brand offers the best online experience.