3 COMPANIES THAT “WOW-ED” CUSTOMERS DIGITALLY
While companies around Malaysia look for ways to get on the digital space, it pays to know how some traditional corporations across the globe successfully did it. Unlike startups that were born with a digital business setup, traditional companies encounter various challenges that’s synonymous with going digital due to their size, nature of business and readiness across the board.
Nothing deters them from trying, namely these three companies that proved that brick-and-mortar businesses are capable of doing what new-age companies could if the focus is on the right place.
Let’s have a look;
- Huge investments bring huge returns – Volkswagen Group GmBH
Without a doubt, digital transformation is only possible when a considerable amount of capital is invested into techy tools and state-of-the-art software. Some transform slowly, while others like Volkswagen, invests up to 4 billion euros to strengthen their entire digital ecosystem at once.
The investments allowed the automakers to compete better with their German rivals, BMW, Mercedes Benz & Audi – by giving more value to their customers when they purchase a Volkswagen. Part of the $4 billion investment includes a variety of mobility solutions like package delivery to the car, a parking app with integrated billing, etc. These were only available in luxury cars prior to this introduction.
Volkswagen proved that the effects of digitalisation snowballs from the corporate culture, right down to the consumers. While the initial investment is huge, these digital ventures may bring the company an additional $1.1 billion by 2025 – that’s a price worth paying for.
- Customers make you stronger – Dominos Pizza US
Listening to our customers’ feedback makes us a responsive business. But if they request for digital options that make their lives easier, that sort of feedback may make you the best in the world – that’s how Dominos managed to overtake their age-long rival, Pizza Hut, to become the Largest Pizza Company in the World.
Their success only came once the entire culture of the company was changed from being a fast food company, to a digital establishment that hired programmers, digital marketers and tech guys. The corporate structure was changed to place emphasis on digital advertising and sales – ultimately making Dominos an “e-commerce that sold pizza”.
Now, customers can order pizza from any messaging apps (slack, whatsapp, telegram, etc) and may even use emojis to place their order. And the one sending their orders are no longer riders, but robots that keep the pizza warm all the way to your home.
- Bringing IR 4.0 to people’s homes – IKEA
Before any other company began using technology to improve customers’ experience, IKEA has been creating “wow” with tech for the longest time. IKEA is known to go out of the way to provide the best experience to their customers.
Noticing how people like to “imagine” their homes with IKEA’s furniture, IKEA decided to introduce an augmented reality (AR) catalouge that allows users to picture it for real. Since its launch in 2017, the app has over 10 million downloads on Google Playstore to date.
Along with their smart home offerings, no other home furnishing company has ever gone to the extent that IKEA did. It’s no wonder that IKEA managed to rake in $44 Billion in online revenue last year.