How Companies Can Combine Sustainability And Customer Experience


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Enterprises have the power to achieve a lot. It is possible for them to satisfy clients but they can also alter their preferences when it comes to consuming. One good example of this is the rapid growth of environmentally friendly products. The increase in demand means that the customers want to reduce the negative impact on the planet. However, it’s not realist for companies to rely on consumers to choose the sustainable options. It’s the company’s responsibility to find what really motivates its clients. So all in all, the right way to go about it is to give the people an incentive to go for the sustainable choices.

Keep in mind though, that enterprises also have to make sure they keep turning in profit and sustainability can often come in contrast with this. Fortunately, recent studies have shown that the two don’t conflict because by going for a sustainable plan there’s a possibility to improve customer experience. By creating an amazing experience for your customers you can succeed both financially and environmentally.

Sustainability - Photo by Pixabay
Sustainability – Photo by Pixabay

The Key Is Knowing Your Customers

To give the incentive mentioned earlier you need to know your customers and what they desire. You also need to keep in mind that their needs change constantly so you can’t expect the same strategy to work forever. Thus to succeed in delivering a great costumer experience, the company needs to be aware of the customer’s needs during the purchase and delivery of the product. This can also reduce returns which means less waste and reduced production of good that would otherwise replace the returned one.

Create Convenient Ways To Trade In

In industries such as that of electronics where change is very rapid and products can become obsolete in a very short time, many customers seek trade-ins which means returning their old product to get something newer. Companies who offer this option are known to have increased customer loyalty. Statistics reveal that companies accepting trade-ins have increased customer retention rates. However, certain products are harder to trade in than others. Small products are easy but largest ones can take a lot of time or effort. This creates a gold opportunity for companies to improve their customer experience further while following a sustainability strategy. They can offer services such as visiting homes to do the trade-ins. This also ensures that the products will not be throw to the trash, but disposed carefully to reduce waste and lessen environmental impact.

Sustainability - Photo by Pixabay
Sustainability – Photo by Pixabay

Trying Out Products

Sometimes customers want to undertake projects as a one-time thing. This means they want to create or do something they haven’t done before and don’t plan to again. However, to do so they require tools and materials that can be rather expensive to buy and ultimately a waste if they’ll only be used a couple of times. This gives a perfect opportunity to companies to introduces services such as rental of products they’d normally sell. If a customer rents a product and they are happy with it, they are more likely to get it again or ultimately buy it. At the same time you don’t need to produce as many of the same item and they gain much more value as you can keep renting them. Ultimately, you create a favourable customer experience and at the same time products are not wasted and sustainability is preserved.

Sustainable Perspective

Finally, companies that aim to satisfy customers and at the same time help improve our world have proven to be some of the most innovative. They have the opportunity to provide solutions while growing.

Endri Hasanaj
Financial Economy Blog
Endri is interested in digital marketing, particularly in CRM via brand acquisition. Being a trilingual helps him doing researches around Multicultural Marketing.


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