Few brands can claim to have empowered customer experience in the way that Canon Australia has.
The internationally awarded brand received further recognition recently as Aman Bhalla, Canon Australia’s Senior Manager of Digital Commerce, took to the stage at Magento Imagine 2017 in Las Vegas.
Bhalla puts their success down to one simple point – adding value. As she said, “For us, we put the customer at the heart of everything we do. This means we need to provide them with experiences that exceed their expectations, to truly help them do more.”
For Canon Australia, this isn’t a superficial statement, they truly mean it. For example, when they discovered that some customers required additional equipment not sold by Canon, such as tripods, they partnered with other brands to make this happen. It’s all about taking leaps so their customers can grow.
“The more value you provide a customer and the more you make it simple, the more likely they’ll be loyal to your brand.”
Another example of this mindset is seen through their ink finder tool. After rigorous research into their customers, it became clear that a large proportion of printer owners had no idea what ink they needed to purchase. So, they took this pain point and provided a solution that helps customers easily find the correct ink and then notify them when it’s time to purchase more, so they’re never without when it matters.
Canon Australia also wanted to give consumers peace of mind when they travel. So they partnered with AON insurance to create a unique camera insurance policy which covers not just Canon products but other photography gear. The post-purchase experience was enhanced, too. With Magento, the Canon Store enables event ticketing for photography experiences with the Canon Collective, the brand’s in-house team of photography ambassadors who provide free and paid experiences across Australia. Now consumers can take part in events including sunset and landscape photo workshops, aerial photography sessions, and trackside shoots featuring V8 supercars.
And for Canon Australia’s important business customers, they created a specially designed B2B suite, Web Sales Orders (WSO). The application was strategically employed to streamline the order, reorder and order management processes for approved retailers and partner businesses, having an immediate effect on customer experience by simplifying complex processes.
When a brand always offers customers more, it becomes a part of the customer’s life.
For more on how Canon Australia became industry leaders in customer experience, read our case study.
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