Every consumer has experienced buyer’s remorse. At some point, everyone has spent their hard-earned money on something that just doesn’t look as good at home as it did in the store. Frequently, taking it back for a return is no big deal. But what about when it’s a big ticket purchase – a refrigerator that doesn’t quite fit or an oven that doesn’t quite match?
Kitchen and home appliance maker Jenn-Air has a way to help. Jenn-Air recently released an app that allows consumers to overlay an image of their potential new appliances onto a photo of their kitchen – helping consumers to see exactly what the purchase will look like in their home.
Jenn-Air has tapped into an interesting trend with this app. Consumers are becoming increasingly knowledgeable about the details of products before they purchase them; visualizing how a product will actually fit in their homes can simplify the decision making process and expedite closing the sale.
Here’s where it gets interesting:
Adding customer context is useful in more than just consumer sales – this idea is applicable in the service and support world as well. Take the skill of purposeful small talk, for example. LoyaltyOne (a loyalty reward point redemption company) teaches its reps to listen closely to what the customer’s underlying needs are, and they found this tactic to be very useful in customer service.
By identifying the underlying need—the why behind the what— through tailored conversation, reps are better positioned to find a quick and effective solution—that appeals to the customer’s context. After the first year of implementation, LoyaltyOne reps saw a 13% jump in first-contact resolution.
Customers see more value in a solution that is tailored to their needs. Understanding the customer’s big picture and determining the best fit option will go a long way toward improving the overall customer experience, not to mention facilitating a low-effort experience, which CCC research has demonstrated helps drive loyalty.
Information about Jenn-Air’s new app is just one of several new Iconoculture insights posted to the CCC website – CCC members can check out all the latest updates here!
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