Want to improve your company’s customer experience? Find out what Kinder has done through augmented reality.
Ferrero never ceases to surprise. And today the Company is back in the news for the excellent Customer Experience it offers its customers.
In particular, we talk about the product of the Kinder confectionery line: the Kinder Sorpresa.
In fact, this special chocolate egg, much loved by children (but also by adults, let’s face it), has conquered the whole world in no time.
And even today, since 1974, it continues to be a distinctive product of Ferrero.
Contributing to corporate image, and generating an unparalleled stream of loyalty.
What is a customer experience?
The customer experience, or customer experience, represents the set of perceptions, feelings and emotions that a customer develops during all interactions with a company or brand, throughout the entire purchase journey and beyond.
This journey encompasses every touch point, both physical and digital: from browsing the website and social media, to communicating with customer service, to using the product or service purchased.
The customer experience is not limited to mere need satisfaction, but involves emotional, relational and value aspects that profoundly influence brand perception.
A positive experience can increase loyalty, foster word of mouth and strengthen corporate reputation, while a negative experience can lead to customer loss and damaging reviews.
For this reason, successful companies invest in constantly improving the customer experience, putting the customer at the center of every strategic decision.
What is Kinder Surprise?
As we anticipated, Kinder Sorpresa is a confectionery product of the Kinder line, by Ferrero. Among the most beloved.
And this product consists of an egg-shaped snack, containing a small gadget inside, thanks to the plastic wrapping in which it is wrapped.
Taking its cue from the emotions aroused by children when they open the Easter egg, the Kinder egg was designed and made with the same intention.
In fact, customers are driven to purchase, precisely because of the surprise incentive. Because curiosity is stimulated, and the excitement of “breaking the egg” is guaranteed, any time of the year. And not just at Easter.
Of course, the gadgets that we find inside the egg cup are generally playful in nature. Precisely because it is a product designed and focused on children.
And although there are beautiful surprises, and less beautiful surprises, the excitement of discovering the surprise remains the same.
And it is precisely this feature that makes Kinder Sorpresa a high-performing product, even in terms of business. So much so that it boasts numerous collaborations, including film and video game companies.
Improving the customer experience of Kinder Sorpresa
In terms of customer experience, Ferrero has decided to further improve customer experience and satisfaction through Augmented Reality.
In fact, the Company has implemented an app, to transform the surprises inside the chocolate egg, to generate interactions with customers and create interactive experiences. A virtual world and a rather magical one at that.
The app in question, is called Applaydu. Downloadable on any device.
This new application, made in collaboration with Gameloft, has been designed down to the smallest detail.
Starting with Naming.
In fact, Applaydu is nothing more than the union of the features that distinguish the app. And which inspired its creation.
APP (digitization)
PLAY (game)
DU (edutainment, educational entertainment)
The App has also been of interest to Oxford University, which has provided many insights into improving and developing the new application.
In fact, it is from the American University that the main educational suggestions come, to help and improve children’s cognitive abilities.
So math, memory, logic, reading, writing, etc., will all be skills that children can train… while having fun!
But not only that.
Improving the customer experience: With Applaydu, you learn with Augmented Reality
Thanks to Applaydu, chocolate egg surprises can come to life, thanks to Augmented Reality.
In fact, all you have to do is scan the QR Code inside the egg, unique to each surprise, and start learning by playing.
The characters inside the egg will come to life in the virtual world, and accompany children through activities and mini-games. Which of course will be different according to age.
In addition, thanks to the multiplayer function, children can play alone, or with others. With friends, or their own parents for example.
In this way, one Kinder egg offers its consumers the opportunity to play, and learn, together with the whole family.
Who would have thought, that just 20 grams of chocolate could generate such a portentous Customer Experience?
Do you want to optimize your company’s customer experience?
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