Customers have always been at the heart of Inditex's business model. The entire business pivots around them. We have built and leveraged technology to continuously develop an industrial model around our customers' evolving needs and expectations regarding our products and the shopping experience.
In recent years we have invested over €2 billion in innovative technology applied to the various links in our value chain, at all times framed by the imperative of providing customer service that is allows us to build a unique and long-term relationship.
Our eight brands' fashions will be available online all over the world by 2020
Mobile payments available in 27 markets
We have introduced automated online order pick-up points in flagship Zara stores in Paris, Milan, Madrid, Amsterdam and London
Shopping at Inditex, a seamlessly integrated process
We want to ensure a unique customer relationship, nurtured by all their experiences with us through our brands, no matter how they connect with our fashions; sometimes via a single channel, other times using multiple channels in a single transaction.
Listening and responding
Our organisation and industrial model are designed around a diverse customer who is keen to follow the latest fashion trends and is willing to provide constant feedback. Thanks to our remarkable creativity and significant flexibility, we transform that information into new items which are added to our collections twice a week.
Creating experiences
We have introduced the latest technology into our stores with the overriding goal of providing our customers with a seamlessly integrated shopping experience. In addition, the implementation of technology in every aspect of the company is paving the way for constant innovation, for example the integrated management of store and online stocks at Zara, Massimo Dutti and Uterqüe (a project still underway for the rest of our brands).
Over 250,000 next-generation technology devices have been placed in our stores: iPods, iPads, PDAs, TGTs, interactive screens, large-scale videowalls
A long-term relationship
We collect feedback from multiple channels and incorporate it into our business decisions: we listen to what our customers have to say via e-mail, call centres, surveys, group activities, our websites, WhatsApp and social media.
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