Always Trust the Customer: How Zara has Revolutionized the Fashion Industry and Become a Worldwide Leader

Eric Viardot (EADA Business School, Spain)
Copyright: © 2014 |Pages: 94
EISBN13: 9781466649507|DOI: 10.4018/978-1-4666-4357-4.ch007
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This case study illustrates the effectiveness of pursuing a customer centric marketing approach in order to achieve long term strategic success and market leadership in the fashion industry. The case study provides the most significant elements of Zara’s history. Then it describes the competitive environment. Next it reveals how Zara has set up a unique, lean, and agile supply chain strategy in order to deliver new products on a very frequent basis and faster than any of its competitors, as fashion customers expect constant changes. Then the case study details the customer centric marketing strategy, with the use of customers as the source of the inspiration for fashion design, the central role of the stores to build a very high level of trust with its customers, which is used by Zara to make a distinctive brand strategy. Finally, the case study discusses the new challenges that Zara customer centric marketing strategy is meeting when confronted with the expansion on the Chinese market and the online market.
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