One aspect Ekornes must improve to increase profits in Asia is their service. This can be achieved through loyalty programs, different payment options, and recycling programs. These will help the company to create, keep, and retain their relationship with the costumers. Since Ekornes is a high-end furniture manufacturer and its target groups are high-income individuals, the marketing process should not end when the consumer buys the product. In fact, the post-purchase service is as important as the sales. Ekornes believe that maintaining a good relationship with its costumers will result in getting more costumers, especially through the word of mouth marketing technique.

 

One part of the customer loyalty program consists of two different promotions: on the one hand the cleaning service and on the other hand the discount on new products. Ekornes is very conscious about furniture care by ensuring the leather has a can withstand normal wear and tear. This material can be damaged by the exposure to sunlight, animals, chemicals in household products, and etc. To prevent these incidents, Ekornes offer Stressless Fabric Kit and Stressless Leather Care Kit. It also creates a post selling relationship with the costumer.

 

Ekornes recommends a deep cleaning of the furniture every six months. For the first year, Stressless will send professional furniture cleaner to the customer’s residence and they will clean the furniture for free of charge, for the first year. After that first year, Stressless will offer the same service for a small fee.

 

On the other hand, the recycle and buyback program is a great incentive to garner more sales. Stressless will offer a buyback program to customers that wish to give their old sofa or recliner to Stressless so they can sustainably recycle the material for future use. In turn, Stressless will offer the customer a 5% to 10% credit towards the purchase of a new Stressless furniture. This incentive also shows that Stressless is dedicated corporate sustainability. 

 

Addtionally, Ekornes understands that they charge high prices. Therefore, they will offer different financing plans. These financing options will give customers low interest rates and a period of maximum 18 month to payback. Establishing this new payment method, Ekornes believes an increase in the sell of sofas and recliners.