How Internet Of Things Is Taking Customer Experience To The Next Level
Today, products now can provide data on multiple platforms to trigger the necessary action and recommendations promptly. This type of direct connection can skyrocket brands to infinity for strengthening the relationship with consumers. With the right strategy and technology, brands can now take advantage of this connection.
How IoT Can Impact Customer Experience
Kudos to technology, the way customers communicate with brands has evolved over the years. Websites have created an opportunity for mobile devices and social media platforms to thrive, offering new opportunities for brands to connect directly with their customers. Now, the growth of the Internet of Things (IoT) has amplified unique brand-customer connections, enacting a seismic change in customer experience and involvement.
ZDNet explains IoT as “billions of visible devices across the world that are now connected via the Internet, all obtaining and sharing data.” Consumer items, such as smartphones, smart TV, smart refrigerators, thermostats, portable fitness devices, and even smart brushes, all generate a kind of information to make our lives easier.
IoT data – including usage, environment, and surveys – is now available to permit various features that can create points of contact between companies and their users. When strategically implemented, IoT data can customize products, education, triggering alerts, and remedial events to ensure the best customer and product experience.
Enhancing With Real-World Data
Capturing IoT data allows brands to garner a wealth of information about their products. Data on actual product usage can provide customers and the brand with information about their performance. Harnessing the feedback directly from the product, brands can now predict potential problems or recommendations – or even use the data to notify customers about the progress of a product and identify when adjustment may be needed. However, access alone cannot affect customer experience.
Take Fitbit as a case study, whose smart scales and activity trackers can track a person’s daily number of steps, calories, weight, water intake, and more. All this information is easily available through an app, not to mention incredibly personalized for the end-user.
While Fitbits and related smartwatches are popular, there is an avenue to build even stronger relationships with the consumer. Hence, leveraging on product usage data to offer recommendations. What is missing is the real connection to a recommended solution or additional education about the product experience.
At The Centre Of The CX Revolution
The power of IoT can open amazing opportunities, bringing much more value to a brand. If the consumer is satisfied with the brand, it will bring more value and awareness to the business. This can dramatically improve customer experiences by completing the fix through a complete product life cycle context, generating revenue through a more improved entire product experience.
Real-world, product-based data will unlock huge growth with macro-physical products by ultimately reducing churn and enhancing retention. The idea is that real-world data will allow brands to build a good relationship with their consumers based on the success of their products – creating a zillion of consistent customer relationships, rather than abandoning the product’s life cycle.
In an era where customers want their individual problems to be observed, fine-tuning customer engagement is paramount, and IoT is at the epicenter of this consumer experience revolution.