Enhancing the Customer Experience with the Internet of Things (IoT)

Enhancing the Customer Experience with the Internet of Things (IoT)

The Internet of Things (IoT) is a buzzword that’s been on everyone’s lips for some time. Its popularity has rocketed in recent years as advancements in technology mean more and more of its applications are hitting the mainstream.

Put simply, the IoT is a network or ecosystem of devices connected via the internet, allowing them to communicate with each other by sending and receiving data.

With the number of IoT connected devices to grow to more than 31 billion in 2018, b2b brands are jumping on the opportunity to use the technology to become better connected to customers and improve the customer experience.

Optimizing product usage

The introduction of sensors on products has opened up a whole new world of data collection for manufacturers. It allows them to go beyond the physical product and deliver added value by identifying when maintenance is needed and ways to boost efficiency.

For example, GE uses sensors on its jet engines to collect performance data that allows them to perform short bursts of maintenance much earlier on, meaning that over an entire lifecycle the engine spends less time in repairs.

Providing accurate, real-time information

Product deliveries is a common pain point for b2b customers, with uncertainty around delivery times, late deliveries or missing goods being some of the biggest culprits.

By placing sensors in equipment and vehicles across the entire supply chain, customers can be updated on exactly where their order is up to, when it will arrive and what goods are being delivered.

Making this information quick and easy to access through portals, apps and phone notifications makes life much easier for the customer and significantly improves the customer experience.

Crafting relevant, personalized messages

The data collected from ‘smart’ devices can also give marketers crucial insights into the needs and behaviors of customers. Monitoring which products customers are using and how they’re using them can trigger personalized offers, relevant news and updates, and product specific support.

The Internet of Things has the potential to revolutionize the b2b customer experience as brands start to use the technology to transform their offering and deliver unprecedented value to customers.

The full article on which this is based can be found here – https://www.b2binternational.com/2018/07/25/how-the-internet-of-things-can-help-b2b-brands-deliver-cx-excellence/

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