Understanding the Connected Customer

Understanding the Connected Customer

Mobile apps allow for a two-way conversation and an enhanced experience between a brand and their customer. The customer experience is richer than it has previously been.

Where Did the Connected Customer Come From?

Smartphone and cloud technology are connecting the customer. Around the time that consumers began managing their lives with mobile devices, they also started taking control of their purchasing. With that, customers found new ways to evaluate products. With smartphones, customers access information about the product when it is convenient for them. The cloud makes it easier for brands to deliver cost-effective applications that add value.

What is a Connected Product?

We live in a smart, connected world. There are more Internet-connected devices than the total number of humans. According to Gartner, there will be nearly 26 billion devices on the Internet of Things by 2020. (1) The Internet of Things could also be responsible for performing actions. For example, retail outlets can monitor user purchasing habits in a store, online, and through their mobile phone. Special promotions tailored to the individual can be provided when the customer is in the store or online.

Benefits of a Connected Customer for Your Company

  1. The connected customer is always accessible. You can start to target the messaging the customer sees and the channel with which they see it.
  2. Mobile apps make it easy for the brand tand customer to reach each other. Even if your organization is not able to reply to each and every customer’s comment immediately, interactive apps can make the customer feel like they’re getting individualized attention.
  3. The cloud allows brands to scale their services and apps without any extra expense. As products evolve, so can the app – features can be added when needed, keeping customers happy and the brand constantly refreshed.

“Gartner Says the Internet of Things Installed Base Will Grow to 26 Billion Units By 2020”. Gartner. 12 December 2013. Retrieved 2 January 2014.

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