How can Internet of Things (IoT) and Analytics increase business agility while creating compelling customer journeys and customer experiences?
Internet of Things and data analytics are fundamentally redefining customer intimacy and brand affinity, changing how we compete for customer attention, and even how we operate our businesses.
Internet of Things (IoT) is radically changing the nature of consumer
experiences and brand marketing. Turning physical spaces (retail,
offices, stadiums, malls, casinos, concerts, events) into real-time
engaging customer experiences. Turning products from simply physical
"things" into platforms for delivering services to deliver customer
experiences. For consumer goods - online experiences, retail space
experiences, and post-purchase product usage experiences combine to
create a two-way dialogue pre-purchase, post-purchase and back again
across the entire customer journey in a way that was never before
possible. Data can be collected to understand patterns of behaviors and
wants and needs, and used to deliver contextual and detailed real world
customer experience to those wandering the space or using the product,
or rather the services delivered by the product platform.
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| Accredent's "IoT Connected Customer Journeys" at Innovation Jam 2016 |
Physical Customer Experience
Disney Magic wristbands, Taylor Swift 1989 tour wristbands, and other
early pioneering efforts proved that brilliant new physical space
customer experiences can be created, and the pain points within existing
experiences be removed by Internet of Things. This capability has
expanded with the advent of proximity beacons and IoT displays which
enable hyper-local, -contextual, - personalized experiences in physical
spaces not dissimilar from that offered by the best e-commerce sites and
internet 2.0. Building understanding of behaviors and wants and needs,
and delivering contextually detailed physical world experiences to match
them.
Beacon, RF sensors and IoT displays' ability to generate new
business from passersby and loyalty scheme incentives, to turn physical
spaces into subtle and overt two way conversations, to eliminate pain
points and process bottlenecks, and to deliver richer customer
experiences and associated brand value have driven rapid adoption. These
technologies are expected to influence more than $44 billion of
purchases in 2016 alone. Not surprisingly, Forbes declared 2016, "The
Year of the Beacon."
Product Customer Experience
While the brand experience within physical spaces is becoming more
like web space, products and services themselves are also changing to be
more like smart phones and apps. Products are becoming smart platforms
offering hyper-local, -contextual, -personalized services, and
delivering deep insights into behaviors and preferences, and wants and needs,
to build customer profiles used to deliver new better services and
increase spend and loyalty.
Integrated Virtual, Physical and Product Customer Experience
New modern connected customer journeys form as on-line, physical, and product
customer experiences merge seamlessly into one experience - pre-sale,
post-sales, and re-sale - across the entire brand journey. Each
touch-point capturing data for customer insight and each delivering
better customer experiences based on that insight. All while increasing business agility. This is the where all business is migrating in one form or another.. This is the where all
business is migrating in one form or another.
The new internet-of-things based connected customer journeys of interlinking
virtual, physical and product touch-point insights and customer
experiences is a complex one. Difficult to get right, but important to
do. Done right, the process of creating the new modern customer journey
is a never ending one that always is capturing insightful data, and using that data to create continuously improving customer
experiences and business processes. Done wrong, the process of creating
new connected customer journeys can place retailers and product
manufacturers into Sisyphus-like proof-of-concept design and revision,
or can add a product to the same junk pile of history that one finds
Google Glass. Get it right, your company and your future depends on it.
Accredent Connected Customer Journeys(tm)
For over eight years Accredent has been distilling ”What the Best Companies Do To Create Successful Internet of Things Data-driven Products and Services?" into innovation processes and transformational frameworks.
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Accredent's Connected Customer Journey(tm) approach is a proven framework for strategy, monetization, innovation and transformation of powerful connected data-driven offerings that can increase market share, customer satisfaction and profitability.
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Utilizing its Connected Customer Journey(tm) framework and in-depth use cases Accredent helps companies develop, implement and execute powerful IoT Connected Data-driven strategy, monetization, innovation and business transformation.
Accredent LLC
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Minneapolis, MN 55431 USA
+1 (612) 460-0102
info@accredent.com
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Accredent specializes in the Business of The Internet of Things and data analytics. At nine years old, Accredent is one of most established IoT specialists in the industry. Formed in 2009 out four years of engagements with companies that pioneered many of today's Internet-of-Things connected and Analytics data-driven technologies, business cases and use cases. Contact Us
Accredent has been successful partnering with business leaders of corporations, operations and product teams, and emerging ventures to develop and transform their businesses, accelerate revenue, growth and enterprise value through the Internet of Things and data analytics. accredent.com
