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Podcast #214

The Truth about the Consumer’s Journey with Connected Home Devices

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The better that product providers are able to understand their consumer’s journey, the better they can serve those customers in a way that retains them, fosters loyalty, and produces raving fans. This episode of Social Business Engine features a conversation with Autumn Braswell, Executive Vice President, Chief Operating Officer, Enterprise Solutions, iQor – and reveals the findings of a recent survey published by iQor – the CPX360 (Customer and Product Experience 360) survey.

CPX360 reveals surprising results about the consumer’s journey in using digital devices in the connected home. Among those findings: 1 in 3 adults experience issues setting up or operating a connected device, which provides insight into how digital transformation has reached our living room and kitchens and how manufacturers and service delivery companies such as iQor are challenged with delivering a seamless experience across the 360 degree customer journey – and across the entire ecosystem of connected devices which often include more than one brand.

As Autumn shares the findings of the iQor CPX360 survey, think about how your company delivers a seamless experience across the ecosystem of your customer’s journey.

When connected home device #customers need troubleshooting, what is their experience? Autumn Braswell of @iQor explains #CPX360 on this episode of @SBEngine, w @BernieBorges, #CMO of @GoVengreso.🎧 Listen! 🎧 #SocialSelling #DigitalSellingClick To Tweet

The Social Business Journal Volume 11 is a case study in Savvy Social Selling the SAP Way. This case study is available for download without a form to complete – it’s ungated – just click to open the PDF in your browser at www.Vengreso.com/sap.

When A Connected Device Has Problems, What Does The Consumer Experience?

One-third of consumers with connected home devices have experienced problems with their device in the last year. That’s what the CPX360 survey reveals. The important question for the providers of those devices is this: “How well are we providing a seamless, helpful experience to our customers when problems arise?”

In this episode, Autumn Braswell points out that it’s not an easy question to answer, for a number of reasons. You’ll hear how iQor conducted the survey, who responded, what type of problems are most common for users of connected devices, and what insights can be gained about trouble-spots in the consumer journey – and how product companies can better address the needs of their customers.

Self-help approaches to #connected home device troubleshooting only go so far. Autumn Braswell of @iQor explains #CPX360 on this episode of @SBEngine, w @BernieBorges, #CMO of @GoVengreso. 🎧 Listen! 🎧 #DigitalSelling #SocialSellingClick To Tweet

Self-Help Approaches to Connected Device Troubleshooting Only Go So Far

The CPX360 survey reveals that the average consumer who experiences problems with their connected device takes 8 different steps attempting to solve their problem. That’s an amazing amount of patience, but it makes sense considering these are people who have purchased tech-related products. But even with that kind of patience, DIY efforts only go so far. Eventually, most have to get help from the manufacturer.

CPX 360 - Consumer's JourneyAutumn Braswell explains that when users of connected devices have to make contact with their product provider for troubleshooting help, the manufacturers need to have an understanding of how they are doing at not only helping the consumer but also making their journey seamless and as hassle-free as possible. The data Autumn shares on this episode from the CPX360 survey will help you consider your troubleshooting process in light of what consumers are actually experiencing, and how you can make adjustments that increase their satisfaction not only with your products but also with their experience with your company.

Smart Device Providers Have An Increasingly Difficult Job Satisfying Consumers

When it comes to connected devices in the home, it seems that making a quick troubleshooting call to the manufacturer’s technical support department is often not adequate to solve the problem. That’s because dealing with connected devices means the problems consumers experience may or may not be within the purview of the manufacturer. It could be a related connected product or service that is actually causing the issue.

That means the average consumer speaks to 3 different companies and 3 different people when troubleshooting issues with their devices – and the information gathered from the first conversation may or may not make it all the way to the 3rd person who ends up solving the problem. That makes it extremely difficult for product manufacturers to provide a seamless, integrated consumer journey for those who buy their products.

Listen to this episode, featuring Autumn Braswell of iQor, to discover the main places in the connected home device consumer journey where the process breaks down, and what it means to iQor as a service provider when helping consumers resolve problems to create a more seamless experience – a 360 degree experience.

How can #ConnectedDevice companies better serve customers when troubleshooting? Autumn Braswell of @iQor explains #CPX360 on this episode of @SBEngine, w @BernieBorges, #CMO of @GoVengreso. Listen! #DigitalSelling #SocialSellingClick To Tweet

Featured on This Episode

Outline of This Episode

  • [2:31] Who is iQor and what is Autumn’s role at the company?
  • [4:05] Why iQor conducted the CPX360 survey: Understanding issues consumers were having with connected devices to help their clients
  • [5:20] The common issues consumers experience with connected home devices
  • [8:06] The surprising results discovered in the survey
  • [9:20] YouTube is one of the most convenient and effective resources for most consumers
  • [13:14] The complex environment manufacturers must navigate to provide customer satisfaction
  • [16:04] How do most consumers address problems they have in their consumer journey?
  • [20:03] How demographics fits into the findings of the survey
  • [22:01] The big takeaways iQor discovered: status updates when repairs are needed!

Resources & People Mentioned

The Social Business Journal Volume 11 is a case study in Savvy Social Selling the SAP Way. This case study is available for download without a form to complete – it’s ungated – just click to open the PDF in your browser at www.Vengreso.com/sap.

Connect With Bernie and Social Business Engine

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This podcast originally appeared on Social Business Engine

Tweets

When a #connected home device has problems, what does the consumer experience? Autumn Braswell of @iQor explains #CPX360 on this episode of @SBEngine, w @BernieBorges, #CMO of @GoVengreso. 🎧 Listen! 🎧 #DigitalSelling #SocialSellingClick To Tweet
#SmartDevice providers have an increasingly difficult job satisfying #consumers. Autumn Braswell of @iQor explains #CPX360 on this episode of @SBEngine, w @BernieBorges, #CMO of @GoVengreso. Listen! #DigitalSelling #SocialSellingClick To Tweet
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