This article originally named ‘How IoT Can Enhance the Customer Experiencebanyanhills.com. Banyan Hills Technologies was formed in to help customers solve for the complexity surrounding the Internet of Things (IoT).was originally posted on
First, let’s focus on why the customer experience is so important. Companies such as Amazon, Zappos, Apple, Uber and the Dollar Shave Club have made it a central part of their brand.
The reason is simple: companies that focus on the customer experience realise important benefits. Research has demonstrated that satisfied customers will spend more on products, exhibit deeper loyalty and recommend a brand more frequently than customers who are not satisfied. For those reasons alone, producing a positive customer experience should be considered a competitive edge.
What role does IoT play in enhancing the customer experience? It’s starting to touch almost every area and should be considered part of any customer experience strategy. Here are three places where IoT can be particularly useful in creating more satisfied customers:
IoT can play a significant role in creating a positive customer experience.
For example, IoT can improve customer satisfaction by monitoring equipment for problems. In some situations, the IoT sensors may be able to predict problems before they surface. Perhaps a piece of equipment exhibits certain symptoms before it breaks down. If the IoT device could send an alert to an engineer warning them about the potential problem, the equipment could be fixed before the problem leads to any downtime.
What if the problem has gotten so bad that the equipment failure has led to downtime? The customer will need to contact support, explain what happened and then wait for a technician to be dispatched. An Internet of Things solution could circumvent those steps by automatically notifying a technician that a certain piece of equipment has failed for a particular reason and requires a service call. All of this could happen before the customer even calls to speak with a support desk. How much happier would the customer be if they knew that help was already on the way?
In a world where Amazon is increasingly dominating the shopping experience, customers want their products quickly and they want them shipped for free within a couple of days. That’s becoming table stakes when competing for customers’ share of wallet.
IoT can keep inventory levels high enough to meet customer demand. In warehouses where products are stored, IoT sensors will know when supply is low and send an automatic order to replenish. This in turn keeps customers happy because they can order their products without delay…
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