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Leveraging IoT Technologies to Understand Customers
Service-oriented enterprises and organizations have been slow to adopt Internet of Things technologies. Here is why they should take a closer look.
Mar 15, 2017—
The Internet of Things is at the center of a lot of discussion. The circuits and sensors that power IoT technologies are becoming smaller, physical objects are becoming smarter and the collection of data is becoming ever-faster. Almost like modern magic, the promise of the IoT is that disparate "things" can now communicate to enable new actions, conjuring up results not previously possible.
So far, there has been a steady adoption of IoT technologies in industrial settings (utilities, oil and gas) but less so in service-oriented enterprises and organizations. As explained by a recent Gartner study, companies are more inclined to look to the IoT to solve internal, business-related issues in an effort to streamline processes, reduce costs and enhance asset utilization, and less likely to begin an IoT effort to address external, customer-facing objectives, such as improving customer and employee relations.
Here are how service-oriented brands can begin to leverage the data collected through IoT technologies:
Trigger surveys based on specific actions taken by the user of a connected device.
By delivering a tailored survey to consumers' smartphones, companies can receive timely and personalized feedback about their expectations and experiences. For example, organizations sending surveys to attendees of a soccer match could gauge fans' enjoyment—whether they were pleased with the service at concession stands, whether they had difficulty finding their seats and whether they intend to attend another game.
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