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Why Digital Customer Experience Is Important For Industrial Enterprises

Why Digital Customer Experience Is Important For Industrial Enterprises

Historically, brands had been more focused on selling products than providing their customers with an amazing experience. However, this trend is now changing.

According to research by Gallup, about 71% of B2B companies risk losing their customers due to low customer engagement and lack of emotional and psychological attachment. With so many options available today, customers are understandably taking their business to companies that offer highly personalized, interactive, streamlined, and user-friendly experiences. Relying on product quality and cost-competitive pricing is no longer enough to retain customers. Businesses now need to prioritize what their customers find interesting and use it to keep their consumers engaged.

Engaging Customers Through AR and 3D Visualization Technology

A customer’s buying journey starts even before they purchase a product. It starts when a customer identifies a need which creates a search for solutions online and ends when something grabs their attention and keeps them successfully engaged to the point of purchase. To engage and retain customers, companies are using a variety of digital technology to stand apart from the competition.

Products created in 3D and Augmented Reality can be used to show the complex components and configurations of an item. Providing engaging visuals helps wins customers over during their active search of a product or solution, creating a positive purchase experience as well as lowering product return rates.

If you consider the example of the retail business, AR has a lot of success in keeping customers engaged and wanting more. Consider the example of Houzz, a home furnishing and interior décor company that uses AR to visualize products in a specific space before purchasing. The company cites that it saw a boost in conversions by 11x from utilizing Augmented Reality, one of the best performing technologies they use across their website.

Similarly, products using 3D configurators is also a great way to enable customers to examine and customize various features of a product, showing exactly what the final product will look like once they receive it. For the company, 3D visualization tools provide valuable insights into evolving customer preferences and design trends, driving increased customer satisfaction and loyalty, which can also translate into sales.

Why Has Customer Experience Become So Important?

Today, businesses are starting to adopt to the idea of ‘servitization’ of their products, meaning they use their products to sell an outcome as a service, rather than just focus on making a one-off sale. This means the business will need to continue to engage with their customers even after the point of sale. By doing so, businesses are keeping the customer informed, creating online platforms that enable customization and self-service, as well as investing in excellent post-sales services, all offering the customer a stellar buying experience.

Today, customers have become demanding and expect a high level of customer service, proactive maintenance, and immediate response to their inquiries. Because of the advancements in technology, it is now very easy for customers to take their business elsewhere if they feel a company is lacking in any of the above areas.

The difference between an excellent company and a mediocre one is their level of customer service and sales support. The initiatives that a company takes to deliver an excellent customer experience can also improve its operations. The investment in 3D visualization and AR are necessary for a smooth customer journey and have the potential of delivering an exponentially higher ROI.

If you are looking for disruptive product visualization technology, look no further than CDS Visual. We offer web-based 3D visualization and AR solutions for complex products that can offer a higher level of customer service. Contact us today.

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