Internet of Things (IoT)
Internet of Things (IoT) is a smart device or system that collects data from the environment automatically (without human intervention) acquired with sensors, processors or more. The data obtained from the devices is sent to the cloud and analyzed by the system thanks to a program. The system can communicate with other devices like the smartphone of a user. IoT allows brands to improve customer experience with a device that provides service by itself which saves time and money for brands.
An example of IoT is the Dan Murphy’s App: The brand uses IoT to provide an end-to-end experience to customers in Australia. Customers can order alcohol beverages from the app, then the app will automatically send a notification to the staff team inside the store you are close to (less than 400 meters), so they can prepare the order. When to client enters the store, a staff person is waiting for the client with still fresh liquors.
In a more global approach, IoT can add a lot to the customer experience by personalizing interaction between the customer and the brand. In fact, the devices can analyze how the product is used by the customer and offer additional features not used yet to improve the experience. Iot can also improve the preferred features of customers by sending new target updates, doing personalized marketing and detect needs of maintenance.