360 View: Supporting the Connected Consumer
|出版日期||內容資訊||英文 120 Slides
This 360 View examines the problems consumers currently experience with smart home and other connected devices. It identifies the steps consumers take to resolve problems with their technical products and services and the impact of these problems on brand affinity. The study also examines trends in adoption of premium support services, including support subscription and extended warranties, while providing insight on consumer expectations for support services.
Consumers Likely to Purchase Smart Home Brand
Based on Past Setup Problems
U.S. Broadband Households
“The likelihood of making repeat purchases from a brand declines by approximately 20 percentage points if a consumer encounters a problems while setting up their device. Brands must create superior setup and installation experiences for customers, as this creates brand affinity and promotes industry growth.” - Patrice Samuels, Research Analyst, Parks Associates.