How Customer Value is Created by
Extending Tech Support Beyond Your Brand
A Story about Brandy and Fernando
connected lifestyles are
complex – with a variety
products and services.
Not just yours.
In fact, any given
family in the U.S. has four
to seven (or more)
connected devices and
services they rely on
during any given day.
Whether you’re a retailer or CE manufacturer (A), or a Telco/ISP/cable provider (B), your devices and services are a
few among many, in consumers’ and small businesses’ highly personalized technology environments.
Meet Brandy & Fernando
whose connected lifestyles comprise many different
technologies from multiple brands and retailers.
Brandy & Fernando
think your brand is making their connected lifestyles difficult for two reasons (1) your brand’s “stuff”
doesn’t always interoperate as expected with other brands’ “stuff” and (2) you only support your own
products and services. Simply put: you’re not meeting Brandy and Fernando’s expectations.
Your brand is affected by the other products and services in your customers’ environments.
Your “brand goggles” are preventing you from seeing how to turn that into a revenue opportunity.
Brandy & Fernando
expect their technology to do what they want it to do, whenever and
wherever they want. They need a trusted advisor to assist them at the moment
things aren’t doing what’s expected.
Your brand can be that trusted technical advisor. Extending tech support to other brands in your customers’ connected environments is an astute
strategy for creating customer value. Your products and services are never used in a vacuum; your support shouldn’t leave a vacuum too.
while creating a new
Wrap your arms
environments with a
This gives Brandy,
Fernando and all
your customers a
reason to rely on your
brand as the one
that gives them
convenience as their
connected lives pivot
to incorporate a
are expanding and
more complex as
the Internet of Things
makes its mark.