Elevate What Consumers Appreciate
The customer experience mandate of the CMO has focused on creating an experience that will surprise and delight their consumers up to the point of purchase; unfortunately, the aftermarket fo ... More
Increase Brand Attraction by Upgrading Ownership Satisfaction
In partnership with:
LiveTechnology strives to provide a uniquely powerful and flexible software-as-a-service solution. Its purpose is to automate the versioned production of fully brand and legally compliant marketing materials across multiple forms of media. This U.S. technology innovator and marketing solution provider is building the world’s largest, centralized product data repository with mobile application interface (LiveStuff) to advance the aftermarket service opportunity. It will enable consumer buyers of durable goods to easily register, store and retrieve essential product/parts information, warranty, owner manual, and purchasing records on-demand. The service will assist product owners to identify and source replacement parts, as well as receive product alerts (e.g. recalls) and updates, in addition to crowdsourced guidance and self-help from other owners.
The CMO Council and LiveTechnology are teaming to digitally revolutionize and elevate the experience of owning, operating, maintaining, troubleshooting and repairing durable goods sourced from leading manufacturers supported by their retail and aftermarket service partners.
The Internet of Things, ubiquitous mobile connectivity, and new Big Data applications are poised to digitally revolutionize and elevate the experience of owning, operating, maintaining, troubleshooting and repairing durable goods sourced from leading manufacturers supported by their retail and aftermarket service partners. This ecosystem includes makers and sellers of home appliances (white and brown goods), office products, computer hardware, machinery, power tools, engines, consumer electronics, maintenance equipment, as well as gardening, boating/recreational and auto aftermarket products.
Under the auspices of its Customer Experience Board, the CMO Council invited industry bodies, manufacturers, retailers and consumer rights advocates to participate in a major initiative to “Elevate What Consumers Appreciate: Increase Brand Attraction By Upgrading Ownership Satisfaction.” This was be done through:
Additional insights were gathered from domain experts, solution providers, consultants, publishers, management consultants and benchmarking groups, such as the American Customer Satisfaction Index, J.D. Power, Consumers Union, TWICE, and many others.