What makes a great Ownership Experience?
The Ownership Experience is the sum of the interactions between the product, the customer and the brand across all stages the customer owns the product.
Great ownership experiences happen when the gaps between the product owner and the brand are replaced with:
- Two-way engagement
- Personalized journeys
- Immediate fulfillment
- Memorable experiences
- Meaningful interactions across all ownership phases
Experience higher growth
While brands realize the benefits of building profitable relationships, product owners receive a responsive, easy and overall richer product experience directly from your brand.
Now more than ever, customers crave personalized experiences with the products and the brands they own. In fact, 86% of buyers are willing to pay more to experience excellent service.
It’s a win-win that lasts far beyond the first purchase and into a lifelong relationship.
Why take the Smart OX approach?
From happier customers to numerous financial gains, companies that prioritize product ownership strategies ensure everyone wins. The enhanced two-way engagement of Smart OX improves customer satisfaction, share of wallet, and offers your brand additional opportunities to cross-sell and upsell at multiple points throughout the ownership experience.
Lift customer lifetime value
Increase sales to existing customers by offering personalized and targeted promotions during their ownership experience that are highly valued and, as a result, lead to higher conversions.
Reduce costs, Streamline efficiencies
Cut down on expenses and improve operations by transitioning to digital product resources and self-help support channels, which can improve efficiency across different functions.
Increase brand loyalty
Create and deliver well-crafted product ownership journeys that increase customer satisfaction, engagement and brand perception, giving you an edge over your competitors.
With a Smart OX approach, your brand can better support and serve product owners every step of the way
From the moment they open the box, to the moment they’re ready to upgrade, product owners expect the brands they love to make product ownership easy, helpful and engaging. Powered by first-party data and intelligent technology, adopting the Smart OX approach makes every ownership experience personal and convenient – no matter where owners are, or what they need along the way through their ownership journey.
Smart OX principles
Taking a Smart OX approach gives brands the capacity to provide every customer an intelligent, personalized product ownership journey, guiding them to faster solutions when questions or problems arise, providing top-notch support, and keeping them in touch with the latest updates and special offers. Your brand is equipped to deliver the stand-out personalized experience customers want.
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Owner-Centric
By prioritizing the ownership experience and designing product ownership journeys that remove friction and offer personalized perks, you can boost customer satisfaction, increase repeat purchases, and drive growth for your business.
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Intelligent Experiences
By prioritizing the ownership experience and designing product ownership journeys that remove friction and offer personalized perks, you can boost customer satisfaction, increase repeat purchases, and drive growth for your business.
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Engagement Across All Ownership Stages
Keep customers happy and satisfied throughout their entire ownership experience, not just at the initial purchase. By guiding customers through each stage of ownership based on how long they’ve had their product, you can increase customer satisfaction and overall value.
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Scalable Delivery
Every product owner and their ownership experience is different. However, using intelligent technology can provide consistent and personalized scalable journeys for each owner, regardless of their location, product, or length of ownership.
It all happens with Concierge
Deliver extraordinary and intelligent experiences. Every product owner’s Concierge experience is as unique as they are. It’s the smart digital guide that always displays your brand, is always helpful, and always personalized to your product owners’ specific ownership journey. Click below to explore the power of Concierge.