Using the power of insight to stay ahead of consumer expectations
We work with our clients to create seamless customer experiences that support the drive towards online shopping and the direct-to-consumer (D2C) business model - an approach which provides an opportunity for consumer electronic brands to take control of their customers’ experience.
At Capita, we’re experts in creating seamless customer journeys and experiences. We look at the big picture, to make every small moment count. We're helping the consumer electronics industry adapt to changing business models, supporting them to build customer loyalty with personalised services and to meet increasing consumer expectations through data analytics and artificial intelligence (AI) to improve online and in-store customer experience.
Moving from clicks to bricks
Consumer electronics sales are still predominantly through third party electrical retailers, with notable exceptions - such as Apple and Samsung - who have led the way in creating unique spaces to promote brand engagement through experience centres.
As more brands start to embrace the direct to customer (DTC) model. Matt Camille, Client Partner of consumer electronics at Capita, considers whether they’ll be the ones to reap the benefits of bigger profits.
We use the power of insight to create seamless experiences that stay ahead of consumer expectations:
Identifying gaps and seizing opportunities
Drawing insight from data, we apply these learnings to every stage of the product journey to market, including product innovation and development.
Listening to the voice of the customer
From pre-order, sales, marketing and delivery, to post-purchase support, we carefully analyse customer feedback to understand areas for improvement.
Delivering the best possible experiences
With our focus on customer experience, we help generate greater levels of customer acceptance and loyalty towards your products so that you’re the preferred choice.