Generating more and better data
(It’s all in the insights)
Your expectations are constantly evolving, especially when it comes to tech such as audio products. Voice enabled speakers, anyone? That means it’s vital for companies like Harman International to stay up to date with these changes and adapt the product offerings of their sub-brands which include JBL, AKG, Infinity, and Harman Kardon.
The most effective way to achieve this is to use service design to generate more and better data from service design.
The key is service design.
(Yes, you really can design everything)
Service design goes back to basics to understand the needs and preferences of customers, identify potential pain points in the customer journey, and develop solutions to address these issues. The goal is to create a seamless and engaging customer experience, whilst optimising efficiency and profitability for the organisation - and that’s a tough brief to live up to!
Together with Harman International, we identified different ways to improve the customer experience and encourage product registration to gather the data the company needs.
We focused on product registration as it’s a win-win for both Harman International and its customers. How?
- Better customer engagement so that JBL can better understand and engage with its customers, leading to more targeted marketing efforts and improved customer experiences.
- Improved customer support in case of any issues. This helps increase customer satisfaction and loyalty for more repeat business and positive word of mouth
- Increased revenue from promotions and incentives tailored to customer desires, leading to repeat business.
- Targeted product development based on customer requests, giving the company a competitive edge in the market by focusing company innovation and developments on the technology and design customers want.