Smart Products And The Big Ask For Quality And Customer Care

You can delight them today, but you'll need to deliver service well beyond tomorrow.

ReadPart 1 andPart 2 in the series on CP firms pursuing smart tech.

A cast iron pan can last for generations without the need for service, updates or troubleshooting. They're nearly impossible to break, "intuitive" to use and arguably get better with time. Contrast that with a smart product, which may bring with it a need to educate the customer, advanced troubleshooting and performance feedback, and ongoing customer support and security updates. As consumer product (CP) firms look at ways to integrate smart tech into their offerings, one of the biggest pieces of product design they need to consider is ongoing customer care.