Source: B2X Care Solutions GmbH
SEATTLE and MUNICH, Germany, May 18, 2017 (GLOBE NEWSWIRE) -- A new study released by B2X, the leading provider of customer care for smart mobile and Internet of Things (IoT) devices, found that global consumers’ dependence on their smartphones continues to grow, while they also rapidly adopt a new generation of IoT devices. Accordingly, consumers continue to pay more and more for their smartphones, and fast and easy access to customer care continues to be the #1 criteria for consumer satisfaction.
Infographics accompanying this release are available at:
The Smartphone and IoT Consumer Trends 2017 study, published by B2X in cooperation with Prof. Dr. Anton Meyer and Prof. Dr. Thomas Hess from the Institutes of Marketing and New Media at the Ludwig-Maximilians University of Munich, offers useful insights on smartphone and IoT trends, customer care experiences and preferences, consumer usage as well as some fun facts on consumers’ relationships with their devices.
“This study confirms the importance of customer care to the world’s smartphone and IoT brands,” commented Rainer Koppitz, B2X Chief Executive Officer. “Consumers rely on their devices more than ever, and one of the best ways to strengthen and protect your brand is to offer consistently excellent support across the globe.”
Here’s a summary of the key findings:
Digital dependence and compulsive smartphone use is growing, day and night.
Consumers will give up family and friends, even go to prison to not lose their smartphones.
Consumers are buying more and more expensive smartphones, and consumer IoT devices are going mainstream.
“Gartner estimates that there will be 14 billion IoT devices in use by 2020 plus an additional 6 billion smartphones according to IHS,” said Prof. Dr. Thomas Hess, Director of the Institute for Information Systems and New Media at the Ludwig-Maximilians University of Munich. “People want to connect everything in their lives. They want to automate their home, experience Virtual Reality and use Smart Digital Assistants. And it’s all happening now.”
When it comes to customer care, consumers still want in-store service, fast repairs and in the most highly addicted countries, insurance.
“When it comes to customer care, most people still prefer to go to a store and talk with a service agent face to face – a complete contradiction in a world where most things happen online,” commented Prof. Dr. Anton Meyer, Head of the Marketing Department, Munich School of Management at the Ludwig-Maximilians University of Munich. “Smartphone brands that understand the value of customer care have a real competitive advantage. There is no better way to differentiate a brand than making customer service a top priority.”
The B2X Smartphone and IoT Consumer Trends 2017 study is based on interviews of more than 2,600 people in Brazil, Germany, India, Russia and the United States conducted by Facit Research in cooperation with Professors Meyer and Hess at the Ludwig-Maximilian University of Munich.
B2X is the leading global provider of end-to-end customer care solutions for mobile and IoT devices. Founded in 2007, B2X helps many of the world’s leading mobile and consumer IoT companies deliver a superior after-sales service experience. The company’s unique positioning is based on its global service partner network and its SMARTCARE Technology platform that connects everything to a digitally integrated customer care ecosystem. With more than 1,000 employees and over 500 trusted partners in 140 countries worldwide, B2X is the premier after-sales service provider for manufacturers, insurance providers, carriers and retailers.
Contact Kimberly Meyer Head of Global Marketing & Communication B2X Care Solutions firstname.lastname@example.org +49 89 452353-259 Nick Olsson Olsson Communications email@example.com 415-637-4865