Consumer experience was a concept that used to be considered a trend more than something to be taken care of. This has changed dramatically once we´ve had the opportunity to check that the actual experience at the sales point is key to making a real purchase.

Technology implementations that affect the consumer experience

When we talk about technology that changes the market and the consumer experience we cannot restrict it to apps or new devices. Actually, the way the market itself works and evolves has changed. State of the art products such as mobile phones or computers are old just six months after their release date. This is how much technology is now part of everyone’s daily life
We are more and more connected to technology. It helps us in many ways, but we do not feel it anymore, because it is so part of our life that we do not need to mentally interact with it. We just take it for granted.  We see it t in smart bracelets, wearables, t-shirts, jewellery, rings, bracelets or the famous smartwatches. Those devices and many more are there all the time, transmitting our personal information. Information as intimate as bank movements and money transfers.
This technology improves customer satisfaction and makes buying more and more automatic. The consumer receives commercial messages already segmented by countries and consumer types. We can obtain greater purchasing power through direct channels such as mobile applications, which are one of the new trends for the new consumer experience. Social WiFi is another way to entertain people while they buy. And it works amazingly.

Changes in the consumer experience

  • We now buy via Mobile Applications (Apps): New commercial apps have been created. Companies use them to improve the consumer experience from their own mobile device. Obtaining consent to use personal data to develop marketing strategies is one of those win-win methods that technology has created to help the companies help their clients. 
  • Buy through experience: these are services based on emotion and manipulation of sensory perception. This leads the consumers’ experience from less to more.
  • Automatic buying: Consumers habits have changed.  We now buy as a form of entertainment. The act of buying has become an experience where we find good fun. And technology has a very important part on this.

The consumer experience is nothing but the way our costumers see us when they interact, directly or indirectly, with our services. We have to aim to transform the consumer experience in a uniquely personal experience. Every single costumer seeks now for a new experience and is willing to pay for it. If we are good enough, as a provider, his experience will be shared and will, therefore, benefit us.
If you want to learn about specific examples of how technology improves consumers experience, do not hesitate. Visit DES Madrid and learn everything you need to put technology at your service. You will create new experiences for your customers and you will attract more people straight to your business. Come and visit us at IFEMA.