Understanding the Customer Experience = £££
Here's a question for you, "What are your customers' priorities and expectations when it comes to AV signal distribution and control?
This can be a tough question to answer. Then again, is this even the question we should be asking? Oftentimes customers either don't know themselves or they have difficulty communicating what they want because they don't understand all the technology.
The reality is that customers are really looking for THE EXPERIENCE - how do they feel when they interact and think about their AV system? What are their assumptions on how it should work? What do they need but don't know they need it?
As an example, the customer may know they want the latest OLED 4K HDR display with the highest specifications possible. But if an uninformed installer specifies a highly compressed, 8 bit 4K over IP AV distribution system, then the customer experience will be far from amazing. Many times the customer is relying on you, the dealer/installer to help them fully understand the experience.
To state the obvious, customers have different expectations. One customer might want the most optimized AV system for today's technology with plans (and money) to replace the system in 3 years. Other customers will want the system to be flexible, expandable and compatible with tomorrow's constantly changing technologies.
Expectations about how a system will function also need clear understanding. For example, a customer might not say they want their centrally located sources to switch instantly in any location, but you can be certain they'll be decidedly unimpressed if it takes more than three seconds to switch sources or if they have to stare at a blank screen while they wait.
And what about reliability? Whether in a residential or commercial environment, the expectation is that the system works... every time. And so it should! Reducing layers of connectivity and system complexity removes potential points of failure, meaning less can go wrong. This can be as simple as using technologies like PoH (Power over HDBaseT) found on nearly all WyreStorm products. Fewer power supplies means fewer potential problem points.
Some companies in our industry have tendencies over-specify applications, particularly if they unsure of the customer's expectations. The temptation is to give the customer more than they will use to cover all the bases. Not only does this result in bloated budgets and overly complex systems, it can also complicate the customer experience. As an example, why specify an expensive control system that does "everything" when the customer really only wants basic control of AV devices and lighting? WyreStorm's Enado™ control system and NetworkHD Touch™ were specifically developed for these common sense applications.
Simply said, focusing on the customers' experience and really understanding their expectations is essential to the success of a project. And while we all love to talk about the technology, the goal is to provide a solution that meets or exceeds the customer's expected experience, get paid, and get on to the next project.
Think customer experience. Think one-manufacturer solutions and technology ecosystems that reduce the devices and connectivity you need by combining features within individual products for a greater reliability and user experience. WyreStorm solutions succeed where others have failed. The smart money lies with the integrators who can fully understand the needs of their clients and provide solutions that meet or exceed those expectations every time.