5 Stats to Reshape Manufacturing Customer Experience in 2022

Bhagyashri Kambale | November 20, 2021
MANUFACTURING-CUSTOMER-EXPERIENCE
The manufacturing business has always prioritized providing the excellent and most user-friendly products worldwide to its target consumer groups. However, digitalization and customer interaction approaches have altered the manufacturing industry's traditional business model.

Now, manufacturers must prioritize improving the customer experience for their target consumer group and keeping up with new trends daily to flourish and remain competitive in the upgrading market. Because, in the end, the buyer is the one who drives your business and generates money. Manufacturers are committing significant efforts to improve the customer experience in the following years.

To assist manufacturers in their sincere efforts to improve the customer experience in the manufacturing industry, we have compiled some key facts that must be understood and executed by the industry's or business-specific needs.

Before going into manufacturing customer experience statistics, it's essential to understand why customer experience is so critical in the manufacturing industry.

 

The Importance of Customer Experience in Manufacturing





Customer service and experience are critical components of any business, which is true in the manufacturing sector. Customer experience can be described as any activity taken by a business to positively influence a customer's impression and opinion of the business, its products, or services.

“You’ve got to start with the Customer Experience and work back toward the technology, not the other way around”

– Steve Jobs.

Customer experience benefits your business in a variety of ways, including the following,
  • It increases customer retention
  • It increases the customer lifetime value
  • It creates brand loyalty
  • It influences brand reputability
  • It can deliver businesses with a competitive edge.

 

Manufacturing Customer Experience Statistics





Make your manufacturing business more customer-centric and reap the benefits that many customer-centric companies, such as Apple, Nissan, and Chick-fil-A, are experiencing.

To better understand what the customer and industry have explored regarding the customer experience in 2022, below are some statistics from well-known businesses.

#Stat 1

Businesses that prioritize customer experience see an 80% increase in revenue.
(Source: Forbes)

A positive customer experience increases customer interest in the product and acts as a form of word-of-mouth marketing. This way, the business benefits from increased sales and organic promotion by genuine consumers, critical for any manufacturing organization.

# Stat 2

73% of customers say that customer experience influences their purchasing decision.
(Source: PWC)

Customers are not solely concerned with the product's quality or pricing. Instead, they are interested in the complete experience they get while purchasing a product. Therefore, if customers have a negative experience during the purchasing trip, it is pretty likely that they will leave the purchase process in the middle and hunt for other viable solutions on the market. Whereas, if the purchasing journey and post-purchase service are satisfactory, they will gladly purchase the goods and suggest new clients to your business.

# Stat 3

By 2023, AI and machine learning will manage around 40% of all consumer contacts.
(Source: Super Office)

Manufacturing production and revenue are increasing as a result of technological advances and applications. However, the customer experience is not far behind in implementing cutting-edge technology like AI, VR, and AR. For instance, chat bots are the best example of how artificial intelligence, natural language processing, and machine learning are being used to increase consumer engagement.

Virtual interaction is becoming more prevalent in the manufacturing industry daily, and both manufacturers and customers like this digital interaction.

“Our interactions with our customers have become much more virtual, which frankly seems to work well for the customer and us.”

-Scott Heide, Chief Executive Officer at Engineering Intent Corporation

Technology application in manufacturing will be maximized, and businesses intend to automate the customer experience by 2023.

# Stat 4

According to 70% of customers, an ideal customer experience should be quick, convenient, and cooperative, as well as friendly.
(Source: Adobe)

Customer service is a skill, and it's always a good idea to put yourself in your clients' shoes. According to an Adobe study, 70% of customers want a quick and convenient service that saves them time. In addition, they anticipate full collaboration throughout the purchasing process, including post-purchase servicing.

# Stat 5

72% of customers with a good consumer experience will tell six or more people about it.
(Source: Nice Reply)

In the first statistic, we discussed word-of-mouth marketing. You will always receive referrals for the excellent products or services you provide to your target consumer group. Customers that have a positive experience will always bring you two additional potential customers, and this number will grow exponentially with each pleasant experience delivered by your organization.

 

How did MacDonald's plan to increase revenue simply by improving the customer experience?

When McDonald's revenues started to decline, they focused on the customer experience rather than marketing strategies.

They began by listening to their clients and giving them a more streamlined experience. Customers told McDonald's to simplify the menu, increase order accuracy, and use higher-quality ingredients.

McDonald's also improved store interiors and introduced digital self-order kiosks and table service, reducing customer wait times. BTIG predicted a 4.1% increase in revenues as these modifications were made. As a result, McDonald's may outperform competitors by improving total customer service.

Final Words

Customer experience is crucial in manufacturing, and manufacturers must leverage digital customer experience trends to improve their reputation. These a fore mentioned customer experience statistics can assist you in shaping a compelling client experience for 2022 and propelling your organization to new heights of success.

 

FAQ


Why should a manufacturing company invest in customer experience?

Client experience improves customer retention, builds brand reputation, and gives companies a competitive edge. So manufacturers must invest in the consumer experience.

What is the difference between customer service and customer experience?

Customer service is one aspect of the customer journey, whereas consumer experience is the sum of all customer encounters with the brand.

What does a customer experience include?

Customer experience is the overall perception of your business or brand. It is the consequence of a customer's engagement with your website, customer service, and the product they purchase. So, it is the aggregate of all elements from browsing to buying to the product experience.

Spotlight

Zytek EMS

Zytek EMS is a women & minority owned company. Facility with 4 complete SMT manufacturing lines. Zytek EMS is a bay area leading provider of electronic manufacturing services, focused on providing superior quality end-to-end manufacturing solutions to leading OEMs across various industry segments. Providing turnkey solutions and value added services with a speed that is beyond industry standards.

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How Manufacturing Digitalization Benefits Businesses in 2022

Article | December 14, 2021

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Manufacturing digital transformation involves integrating digital technologies into processes and products to improve manufacturing efficiency and quality. Manufacturing's digital transformation aims to increase operational efficiency and reduce expenses. The digital transformation techniques ensure product quality. It also makes work more efficient, safe, and stress-free. What Is Included in Manufacturing Digitization (Industry 4.0)? Industry 4.0 is the digitalization of manufacturing. Cyber-physical systems, IoT, and cloud computing are current trends in manufacturing automation and data exchange. Connected devices, cloud computing power, and the modern emphasis of lean, efficient operations enable Industry 4.0 to construct advanced and innovative smart factories. Industry 4.0 includes design, sales, inventories, scheduling, quality, engineering, customer and field service. Five Benefits of Digital Transformation in Manufacturing Manufacturing organizations can benefit from digitalization in a variety of ways. It can help make the work more efficient, decentralized, and secure. It further creates new business opportunities and attracts new talent to the industry. Additionally, integrating products into a digital ecosystem increases their value and appeal. Let’s dig deeper into each of the five key benefits. Reduces Costs Technology is an invaluable companion in reducing the manufacturing company's expenses in the future. The incorporation of digital technology results in the transformation of procedures and the digitization of documents, resulting in overall process optimization. Therefore, a reduction in labor costs might be expected as a result of the elimination of unnecessary expenditures. Additionally, digitization enables businesses to assess and estimate expenses considerably more precisely, ensuring that budgets stay on track. Additionally, it eliminates andsubstitutes inefficient jobs within processes, significantly increasing their efficiency. This efficiency is translated into time savings, which results in a substantially more cost-effective manufacturing process. Decentralized Production Manufacturing digital transformation allows organizations to supervise manufacturing remotely, allowing production to continue uninterrupted. In rare cases like Covid-19, digitalized businesses have not had to cease or even slow down production. These systems can work without interruptions for much longer than any worker. Digitalization also boosts methodology flexibility and reactivity. For example, if a production plant has a problem, an automatic alert is generated, and the issue is resolved regardless of the day, time, or presence. Improved Operational Efficiency Smart product connectivity allows devices to connect and communicate with each other (M2M). This connectivity enables decentralized decision-making. 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Final Words Manufacturing digitalization has a lot to offer the industry, and many manufacturers are capitalizing on this new phase of the industrial revolution by incorporating cutting-edge technologies into manufacturing and business operations. As said previously, the benefits of digital transformation in the manufacturing business are increasing the importance of digitalization in the industry. Transform your traditional manufacturing operating processes with these new manufacturing trends and observe the results that other benefitting manufacturing businesses have achieved. FAQ Why is digitalization vital in manufacturing? Manufacturing process digitization improves overall business performance. But the results are seen across the factory. Digital transformation improves working conditions for employees and streamlines daily operations. How are digitization and digitalization different? Digitalization is a transformation of data and processes. 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Lead Generation for Manufacturers: 5 Effective Techniques That Work

Article | January 4, 2022

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Building a Smart Factory is Possible Using Machine Learning

Article | December 7, 2021

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Manual, time-consuming operations like logistics and production-related documentation cost the average US business $171,340 annually. It saves thousands of manual working hours every year to automate these everyday procedures. Using Deep Mind AI, Google was able to lower its data center cooling bill by 40%. Creates More Business Opportunities Machine learning is frequently used in the production process. Substantial data analysis is required to create new items or improve existing products. Collection and analysis of huge amounts of product data can help find hidden defects and new business opportunities. This can help improve existing product designs and provide new revenue streams for the company. With machine learning, companies can reduce product development risks by making smarter decisions with better insights. Protects Company’s Digital Assets On-premise and cloud-based machine learning systems require networks, data, and technological platforms to function. 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The company evaluated customer data to find prior consumers who made purchases and spent more time browsing the website than normal. Albert used this data to categorize customers and scale up test campaigns. Using Albert, Harley-Davidson's sales climbed by 40% and leads increased 2,930%, with half coming from high-converting ‘lookalikes' detected by AI and machine learning. Final Words The groundbreaking benefits of machine learning are the pillars of machine learning applications in manufacturing. Machine learning in manufacturing helps enhance productivity without compromising quality. According to Forbes, Amazon has automated warehouse logistics picking and packing using a machine learning system. With Kiva's help, Amazon's typical ‘click to ship' time dropped from 60-75 minutes to 15 minutes. So, industry leaders are seeing fantastic outcomes, and machine learning in manufacturing is the future. FAQ How is machine learning used in manufacturing? 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It unquestionably aids in the identification and removal of bottlenecks in the manufacturing process." } },{ "@type": "Question", "name": "Which two forms of machine learning are there?", "acceptedAnswer": { "@type": "Answer", "text": "Machine learning is divided into two forms: supervised and unsupervised. In supervised machine learning, a machine learning algorithm is trained using data that has been labeled. Unsupervised ML has the advantage of working with unlabeled data." } },{ "@type": "Question", "name": "What is a machine learning model?", "acceptedAnswer": { "@type": "Answer", "text": "A machine learning model is a file that can recognize patterns. In order to learn from a set of data, you must first train a model using an algorithm." } }] }

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It's Time to Redesign Your Business with Manufacturing Analytics

Article | December 21, 2021

Consumer demand has shifted dramatically in recent years, and manufacturers are trying to adapt to this shift. To maintain high product quality, minimize costs, and optimize supply chains, manufacturing analyticshas become essential for manufacturers. Manufacturing analyticsis the process of gathering and analyzing data from various systems, equipment, and IoT devices in real-time to get essential insights. As technology takes over and enhances many of the processes we used to handle with manual labor, we are freed up to use our minds creatively, which leads to bigger and better leaps in innovation and productivity. – Matt Mong Manufacturing analyticscan assist in maintaining production quality, boost performance with high-profit returns, decrease costs, and optimize supply networks. This article will outline manufacturing analyticsand present a list of possible application cases. It will also highlight the benefits of manufacturing analyticsfor any shop floor or factory. Manufacturing analytics: An Overview With manufacturing analytics, we can streamline and speed up the entire process. Data interchange and automation helps in speeding up the production process. Manufacturing analyticsuses predictive manufacturing, big data, Industrial IoT, network virtualization, and machine learningto produce better scalable production solutions. Manufacturing analyticscollects and analyses data from many sources via sensors embedded in machinery to identify areas for improvement. Data is collected and presented in an easy-to-understand structure to illustrate where difficulties emerge throughout the process. In short, manufacturing analyticscollects and analyses large volumes of data to reveal insights that might improve performance. Users can also obtain automated business reports to reply in real-time. Why Manufacturing analytics is Vital for Leading Businesses There are numerous benefits of manufacturing analyticsthat drive any company’s production and overall manufacturing business growth. The benefits of manufacturing analyticsfall into three distinct categories as below. It reduces the overall cost: Analytics may save a significant amount of money if used more efficiently. Labor costs are also reduced due to automation and semi-autonomous machinery. Similarly, preventive and prescriptive maintenance programs may save money while enhancing productivity. It boosts profits for businesses: Manufacturers can respond swiftly to changes in demand using real-time insights in production, inventory management, and demand and supply forecasting. For example, assume the data indicates that they are approaching their maximum capacity. In such instances, they can increase over time, increase capacity, modify procedures, or tweak other production areas to adapt and maintain delivery times. Other unforeseen benefits: There are several advantages to the increased capabilities enabled by manufacturing analytics. These benefits include lower energy use, safer environmental practices, fewer compliance failures, and more customer satisfaction. Five Real-world Applications of Manufacturing Analytics Predictive Maintenance A machine's analytics uses aggregate data from real-time detectors to anticipate when it needs to be replaced or functioning irregularly. This process helps predict machine failure or equipment defects. Analytics can assist in determining a plant's capacity and how many products are produced by the unit in every production cycle, which is helpful in capacity planning. In addition, analytics may help determine the ideal number of units to create over time by considering capacity, sales predictions, and parallel schedules. Predictive analytics solutions can automate maintenance requests and readings that shortens the procedure and reduce maintenance expenses. Product Development Product development is an expensive process in manufacturing. As a result, businesses must invest in R&D to develop new product lines, improve existing models, and generate new value-added services. Earlier, this approach was in place by repeated modeling to get the finest outcome. This approach can now be modeled to a large extent, with the help of data science and technologically superior analytics. Real-world circumstances can be replicated electronically using "digital twins" and other modeling approaches to anticipate performance and decrease R&D expenses. Demand Forecasting Many factors that might help in the plan significant capital expenditures or brief breakdowns can be explained using historical data and a few high-impact variable strategies. For example, consider the seasonality of products like ice cream. As a result, historical market data and a few high-impact factors can help explain numerous variables and plan major capital expenditures or short-term shutdowns. In addition to demand forecasting, predictive analytics incorporates advanced statistical techniques. With predictive analytics, a wide range of parameters, including customer buying behavior, raw material availability, and trade war implications, may be taken into consideration. Warranty Analysis Warranty support may be a load for many manufacturers. Warranties are frequently based on a "one-size-fits-all" approach that is broader. This approach introduces uncertainty and unanticipated complications into the equation. Products may be modified or updated to decrease failure and hence expense by using data science and obtaining information from active warranties in the field. It can also lead to better-informed iterations for new product lines to minimize field complaints. Managing Supply Chain Risks Data may be recorded from commodities in transit and sent straight from vendor equipment to the software platform, helping to enable end-to-end visibility in the supply chain. Manufacturing analyticsallows organizations to manage their supply chains like a "control tower," directing resources to speed up or slow down. They may also order backup supplies and activate secondary suppliers when demand changes. Final Words Businesses should adapt to changing times. Using analytics in manufacturinghas altered the business industry and spared it from possible hazards while boosting production lines. Industry 4.0's route has been carved. Manufacturing analyticsis the key to true Industry 4.0, and without it, the data produced by clever IoT devices is meaningless. The future is data-driven, and success will go to those who are ready to adopt it. The faster adoption, the sooner firms go ahead of the competition. FAQ How can data analytics help manufacturers? Data analytics tools can help manufacturers analyze machine conditions and efficiency in real-time. It enables manufacturers to do predictive maintenance, something they were previously unable to accomplish. Why is data so crucial in manufacturing? Data helps enhance manufacturing quality control. Manufacturers can better understand their company's performance and make changes by collecting data. Data-driven manufacturing helps management to track production and labor time, improve maintenance and quality, and reduce business and safety concerns. What is Predictive Manufacturing? Predictive manufacturing uses descriptive analytics and data visualization to offer a real-time perspective of asset health and dependability performance. In addition, it helps factories spot quality issues and takes remedial action quicker by eliminating the waste and the cost associated with it.

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Spotlight

Zytek EMS

Zytek EMS is a women & minority owned company. Facility with 4 complete SMT manufacturing lines. Zytek EMS is a bay area leading provider of electronic manufacturing services, focused on providing superior quality end-to-end manufacturing solutions to leading OEMs across various industry segments. Providing turnkey solutions and value added services with a speed that is beyond industry standards.

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