CapTech Customer Experience (CX) expert, Jason Snook, recently spoke to multiple media outlets about how smart speaker (Echo, Alexa, etc.) ownership's user base and usage is evolving. He also shared how brands can capitalize on piloting voice and chat concepts with their customers.
Jason spoke about the 'war for your living room' – how the various smart speaker providers are fighting to gain users and help companies access consumers in new and innovative ways.
Jason's interviews were based around our findings from our second Annual Consumer Tech Survey. In the Fall, we polled 995 US consumers nationally regarding consumer attitudes towards privacy, device adoption, and Black Friday/Cyber Monday shopping behavior.
"Everyone can see the potential in these technologies… but the first thing vendors like Google Home and Amazon Alexa need to do is get the platform deployed either via a speaker in your car, a smart assistant on your phone, or a device in your living room. Then they can roll out value-added services," said Jason on Malvin Massey's Spotlight on 92 show on WUMR Memphis radio.
CapTech's findings showed that most consumers don't own more than one smart speaker device for their home so the vendor that provides the device can then claim "ownership" of that home.
Currently, primary uses for smart home devices involve listening to music, asking an internet search question, and/or setting a timer. It's at the two-year ownership mark where consumers tend to get more sophisticated in their use of these devices – using home automation tools or shopping with them.
Privacy concerns and ethical issues have begun to arise around smart speakers and Jason notes that consumers shouldn't be afraid of technology but should be thoughtful in the way that they apply it.
For more information about our research findings check out the following blog posts on the topic:
To listen to the radio interviews, click on the links below: