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Digital Customer Touchpoint

In: Circular Economy Opportunities and Pathways for Manufacturers

Author

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  • Henrik Hvid Jensen

Abstract

Digital customer engagement is pivotal in the circular economy, enhancing interaction throughout the product lifecycle. Manufacturers can foster circular consumption patterns by leveraging digital tools and strategies, creating seamless multichannel journeys, and building customer trust and loyalty. Augmented reality (AR) and virtual reality (VR) revolutionize customer experiences, making circular concepts accessible. Digital platforms facilitate recommerce, offering easy access to redistribution models and extending product lifecycles through repair and maintenance services. Apps streamline recycling by providing information and directing users to recycling centers. Comprehensive product lifecycle tracking fosters continuous customer dialogue and trust. Ensuring digital readiness for third-party platforms enhances compatibility and customer satisfaction. Personalization, driven by customer analytics, encourages resource efficiency and waste reduction. This chapter explores how manufacturers can enhance customer engagement in a circular economy, illustrated by the fictive example of SmartFlow Pumps Inc. and Alex, an operations manager, highlighting improved customer experiences and support for circular principles. The digital capability map and checklist provide manufacturers with a structured approach to implementing digital customer touchpoints, ensuring optimized processes, enhanced product lifecycle management, and a more sustainable and profitable circular economy.

Suggested Citation

Handle: RePEc:spr:fuobcp:978-3-031-75279-7_14
DOI: 10.1007/978-3-031-75279-7_14
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