This is part of our Customer Engagement Blog Series, where we will share four fundamental pillars of customer engagement framework and key strategies to help brands better connect with their product owners. Identifying customers and the products they own, our first framework blog, is already available on our website’s blog page.

Once you know who your customers are, the next step is to create meaningful, personalized interactions. That begins by thinking of them not just as buyers—but as owners invested in your brand. A customer’s connection to your brand shouldn’t stop at the checkout. In fact, that’s when the ownership experience begins. And when brands treat owners with care and attention, they build stronger, long-lasting relationships.

To support owners well, brands need to collect accurate data, keep it organized and use it wisely. This can be tricky—especially for durable goods companies—but it’s essential. A great ownership experience makes product support easier, strengthens brand trust and opens the door for future engagement.

Ownership Experience Management capabilities, like Concierge, our engagement channel solution, help brands deliver customized post-purchase journeys through intuitive digital tools such as Smart QR Codes and intuitive, data-based options for your customers. This makes it easy to provide ongoing value to product owners, right from their phones or device of choice.

Key Strategy: Dynamic, Personalized Post-Purchase Journeys

Here are two types of journeys every brand should offer:

Care-Focused Journeys

• Provide product manuals, how-to videos, FAQs and maintenance reminders.
• Offer easy access to claims, support and service.
• Make product care clear and stress-free.

Commerce-Centered Journeys

• Recommend accessories, extended warranties or services at just the right time.
• Use feedback and reviews to improve products and experiences.
• Add value during key ownership moments—not just after a problem.

Offering personalized ownership journeys shows customers that your brand values their entire experience—not just their purchase. And making these journeys easily accessible and based on context of who they are, what they own and how long they’ve owned their product, can make your brand stand out.

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