Customer Experience Lounge – taking customers on a live journey through our product portfolio
In the past, websites and catalogues have been the way to go when displaying a product portfolio to customers. However, a large variety of options can be overwhelming when making a purchase decision. We needed a better and more tangible solution. We needed a place that allowed customers to experience our elevator products for themselves – live and hands-on.
Our solution: Customer Experience Centers to experience our product portfolio through digital technologies such as virtual reality and interactive apps. The first center of this kind opened in 2017 in Pune, India and has been so well received that a second one was opened in 2019: The Customer Experience Lounge in Bengaluru.
Different rooms of the Customer Experience Lounge feature different parts of our elevators – for example different button setups for the user interface.
Creating experiences and simplifying decision-making
“Our experience centers give customers a better insight into our organization, our key strengths and unique engineering abilities. Our customers can experience the qualities that make us stand out from the competition for themselves.”, explains Manish Mehan, CEO of thyssenkrupp Elevator India.
The Customer Experience Lounge in Bengaluru is a place where we can take our customers on a journey, reassure them in their purchase decision or show them appropriate alternatives, suited perfectly to their individual requirements. The visual and haptic presentation of our products help our customers to envision the elevators in their very own buildings – and ultimately builds trust in our offers.
Why we opened a second Customer Experience Center
"We wanted to meet our customers' expectations and repeat the success of our first Customer Experience Center in Pune, here in our new customer lounge in Bengaluru," says Manish Mehan, CEO of thyssenkrupp Elevator India.
"The Bengaluru Lounge houses four mock cabins with a design that is suitable for high-quality residential and commercial projects. Customers can choose from various elegant control panels and cabin designs to create an aesthetically pleasing elevator of their choice."
Skillfully staging our broad product range for elevators
“Our new Customer Experience Lounge in Bengaluru is unique in terms of design and scale. Additionally, to what we offer in Pune, here we deploy advanced digital tools such as 3D Mapping Projection of our innovative product TWIN.”, explains Mehan.
Digital technologies such as virtual reality and interactive apps make innovative elevator and system solutions such as the MULTI, the TWIN, ACCEL and MAX tangible and easier to grasp. The vivid memories of our products that customers take away from a visit to the Customer Experience Lounge help to better allocate the products and ultimately decide more easily on the right one.
Our Customer Experience Center and Lounge facilitate sales by building trust
Thanks to the direct support at our two Customer Experience Centers and the first-hand experience of our portfolio, our customers are well advised before purchasing one of our products. To put it simply: With us, what you see is what you get. This transparency creates positive experiences as well as trust and is how we build long-term customer relationships and ultimately facilitate sales.
Manish Mehan summarizes the positive effects of the Customer Experience Centers: “We have seen customers coming to our experience centers and sealing the deal. It helps in bolstering our brand image and upholds our unique German engineering abilities and lineage.”