Building Brand Loyalty across the Smart Home

June 9, 2022 | 11 AM CT (12 PM ET / 9 AM PT)

RouteThis - Parks Associates free research WebcastComplete the form on this page to download this webinar.

Co-hosted by RouteThis and Parks Associates

The average household has 16 connected devices, mostly coming from the mature CE category. More than one-third of US broadband households own at least one core smart home product, with adoption growing across several product categories.

The 2-4% rate of return for individual smart home devices among broadband households is high, especially when you consider that only 8% of households purchased devices such as smart door locks, light bulbs, and video doorbells, and only 6% purchased devices such as smart cameras and thermostats. Additionally, Parks Associates research shows that 13% of consumers report they are not likely to purchase a new product from the same brand if they return a product from that brand.

An increasing number of consumers are experiencing multiple technical problems with their connected devices. Those experiencing technical problems seek help through a variety of channels, including the manufacturer, product manuals, and support forums. Brands need to offer a variety of support resources.

Price, smart phone compatibility, brand reputation and expert reviews tend to aggregate as the top purchase considerations for smart home devices. Ensuring success for consumers during device set up and once a device is installed helps drive brand loyalty ultimately. This webinar brings industry experts together to address the role of onboarding and support services for connected device owners, including the following topics:

  • The installation and setup process
  • How to help support Wi-Fi and connectivity issues
  • Proactive and predictive support services and tools
  • The costs and business impact associated with product returns
  • Smart home and CE devices consumers most wanted covered by support


Christopher Carney, Founder & CEO, Abode Systems

Desiree Mejia, COO & Secretary, SkyBell Technologies, Inc.

Jason Moore, Co-founder and CEO, RouteThis

Elizabeth Parks, President, and CMO, Parks Associates

Christopher Carney Christopher Carney, Founder and CEO, Abode Systems, Inc
Twitter ID: @goabode

Chris Carney is the CEO and founder of Abode Systems. Bringing over 15 years of experience in software and security technology, Chris developed abode to give consumers peace of mind in a simple home security system. Specializing in business development and strategic planning, Chris’ leadership has been instrumental to abode and its success.
Before founding abode, Chris was Chief Operating Officer at Proximex Corporation, which was acquired by Tyco Security. Chris was also the Director of M&A at security giant ADT. Chris holds a B.S. in Business Administration from the University of Rhode Island.

Desiree Mejia Desiree Mejia, COO & Secretary, SkyBell Technologies, Inc.

Jason Moore Jason Moore, Co-founder and CEO, RouteThis

Jason has over 10 years of experience in all facets of the industry, from silicon engineering to software development to SaaS sales. Prior to founding RouteThis, Jason was CEO of a leading video platform in the early smart home market.

Elizabeth Parks Elizabeth Parks, President & CMO, Parks Associates
Twitter ID: @elizparks

Elizabeth leads the marketing team and supports the research and operations teams. Elizabeth manages and directs the integrated strategic communications plan for Parks Associates, including advertising, public relations, and marketing campaigns for research and events hosted by Parks Associates. Elizabeth is the key organizer for all of Parks Associates' events, including CONNECTIONS™. She also supports Parks Associates' Business Development Team with prospective client searches, overall support, and maintenance of Parks Associates' databases.

Elizabeth joined Parks Associates on a full-time basis in 1998 after graduating from the University of Texas at Austin with a BA in psychology.

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