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Free Avocado

10/15/18 Comments Leave your thoughts

I really like avocado. Whenever I am trying to decide between two sandwiches at a restaurant, the one with avocado will almost always win. The other day, I was at the Stacked Pickle. I ordered their Turkey, bacon sandwich because I thought it came with avocado. When the sandwich was delivered, I asked the server about the missing avocado. He politely explained I had read the description incorrectly. The sandwich actually came with avocado-mayo. I didn’t have time to be disappointed, because he immediately asked if I would like a slice of avocado for my sandwich. I was impressed with...

Which Messaging Platform is Best for Business?

09/21/18 Comments Leave your thoughts

Messaging has become the communication channel of choice. Messaging is instant and makes communication with people half way across the world not only possible, but completely free. These advances haven’t just changed the way people communicate with each other, they’ve changed the way businesses communicate with their customers. Here are four messaging options businesses leverage to communicate with their customers: Text Messaging Today, texting is the most prevalent form of communication worldwide. Text messages have a 99% open rate, one of the highest open rates of all communication forms. One of the most common forms of texting used by businesses...

The 10 Biggest Trends Impacting Customer Experience in 2018 and Beyond

08/21/18 Comments Leave your thoughts

Customer experiences provided by machines using artificial intelligence Artificial Intelligence (AI) tools have become increasingly common in the past year. They are used in a number of recent technology trends. We are on course for entire customer experiences to be provided by machines online using AI. AI bots can also interact with other bots to solve customer issues. Alexa and Siri, two of the most common voice agents on the market, use AI to answer customer questions and even place orders for customers. AI allows employees to focus on other tasks instead of answering routine customer questions. It also keeps...

Why Don’t People Answer The Phone Anymore?

08/09/18 Comments Leave your thoughts

Nowadays, when you call someone, you’re more likely to get their voicemail than a cheery voice saying “Hello.” Phone calls used to be the primary way of communicating with everyone from your best friend to your doctor. In recent years, they’ve become less and less common. Not only are people not talking on the phone, they’re not answering calls at all. Here are some of the reasons why. Disruptive and Time Consuming A phone call interrupts what you are doing, and whether you’re at work or at home, it’s distracting. A call can also be time consuming. You don’t know...

Review This: Can You Really Trust Online Reviews?

07/31/18 Comments Leave your thoughts

Online reviews have gained considerable popularity in the past decade. Sites like Yelp have built their entire business around consumer reviews. Reviews are also shown on Facebook business pages, Google reviews and Amazon product reviews among countless others. And the research shows that reviews are incredibly important for a business’s success. For businesses that sell products to consumers, a product with five reviews has a 270% greater purchase likelihood than a product with no reviews. For service-based businesses, increasing their Yelp rating by one star can lead to a 5-9% increase in revenue. But reviews aren’t just important for businesses,...

Let’s Chat- Are Chatbots as Helpful as Companies Think?

07/11/18 Comments Leave your thoughts

In recent years, the usage of chatbots has drastically increased. Bots now account for more internet traffic than humans do. By 2025, the global chatbot market is expected to reach $1.23 billion, an annual growth rate of 24.3%. Chatbots behave as little digital website assistants and can be used for a number of tasks. They are frequently used as a customer service tool, popping up in the corner of a website asking if you need assistance. They are also used as sales and marketing tools, personal assistants on a website, or as digital voice assistants (e.g. Alexa, Siri) Part of...

Improve or Die- Avoid these Customer Experience Nightmares

07/02/18 Comments Leave your thoughts

It has been 9 years since the release of the now-infamous song “United Breaks Guitars.” The protest song detailed the customer experience nightmare singer-songwriter Dave Carrol experienced after United Airlines broke his guitar during a flight and refused to compensate him for it. The accompanying music video, uploaded onto YouTube in July 2009, amassed more than 150,000 views in one day and resulted in a public relations nightmare for the airline. In an increasingly digital age, poor customer service experiences are often posted online, on review sites such as Yelp or on social media sites, particularly Facebook and Twitter. Sometimes,...

This takes too much (customer) effort

06/26/18 Comments Leave your thoughts

In 2010, the Harvard Business Review (HBR) published a now-famous article titled “Stop Trying to Delight Your Customers.” In that article, HBR conducted a study on customer satisfaction and introduced us to the concept of customer effort. Customer Effort Score (CES) measures customer perceptions on how difficult (or easy) it is to do business with a company. How can companies use CES? Companies can measure CES in a few different ways. The most common way is a simple survey question asking customers to rate the ease of solving their issue on a scale of very difficult to very easy, like...

Personalization: It’s Not as Difficult as You Think

06/19/18 Comments Leave your thoughts

The need for businesses to provide personalized customer experiences is growing, with customer experience professionals citing it as the number one changing customer expectation. Emarsys defines personalization as the implementation of a strategy by which companies deliver individualized content to recipients through data collection, analysis, and the use of automation technology. In simpler terms, it is a marketing strategy that focuses on making content suited for an individual customer based on what they know about the customer through data collection. Artificial Intelligence (AI) is being used more and more to personalize customer experiences. AI is able to perform human-like tasks...