As a proponent of omnichannel conversational commerce, I’ve been fascinated by technologies that improve indoor (or in-store) customer experience. Of course, there is always a balance to be struck between “creepy” apps (which smack of unwanted surveillance and privacy invasion) and “intelligent” assistance (which brings several technologies under the control of shoppers to improve their experience). In reality, there is no black-or-white distinction between the two. The toggle is whether an indoor tracking app delivers true value to a shopper or passer-by.
Here are a couple of examples. Satisfi, which started life as a company called SuperSolver, uses an indoor location aware mobile application to provide a direct feedback loop between a customer and a “the person in charge” at a business before he or she leaves the premises and Tweets or posts a review on Yelp!
The End of Traditional Customer Service Model
There are thousands of flights every day, transporting millions of passengers all over the world. In the midst of all this traffic, there is one experience and emotional experience that everyone has faced so far: confusion.
We all know traveling can be a confusing experience, and it’s easy to become frustrated in an unfamiliar environment. Unexpected delays, locating the correct gate, and lost or missing baggage can lead to the rise in the level of frustration, anger, and hopelessness among flyers. Prior to the age of social media, customers would reach out to customer service representatives to ask for directions, information or other miscellaneous concerns. Through the efforts of the customer service representative, customer concerns were examined, logged, and transferred to the airline and airport headquarters for evaluation. Customers were patient, given their only option was to wait “on hold” with customer service on the phone in order to receive their information. Read More
Japan Airlines (JAL) staff at Tokyo’s Haneda airport are being provided with smartwatches that work in conjunction with Bluetooth Low Energy (BLE) beacons, to give management a way to assign staff more efficiently and respond more swiftly to customer requests.
Beacons are being placed at each of the airport’s domestic terminal one boarding gates, with staff issued with Galaxy Gear 2 smartwatches. The LG G Watch will also be tested during the pilot, JAL says. Read More
This afternoon I was pleased to have the opportunity to present at Sprinklr‘s Social @ Scale event in Toronto, as part of an impressive lineup of speakers featuring Mitch Joel, Keith McArthur, Di Gallo, Mathieu Legace and Tara Hunt.
In my presentation – entitled The Power of Loyalty in Social Media – I posited that social media presents an opportunity to drive significant ROI through customer loyalty. That means shifting from one-way advertising to focusing on customers.
I focused on several insights: Read More
Rajat Paharia launched the gamification industry in 2007 with the founding of Bunchball. Now, he’s taking
back the word “loyalty” to actually mean something to marketers, customers, employers and employees. His book, Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification, reveals the technology, techniques and philosophy used to create true loyalty and generate a sustainable competitive advantage.
Evolution of Loyalty
In the business context, loyalty gives people a compelling reason to stick with your business and resist competitive offers. The first version of loyalty programs (loyalty 1.0) originated as points and rewards systems used to motivate customers, from frequent flyer miles to “buy ten get one free” punch cards. Loyalty 1.0 programs are purely transactional and fail to generate lasting loyalty. Read More
As a marketer, you may find yourself wondering if your customers are actually loyal to your brand, or just to your loyalty program. You may also wonder if your customers are emotionally invested in your brand or if they only purchase from you out of habit and because of the discounts they are given through your loyalty marketing efforts. Does a loyalty program REALLY provide a feeling of loyalty between a brand and their customers?
According to Bond Brand Loyalty, 29% of customers agree that they wouldn’t be loyal to a brand if it weren’t for their loyalty program. Bond‘s Love Matrix (as shown in the photo) displays Read More