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
2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I spend countless hours tracking down and changing all of the automatic payments that are “wired” to that card number. Often I miss several and have threatening emails and calls because my payment was “declined” (not so, just a victim here!). More and more I have moved to my longstanding digital wallet partner, PayPal. If a vendor takes PayPal, I’m using it for auto payments and for online shopping. I also just received my new iPhone 6 plus a couple of weeks ago, and have started setting up Apple Pay for use in stores (unfortunately one of my banks, Read More
In-transit contact with customers opens new marketing opportunities
Digital check-ins are nothing new to air travelers. Online check-ins are showing signs of maturity, and mobile check-ins are gaining ground quickly, according to J.D. Power & Associates’ 2012 North America Airline Satisfaction Study. As of June 2012, nearly half of all check-ins for North American airlines were conducted either online or through a mobile device, with mobile increasing from 5% of all check-ins in 2011 to 11% in 2012.