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merl-out · 10 days

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Breaking Customer Promises and The Harms of Online Business

I ordered a laptop from BestBuy on sale. The next day, I received an email that the order was cancelled. I pulled up a chat to ask why exactly my order was cancelled.

They don't deliver to hotels.

Okay. Sure.

I asked if I could change the address to my work place and was told to fully re-order everything and I would receive a refund for the post-sale price difference. Okay. Sure.

I received the laptop, and it wouldn't turn on.

I took it to my nearest BestBuy. They swap it out easy as pie. I think to myself, "I should've just gone here from the beginning."

Ah, but no matter. I have a laptop and it works great!

I wait a week. No refund. I call them. They assure me, I'll receive an e-mail with the refund in 48-72 hours. Okay. Sure.

I wait another week, just to give them space to process the influx of end of year orders. No refund. I call them again. "The billing cycle takes a month," they tell me, "the refund will come in around 30 days."

Okay. Sure.

It's been four months, friends, and I finally reach out again. Armed with my case ID number, three BestBuy supplied chat logs of customer service agents promising me my refund, a free day and a whole lot of righteous fury. How could they deny me this? I explain all of this to John, the customer service agent. And what does he say to me?

"Sorry to hear this, it is very disappointing, however I will try to resolve your issue as soon as possible. I would like to inform you that, we do not have an option to honor the price match for the old price for canceled order."

…What? Excuse me? I explain again, "They've all told me differently. I have evidence of your company representatives promising me this refund."

"I’m truly sorry to hear about your experience and I’m sorry you are having to face this issue. Please accept our sincere apology for the inconvenience caused and incorrect information provided by previous agent. As it is canceled order we do not have an option to honor the previous sale price." John tells me, merciless.

But it wasn't just one agent, I argue. I have proof. They all told me the same thing. So, I Karen. I admit it, I tell him, "Let me speak to a supervisor."

"I can surely arrange for a supervisor, but I want to let you know that I've thoroughly investigated all potential solutions in this situation. Believe me, if there were any available options to provide you with refund, I would have already taken care of it. Getting a supervisor wouldn't have been necessary since I've already explored this option on your behalf." John tells me.

And here's the thing, friends, I do believe him. He doesn't seem like a bad guy, even though he's complicit in stealing money from me, but in the words of an anachronistic Anne Boleyn, like what was I supposed to do? What's the worst thing that can happen, John, if I ask to speak to your manager? Explain it to me.

Is it a waste of my time? Four months after the theft occurred, to chase down $430 like some cadaver dog sniffing up and down a river after the frost melted to see if I can pick up on a trail? After four months, will one more conversation, one more long shot, really be the straw that breaks my back?? At worst, what will happen, John? Will I waste more company time? Good. I hope I waste at least $430 of company time. Frankly, I hope I waste more.

A supervisor is reviewing the chat logs now before they get back to me. They're a floor supervisor, but they didn't provide a name. Pray for me, friends.

#best buy #customer service hell #customer experience #i wrote all of this while the supervisor is back reading #i don't think i'm getting a refund guys

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gregkihlstrom · 1 month

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#501: AI and the CMO with Amanda Cole, CMO at Bloomreach

Today we’re going to talk about the impact of AI on Chief Marketing Officers, as well as personalization and how, with the help of AI, it might finally be the year of personalization.

To help me discuss this topic, I’d like to welcome Amanda Cole, CMO at Bloomreach, as well as an Executive Board Member at the MACH Alliance.

Resources

Bloomreach website: https://www.bloomreach.com

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Check out the latest episode of The Agile World

#branding #greg kihlstrom #agile #customer experience #cx #washington dc

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dianagivenchitech · 5 months

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dangalante · 4 months

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Trends in AI & Generative AI: Insights from The 2023 AI Summit New York

Last week, I covered the AI Summit in New York. I was excited to learn about the trends in AI and generative AI and to see some commercial applications of these new technological advancements.

Patrick Murphy of UAB led the AI Exhibitor hub. Patrick shared insights from his research on Entrepreneurship. He shared how start-ups use AI, and Generative AI to scale up and bring products to market.

Generative AI is being used in the following eight ways:

Content and Asset Generative

Automated Processes

Ideation

Financial Management

Project Design

Optimized Structures

Acceleration and incubation

Ethics and Risk Management.

There was a pitching completion where start-ups did pitches in multiple rounds. At the beginning of the competition, they received advice from judges on best practices.

One of the start-ups that was of interest was Botwise. Jan Nowak shared how his team shared a use case on how they leveraged Language Learning models (LLM)using statistics and GPT solutions for rapid automation in customer service for Mylead.global is a platform that allows influencers to earn money. As a result, MyLead.global was able to screen influencers faster and better for their big brand clients.

AI-Powered Use Cases from across the board panel discussion

Leaders Saira Kazmi Ph. D. (CVS Health), Matthew Blakemore (Creative Industries Council) Taha Mokfi (HelloFresh), Kriti Kohli (Shopify), and Kris Perez (Data Force) share how they use chatbots, improving both the buyer and seller experience using AI. How AI can be used in video games to identify levels of violence and how AI can improve in healthcare and Radiology reducing the amount of time images are read while improving accuracy and detail.

Another interesting Panel was by Tim Delesio CTO of techolution

Tim asked What’s driving the explosive rise of AI all of a Sudden?

The answer is the economics of the labor market.

On the demand side, he cited labor shortages and persistent high inflation.

On the supply side, he cites the rise of ChatGPT and, major scientific and Technological breakthroughs in the past five to seven years.

He shared trends in AI for 2024 that include:

Physical Labor with AI to help deliver small batch sizes with high-precision quality control

Improved customer engagement by providing a new generation of customer service agents using Generative AI

Tim demonstrated some of these trends when he ordered a soda using an AI-powered robotic arm.

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The booth had another machine showing how AI can enhance inventory management when items are ordered.

I was amazed to see some AI Tech that techolution brought to the marketplace.

On that note, I saw an AI-powered Kiosk by Graphen where a man ordered his food and paid. This company is using AI to revolutionize all industries.

Man orders food AI Kiosk

Man pays for food at AI Kiosk

There were so many great talks and exhibits.

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Additional pictures can be found on Instagram.

I want to thank the AI Summit for having me as their guest. If you want to use AI and Generative to improve business outcomes, sign up for the AI summit in your city.

What do you think is next for AI and Generative AI?

Comment and share below.

Additional pictures can be found on Instagram.

#marketing #sales #ai #generative ai #technology #tech #customer experience #innovation #Youtube

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sneakersenvy · 1 year

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https://instagram.com/stories/sneakers_envy/3053835269886938054?igshid=MDJmNzVkMjY=

Nous sommes ravis de vous accueillir sur notre réseau " INSTAGRAM " aujourd'hui pour une expérience immersive au cœur du business. Les stories sont un moyen fantastique de partager des moments authentiques et de communiquer avec notre public d'une manière directe et personnelle 😃

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constantcreates · 8 months

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Audience Personas: Crafting Your Idealized Customer

The Power of Personal Connection

When you look at how huge the internet is, and dreams seem to come true when you go viral, it might seem like aiming to reach as many people as possible is the best approach. But really, the brands that stand out and make a lasting impression are the ones that know their audience and connect with them in a meaningful way. That's where audience personas come in - they're like a map to help you find and connect with your ideal customers.

Audience personas aren't just boring profiles - they're all about understanding the people you want to connect with on a deeper level. You need to know what makes 'Jane' tick, what 'Rohan' struggles with, and what a day in the life of 'Alejandro' looks like. By using audience personas, you'll be able to create messages that really speak to people.

The Basics of Audience Personas

Let's chat about personas! They're seriously powerful and can help you get a clear picture of the people you're trying to reach. Here's what it really means.

Definition and Purpose: At its core, an audience persona is a fictional representation of your perfect customer. But it's not just some random imaginary character. You should build this character based on real data and insights from your actual customers. Why bother, you may ask? It's simple, really. Personas help you create content and marketing that's just what your customers are looking for. That way, everything in your strategy feels like it's tailor-made just for them.

Beyond Traditional Demographics: Sure, age, gender, and location are important. But audience personas are way more than just a list of statistics. They're all about the dreams, challenges, and motivations of your ideal customer. For example, let's say your data tells you your customer is a 28-year-old woman who lives in New York. A persona might take it a step further and remind you she's a young entrepreneur with a green thumb who's all about sustainable fashion and has trouble finding eco-friendly suppliers.

Coherent Brand Message: Have you ever come across a brand that just gets you? That's because they've got a refined persona that just so happened to align with you. You’re the type of person they were looking for! An audience persona ensures that your message hits home, and all your content feels like it's made just for your audience. Because let's be real, your brand is more than just a cool logo or a great website. It's about the story, the connection, and the vibe.

At Constant Creates, we always like to mention a consistent brand identity is key to making that connection. And a well-crafted audience persona is one of the many tools to help you transform your brand into a story that speaks straight to your audience's heart.

Elements of a Well-Defined Persona

Every artisan needs their toolkit, and when crafting audience personas, there are certain tools you simply can’t do without. Here’s what goes into building that perfect persona:

Descriptive Information:

Name: Gives your persona a human touch.

Age: Helps in understanding generational perspectives.

Occupation: Offers insight into their daily life, challenges, and aspirations.

Other demographics like location, family status, or education can further refine the picture.

Psychographic Elements:

Hobbies: Are they into yoga? Maybe they love indie music festivals?

Interests: What sparks their curiosity? Tech? Art? Travel?

Challenges: What problems do they face in their daily life or in business?

Motivations: What drives them to act, purchase, or engage?

Communication & Consumption Habits:

Do they listen to podcasts during their daily commute?

Are they active on LinkedIn or more of an Instagram fan?

How do they prefer businesses to reach out to them? Email newsletters or YouTube videos?

Connecting with your audience is an art, my friend, and we're here to help. It's about weaving a visual and emotional tapestry that captures their attention. And just like a work of art, every element, every color, every shade matters. That's why, at Constant Creates, we emphasize the importance of crafting cohesive visuals to complement your brand, because your audience deserves nothing but the best.

Creating Your Ideal Client Using Visual Tools

Imagine a blank canvas, waiting for your first brushstroke. 🎨 When crafting audience personas, you're essentially painting a portrait of your dream client. Using visual tools not only makes this process more vivid but also more accurate.

The Power of Visual Representation: Our brains process visual information 60,000 times faster than text. When you have an illustrated or visualized persona, you can instantly grasp who they are, what they like, and how they might respond to your brand's message. It's all about creating an immediate connection.

Illustrations for Clarity: An illustrated persona is more than just an avatar. It embodies the soul of your target audience. From the clothes they might wear to the gadgets they use, these finer details paint a comprehensive picture. Our team at Constant Creates specializes in Character Designs and Illustrations that capture the essence of your brand's audience.

Aesthetic Alignment with Brand Visuals: Your brand is unique, a reflection of your passion and drive. Your persona's visual representation should mirror this. By ensuring aesthetic alignment between your persona and your brand, you craft a seamless narrative that resonates on every level.

Diving Deep with Psychographics

When it comes to truly connecting with your audience, age, gender, and location are just the tip of the iceberg! To really understand what makes your audience tick, you need to dive deeper into the ocean of psychographics. 🌊

Beyond Surface Metrics: It's easy to get caught up in the numbers, but real connections happen when you understand the heart and soul of your audience. What are their dreams, fears, and desires? Psychographics offer a treasure trove of insights into this intimate territory.

Aligning Brand's Values with Your Audience: Authenticity is more than just a buzzword. In branding, it means aligning your brand's values with those of your audience. When these stars align, magic happens. Think of it as a dance. When both partners move in harmony, the dance feels fluid and captivating.

Design and Content Choices Informed by Psychographics

Color Palettes: Did you know that colors can evoke emotions? The shade you choose can either soothe or energize your audience. Dive deep into our guide on Color Psychology in Social Media Design to make informed choices.

Font Styles: From bold to elegant, the font you pick tells a story. It's a subtle yet powerful way to convey your brand's ethos.

Remember, your brand is more than just a logo or a tagline. It's a living entity with a heart, soul, and voice. And understanding your audience, visualizing them, and resonating with their inner world is the key to unlocking a genuine connection. Discover more about the magic behind it with our post Finding Your People: The Power of Understanding Your Target Audience.

Watch Out for These Traps When Creating Audience Personas

Creating audience personas can be super helpful, but there are a few things that could get in the way while building them. Don't worry, we've got your back, and we'll make sure you don't get lost in the process.

The Assumption Trap: It's easy to rely on your gut instinct and make assumptions when you're imagining your ideal audience. But be careful; assumptions can lead to some major marketing failures. Always back up your personas with solid research, data, and insights.

The Over-Segmentation Maze: While it's important to be specific, don't get too carried away with breaking everything down into tiny segments. If you try to please everyone, you might end up pleasing no one. So, strive for balance. Your brand should have a clear voice that speaks authentically to your core audience.

Stale Personas – The Silent Killer: Things change, markets evolve, people grow and change, and new trends pop up all the time. If you're still using a persona that you created five years ago, you're probably not getting the results you want. Make sure to regularly update and refine your personas to make sure they reflect your current audience.

Avoiding these traps isn't just about avoiding mistakes; it's about finding your way to success. For more tips on what to watch out for in your branding journey, check out Steer Clear of These 7 Brand Identity Mistakes for Business Success.

Crafting Your Brand’s Future

Looking back, we can see that audience personas are more than just a tool - they're a brick in the foundation that allows brands to build real connections. It's about having a conversation, understanding, and building bridges between your brand's core and the hearts of your audience.

Excited to start this journey? Crafting your own audience personas is easy! Begin with our helpful "Customer Persona Template" and pave your way toward a genuine and impactful brand story. Remember, in today's crowded market, having a cohesive brand identity is not a luxury - it's a must.

But your journey doesn't stop there. We've selected a range of tools and resources tailored for brands like yours. Dive into our treasure trove of resources and keep the spark of learning alive. Whether it's design tips, brand strategy insights, or the latest industry trends, we've got you covered! Check out our Branding Blueprint Blog, our Freebies, or, for weekly tips sent straight to your inbox, join our Fridays With Faye weekly newsletter!

At Constant Creates, we're here for you every step of the way, cheering you on at each milestone. Let's get started! 🌟🚀📚

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mtariqniaz · 9 months

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The Transformative Benefits of Artificial Intelligence

Title: The Transformative Benefits of Artificial Intelligence Artificial Intelligence (AI) has emerged as one of the most revolutionary technologies of the 21st century. It involves creating intelligent machines that can mimic human cognitive functions such as learning, reasoning, problem-solving, and decision-making. As AI continues to advance, its impact is felt across various industries and…

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bdccglobal · 10 months

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DevOps is transforming the travel industry, paving the path forward for a better customer experience.

Learn how this innovative approach is enabling travel companies to streamline their operations, reduce costs, and deliver exceptional service.

Don't miss out on this informative read!

#devops #travel industry #travel #customer experience #innovation #services

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ennobletechnologies · 11 months

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AI Transforming Marketing: Top 5 Ways | Ennoble Technologies

With technological advancements in the modern world, Artificial Intelligence (AI) plays a major role in almost every sector. You can experience its contribution in all the sectors of your everyday life, be it the health sector, everyday shopping, and much more!

With AI, solving problems will be faster and more efficient. AI can analyze and collect data by prioritizing and identifying potential audiences.

It has a deep-rooted impact in all the spheres around you, including the direction of marketing too! Are you interested in learning how this technology brings a wave of transformation in marketing? Read this blog to find out how AI is changing the world of marketing and opportunities.

Top Ways in which AI Transforms the Marketing Structure

Without a second thought, AI has taken over marketing patterns. AI is sure to bring significant changes to the marketing industry, but it has its merits and limitations too!

Check out the top 5 ways in which the game of AI is changing the prospects of marketing, particularly digital marketing in the present context!

· Understanding Consumer Behavior: Assessing consumer behavior and patterns is of utmost importance for marketers. And AI does this job perfectly for you! By using AI, you can now gather valuable information about your consumers, including their preferences, tastes, and demands.

AI can trace down what your consumers buy, search, or view over the internet. This technology will provide you with a huge dataset so you can analyze what your potential customers really want!

As a marketer, you can understand what your consumers are looking for accurately and efficiently! You can use a variety of AI tools to track your customers’ behavior and collect real-time data about their experiences!

· Curated Content: Apart from understanding your customers’ behavior, AI will help you curate personalized experiences for them too! Along with understanding their consumption patterns and choices, offering customers personalized recommendations is no longer a challenge!

Don’t you love getting updated about the latest deals and discounts through email from your favorite brands? Your emails, ads, and pop-ups are based on the preferences you have expressed on online platforms. Those catchy pop-ups and notifications that always grab your attention are the perfect example of curated content creation with the help of AI.

• Predicting The Future Trends: You must be able to predict upcoming trends and patterns when developing different products and services. But what are the chances that future trends can be forecasted? With AI, it’s now possible!

AI marketing is known to identify emerging trends and popular culture. By doing so, we will be able to develop products that will meet the trends. This activity is carried out by studying behavior patterns, preferences, and social media platforms. AI will present predictions for future campaigns and product development in the table!

Read More: https://ennobletechnologies.com/digital-marketing/top-5-ways-how-ai-is-transforming-marketing/

#AI #Consumer Behavior #Customer Experience #Digital Marketing #digital marketing strategy #EnnobleTechnologies

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gregkihlstrom · 3 months

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#480: Search and the Customer Experience, with David Ting, Zenni Optical

Recently, Zenni Optical, the world's leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search platform to improve its customer experience and elevate its position as a leading destination for online prescription eyewear. This change helped contribute to a 34% surge in search revenue, amongst other benefits.

Today we’re going to talk about the power of search in improving the customer experience and generating greater revenue.

To help me discuss this topic, I’d like to welcome David Ting, CTO at Zenni Optical.

Resources

PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding!

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

Check out the latest episode of The Agile World

#branding #greg kihlstrom #agile #customer experience #cx #washington dc

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writtenbyevie · 1 year

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had someone at my job call from our other location and we both used our Customer Service Voice™️ the whole time and just was like

#two bots chilling on the phone #lots of fake laughter cuz they’re not sad!#work memes #retail memes #retail #customer experience #ai #bots #evie’s jeevies

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dianagivenchitech · 5 months

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#restaurant tips #customer experience #customer engagement #customer satisfaction #restaurants #restauraçãodepisodemadeira #restaurant branding #atmosphere design

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financetechnology · 1 year

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What Is Buy Now, Pay Later (BNPL)? How does it work?

First created decades ago, the concept of Buy Now Pay Later (BNPL) is the idea of consuming goods and services first and then paying post-consumption. It is not something new in society– in fact, it has been trending for years at local restaurants and eateries. Shopkeepers or owners practice this in a form of a ledger entry for every individual that would buy things and then collect the compensation at the end of every month. For this, the payee would diligently record all the purchases and send over the details. Individuals can tally them and return products that are not relevant while paying for the rest.

But one question that comes to mind is how it works on a larger scale and does the payee lose money on the interest by not getting the money immediately?

Before we move on to answer this question. Let us check a few quick facts.

Almost 10 percent of eCommerce transactions in Australia are paid using BNPL.

BNPL proved to be the fastest-adopted payment method in India and UK in 2020.

More than half of US customers prefer to use BNPL services.

It is estimated that BNPL will account for 12 percent of total global eCommerce spending by 2025.

Well, the facts show that BNPL is quite popular among customers across various countries. So what exactly is BNPL?

Buy Now Pay Later abbreviated as BNPL is an alternative digital payment method that permits customers to purchase goods and services without committing to the full payment upfront. By doing so, customers will get the leverage to immediately finance their purchases and pay them back in fixed installments over time. For example, a customer making a $1000 purchase gets the leverage of paying back in say four interest-free installments of $250.

These services are widely used by businesses, especially eCommerce retailers in order to increase conversion, and average order value while also reaching new customers. It is reported that businesses that use BNPL services have a 27 percent incremental uplift in sales volumes.

For more: https://fintecbuzz.com/what-is-buy-now-pay-later-bnpl-how-does-it-work/

For more such Updates Log on to https://fintecbuzz.com/ Follow us on Google News Fintech News

#BNPL SERVICES #BUY NOW PAY LATER #CUSTOMER EXPERIENCE #DIGITAL PAYMENT #FINANCE #FINTECH #FINTECH NEWS #PAYMENT

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