News and Analysis
What Does Customer Experience Mean in a Voice-First World?
The trend of moving customer experience beyond the screen has been dubbed “conversational customer care.” It’s still unclear just how many channels are included under this umbrella or how the future of conversational customer care will look. Brands that are dealing with demanding customers can’t afford to sit back and wait for this to play out. Screen-free customer experiences could be the future. They could be just a single touchpoint in the broader context of customer experience strategy. Or, they could just be a passing fad.
But the chances that voice-first customer experiences are a fad seem to be shrinking.
5 Ways to Reduce Errors in Voice Ordering
Restaurant chains like Wingstop, Domino’s, Panera, and Round Table have created their own skills to make it easier for people to place orders through voice assistants like Amazon’s Echo and Google Home. But before voice ordering can truly disrupt the restaurant industry, restaurants have to find ways to reduce the friction and eliminate the kinds of errors that lead to the wrong orders being delivered.
Here’s how some of the country’s top restaurant chains are overcoming the challenges associated with voice ordering and developing more frictionless customer experiences.
96% of Companies Say They’re Losing Subscribers for Fixable Reasons
Ninety-three percent of companies that rely on subscribers say retaining existing customers is as or more important than acquiring them, and 96% say they are losing subscribers for reasons they should be able to ameliorate. That makes pooling industry resources and determining means of improvement urgent, and that is the precise subject of a new report by Brightback, a customer retention software firm.
Commentary
How Marketers Must Prepare for the Voice-Connected Consumer
As digital media surpasses traditional, marketers must prepare for the changes that will result from connected devices becoming a common source of customer experience. Local search will be of paramount importance as consumers turn to their voice devices, and eventually their connected cars and appliances
State of Hyperlocal: Location Data Is Key R&D Priority Now and Longer-Term — AI and Voice on Horizon
Location data and analytics are a key R&D priority both now and in the longer term for companies supplying technologies and services to the connected local economy, according to Street Fight’s latest reader survey. Those companies deem AI and voice technology as two areas that require investment now, with an eye on a later payoff.
Follow-Up Thoughts on the SMB Marketing/Operations Universe
“Regardless of the right package, the key for both agencies and small businesses is to choose best-of-breed components in each galaxy that integrate with each other so that you can add relevant and profitable services over time,” David Mihm says to Mike Blumenthal in their bi-weekly column.
Latest Posts
New Report Shows Urban SMBs Do Better with Agency Help
Street Fight’s new analysis, The Urban SMB Report, indicates that local business owners in big cities get better results from their digital marketing efforts by not doing it themselves. The more they outsource, either to internal staff or to an agency, the higher their satisfaction rating. But there is room for improvement.
Brand Battles in Depth: Looking at Starbucks vs. Dunkin’ Donuts
The series demonstrates the real complexity of cross-platform digital marketing and the importance of a data-driven strategy in identifying meaningful objectives and tracking performance. This commentary explains how Brand Battles are constructed and how their subject areas fits into the bigger picture of local marketing for national brands.
The Importance of Location in Today’s Innovation Dialogue
It’s hard to overstate the importance of location in today’s business innovation dialogue. While consumers are online more than ever before, they continue to live their lives in the physical world. According to the U.S. Department of Commerce, while Americans spent $97 billion online in Q2 of this year, offline retail sales amounted to more than $1 trillion. The vast majority of transactions still occur in-store, and that makes location targeting an immensely powerful tool for brands.
Street Fight Daily: AT&T to Acquire Time Warner, Mobile Moves to Majority of Google Ad Rev
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… AT&T To Acquire Time Warner, Becoming Latest Media Giant with Cross-Device Mojo… Mobile Moves to Majority Share of Google’s Worldwide Ad Revenues… How Quartz Sculpts a Global, Mobile-First Brand…
Street Fight Daily: Google Introduces Location Affiliate Extensions, Didi ‘Definitely Going Global’
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Google Drives In-Store Foot Traffic Through Online Affiliate Location Extensions… Didi’s President Says China’s Ride-Hailing Giant ‘Definitely Going Global’… The Where Factor: How Location Data Offers a New Marketing Edge…
How Location Data Influences Consumer Buying Decisions
According to a new report from YP, 37% of consumers won’t consider local businesses with inconsistent information online, and 32% won’t consider a business with the wrong information listed on its website. Even inconsistent messaging and website content is enough to dissuade multi-channel shoppers.
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The Road Ahead: What Autonomous Cars Teach Us About Marketing Automation