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
Street Fight Launches Third Annual “State of Hyperlocal” Survey
We’re kicking off our third annual executive survey about the state of the local marketing ecosystem. We welcome readers to share their thoughts on the state of the industry by filling out a short survey on what their companies are prioritizing and what challenges they’re facing. As a thank-you, we’re offering a free report or a discount on Summit tickets.
Latest Posts
LBMA Podcast: TubeMogul and Factual, Estimote’s Mirror Beacon
This Week in Location Based Marketing is a weekly video podcast from the Location Based Marketing Association with Asif Khan and Aubriana Lopez. On the show: Washington D.C. Wifi, Thinfilm + Sarine Technologies, Cardiff Blues & GCell, AyudaX, Huawei teams with China Mobile, Marriott’s TED talks, eBay & Myer VR stores, WalMart’s self-driving carts.
Street Fight Daily: Twitter Offers Native Ads On Audience Platform, Media Buy Leverage Changing
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Twitter Offers Native Ads to Brands on Audience Platform… GroupM’s Brian Lesser: The Nature of Media Buying Leverage Has Changed for Good… This App Lets You Compare Ride-Hailing Prices As Well As Driver Payouts…
Belly Launches Loyalty Platform for Enterprise Retailers
According to the company, the new product will be considerably more flexible than Belly’s original loyalty rewards program for small businesses, giving retailers with large physical store footprints the opportunity to design more unified experiences across in-store, mobile, and online channels.
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Beyond Search: AI Visibility the New Growth Lever for MULO Brands