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 the End of Network Neutrality Could Affect SMBs and the Public Interest
For many years, the government’s assessment of the public interest was to encourage Web access to all. The current FCC, however, contends that this position is better met by eliminating the net neutrality rules — that SMBs will be able to have a variety of ISP options based on their actual needs with the end of the net neutrality rules.
Latest Posts
Street Fight Daily: Salesforce Brings AI to the CRM Masses, Yelp Courts Developers with New Program
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Salesforce Brings AI to the CRM Masses with New System, Einstein… Marketers Are Getting the Snapchat Targeting Data They Want. Will It Scare Off Users?… Google Trips App Helps Plan Personalized Travel…
Street Culture: Trans-Atlantic Travel Helps Unacast’s Team Build Trust
Every month, one half of the company’s employees travel to visit the other half of the employees — the engineering team is located in Oslo, Norway and the commercial team is in New York City — as a culture-building activity, giving employees a chance to connect while in the same time zone.
LBMA Podcast: Everyware, Shake Shack, and Carling’s Beer Button
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: Delta Airlines + Snapchat, Revel Systems & Punchh, OfferUp gets $119M, Hilton Hotels, IKEA’s Dining Club, Trackr + Alexa, and Neiman Marcus.
Street Fight’s Big 3
Street Fight Columns
Street Fight Categories
Independent Agencies Are Getting Boxed Out of Adtech