You can now watch Will Payman, VP of Strategy at Macquarium talk on the rise of voice technology. Will was speaking at CXTalks, Atlanta, and his 10 minute presentation was one of several presentations that focused on innovation and customer experience. In this talk he proposes that we are at the beginning of a new experience revolution and that voice technology is following a similar trajectory to that of the smartphone and mobile apps. This revolution will effect ever business in the same way as the smartphone did.
Customers want to connect with their favorite brands, and smart brands understand that customer engagement is key to building long-term customer satisfaction and loyalty. Good customer engagement builds an emotional connection between a customer and a brand, leading to increased frequency of purchases, higher average spending, and a much higher propensity to choose that brand in the future.
There are many avenues of customer engagement, but at the heart of it is personalization. Customers want to feel like their voice is being heard, that they’re important and valuable to the company. We see this every day in the social media world, where customers can speak directly to brands on Twitter and Facebook and get personal attention that may be lacking in other channels. But even as fast as social media moves, it’s still a non-real time interaction and doesn’t guarantee a response.
We’ve all known this day was coming for some time now. Much like Mark Pincus returning to Zynga, tech giants gearing up to buy Twitter, and $20,000 Apple watches selling out in a matter of minutes, Google changing its search algorithm to favor mobile-optimized sites was inevitable. A much-needed shift to account for a world where 80% of all online adults now own a smartphone.
Topics: Emerging Technology
Since its launch, the beacon technology has garnered considerable market interest. Curious minds across many industry segments have been asking themselves...
Frustrated with your current retail customer experience? Don’t worry. It’s changing rapidly, and as consumers, we have a lot to look forward to.
Business As Usual Has Been Disrupted
Time and again, customers embrace brands that go beyond selling products and services to providing meaningful utility in their lives. Consider the disruptive offerings by companies like Uber, who transformed a functional task into an effortlessly enjoyable one, changing consumer behavior seemingly overnight. Every day, we read about more companies like Uber, who are upending traditionally well-ensconced business models—not by inventing the new, but by re-imagining the customer experience for a particular market segment, applying the many possibilities of emerging technology to significantly improve the value that the experience provides.
“We do not currently support Apple Pay!!” According to numerous industry articles over this past weekend from the likes of Verge, Mashable, GigaOm, a number of retailers—Walmart, Gap, Best Buy, Old Navy, 7-Eleven, Kohl’s, Lowe’s, Dunkin’ Donuts, Sam’s Club, Sears, Kmart, Bed, Bath & Beyond, Banana Republic, Stop & Shop, Wendy’s, and most major U.S. gas station chains—have dug their heels in. Collectively, these retailers have formed a joint venture (MCX), to build their own mobile payment app, called CurrentC, which is planned to launch in 2015. MCX has been working on a mobile payment solution since 2011, to avoid paying the 2-3% credit card transaction fees charged by the likes of Visa Inc.