You Ask, I Answer: Should You Deploy a Chatbot?
Hamid asks, “Should my business deploy a chatbot for marketing and customer service? What are the reasons or risks?” Chatbots – and any form of automation – promise a programmatic, uniform customer experience. There are two considerations for making this...Business Strategy: Don’t Be This Toilet Paper Dispenser
This toilet paper dispenser inspired me to share some thoughts on customer experience, business strategy, and what companies do most wrong: put themselves before the customer. Can’t see anything? Click here to watch on YouTube. You might also enjoy: How I Think...Customer Experience: What Kind of Employee Are We?
Here’s a brief thought exercise. Would you hire this employee? If they were on your staff, would you retain them? Punches the clock exactly, and refuses overtime without significant compensation Does the absolute minimum work possible to not get fired Spends their...Great Customer Service in One Slide
Service is the dominant form of industry these days. Everything is a service; in fact, -as-a-service is appended to an enormous number of industries. We have software-as-a-service. (the online apps economy) We have platform-as-a-service. (the API economy) We have...What is CX? What is Customer Experience?
Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous...AI for Marketers Book
In this all-new, completely-rewritten Third Edition of AI for Marketers, learn:
- What AI is and isn't
- 5 practical applications of AI in marketing
- Key questions to ask of any vendor claims about AI
- How to prepare your company and your career for AI
