Post by account_disabled on Mar 9, 2024 6:48:37 GMT
Buy are increasingly blurred, and we define ourselves through what we consume, attributing even very humanized qualities to brands . This shows us that it's no longer about having excellent products and a super receptive audience; it's about having a very cohesive brand persona that will interact, be present in the social context and be relevant in the dialogue you maintain with your audience to create unique experiences . We consume because we want an Country Email List experience that escapes the commonplace of our lives, that positions us as unique individuals. In this search for impactful experiences, we don't see many brands that do this excellently. However, brands like airbnb, nubank and starbucks have become a reference in experience marketing, precisely because they understand their niche and build the product/service as just one of the brand's pillars. Before talking about customer success, understand the market with a focus on experience the focus on experience is an evolution of the market, which has moved from product or customer-focused development to understanding that all stakeholders involved in delivering value impact the end customer experience . These brands have become more receptive to building dialogues with customers.
This brings up a provocation: when was the last time you had a nice conversation with a brand? And when was the last time you had a friend? When a friend recommends a product or service to us, we get excited because we know that that dialogue is unique, that the friend knows us and will make personalized recommendations. Many brands still don't understand this, as they don't realize that communication and conversation are very different things. If your customer increasingly wants to talk to you and wants to have a personalized experience, how can you do this with the high volume of interactions received every day? Having a huge team to handle social networks, customer service channels, chat and even thinking about all the communication is not the best solution. To gain speed and scalability, it is important to invest in automation . Talking about conversation and experience is understanding that ai will optimize resources and enable people to be allocated to generate enchantment and connection . Artificial and human intelligence together for better experiences do artificial intelligence and humanization seem like antagonistic concepts? They shouldn't be.
Talking about ai in these contexts means working with a high volume of data, algorithms, integrations and automations that give speed and optimization to a team that will continue working with enchantment . Thinking about this benefit that artificial intelligence brings to your team to humanize experiences, what do you need to know to have a high-performance team that generates success for the customer? Here are 5 guidelines for customer success with artificial intelligence: 1. Timing by 2020, 85% of interactions with brands will not involve humans, according to a gartner study. Customers already expect brands to be available on the channels they use and when they want to interact. Google has already been talking about zmot, zero moment of truth in the purchasing decision : your customer is researching a solution and has doubts, if you don't have a quick and digital presence on the channels they want, they will give up. Therefore, the first step to achieving customer success with artificial intelligence is to have the speed to implement, evolve and reach your customer.