Great customer service can be a hard art to master – check out some quick tips to help improve your online reviews.
Art teaches us! What can you do today to best understand how to integrate AI into your customer journey? Do you actually do a lot of it already but just not as broadly defined? I think so. Christies sold it’s first AI generated painting called Portrait of Edmond Belamy By G AN (Generative Adversarial Network) late last year for $432,000, 45 times it’s high estimate. And just last night, Kai-Fu Lee was on 60 minutes discussing his book “AI Superpowers, China, Superpowers and the New World Order”. In both cases, it’s clear that we all have to start to understand and think even today about how AI works and how it can improve the customer journey.read more
To keep up with the Jones’s and try out new customer journeys, do you end up with just a 3D illusion instead of great service?
These 3D chalk artists create illusions, but do you really want to do that with your customer experience? AI, multiple versions of delivery, dining and retail settings are great but are your service levels still intact? 3D chalk art dates back to the 1700s and if viewed at a certain angles, the art appears to be real. Make sure your new customer journey processes stand the test of time and reality too!read more
What a visual! Great consistent service can be disappearing just like Azevedo’s Melting Men. It’s almost impossible to maintain wonderful things across all locations and calls. What you thought was “solid” simply fades away after you do a sight visit or monitor calls. Cluttered with generic, vague online feedback you might not realize that the specifics behind your brand’s service have faded. A mystery shopping program fills that gap. You get to see if the steps in your service model are still there. This Melting Men display is meant to be temporary but your service cannot be.read more
This Joep Buijs’ painting captured the happiness mood, can you do so too in your holiday customer journey?
Burn this image into your brain for the next 60 days. Make customer happiness your goal this busy service season. You decide. What large and small things can you do to bring this kind of happiness mood to your customers? In a busy restaurant, online with delivery, in a store, make it happen. The happiness captured by Joep Buijs is exactly what each person wants this holiday season. Why go in a store or restaurant or by online if no one cares when you get there? Fix that.read more
What does “outsider art” teach us about diversifying business models and technology use for your customer journey?
As you “branch out” and either try new services or technology, do you really know what you are getting into and then make some miss steps? Or, are you like an “Outsider Artist” that can create and become famous without training? Outsider artists are simply individuals that are not career, highly trained or technical, but by practice and creativity, become well known in the art world. Business models are becoming very complex. And are there risks with that? Yes! But succeed by being creative but careful and continuously learning.read more
I visited a casual dining restaurant recently and the song “Don’t forget about me” came to mind. We see it in art all the time now and really everywhere. New concepts are tested out each day. This particular sculpture from the Stuttgart IDC-ITKE was assembled entirely by robots and drones. The complexity of what these new technologies can provide are endless. And so are the new options available for restaurants. Think new always! But as the song goes “don’t forget about me”, the customer.read more
The future of tone management in the customer journey are endless! Do you really think your customers are “tone deaf”? Well, they’re not. Have you ever “heard” the tone of a close relative change when something is wrong? Of course you can. Luke Jerrum is well known for his multidisciplinary art. This huge harp will play music even when there is very little wind and Jerrum knows you can hear all the tones. Customers can hear even the slightest tone change too. Artificial intelligence it already starting to advise team members when it hears certain negative tones. Customers and team members are not tone deaf at all. Start to factor tone in your plans.read more
An artist in the news lately caught my eye. Can you try new things in your customer journey to stand out like his art does? What can you do that might be “event based” but make your customer’s journey more interesting and enjoyable? Artist come up with new ideas all the time and you can too.
This artist did. He switched from just being just another graffiti artist to transforming landscapes into temporary art pieces. He just tried something new. Switzerland artist Guillaume Legros, who goes by Saype, leverages biodegradable products to create new and interesting large art pieces on hillsides and grass areas. Saype uses just water, flour, linseed oil and color pigment that simply disappears with rain or when the grass needs to be cut. By just trying something new and different, he is now known around the world for his massive works. The girl names “Future” in his most recent piece “Message of Hope” puts Saype in the spotlight again for his unique switch from graffiti. You too can create and experiment to heighten your brand and service image. Some in the retail and food industries are stepping out of the box to move their brand forward.read more
Like these giant hands holding up a bridge, what spontaneous “helping hand” can you add to your customer journey?
What can you do with your customers to improve their journey without them having to ask for it? Art makes us think. Designed to connect a cable car station to a garden, The Golden Bridge was created to make that connection interesting and fun. This 150-meter walking bridge in Da Nang, Vietnam, designed by TA Landscape Architecture reminds us that we all should find creative ways to lend a hand to our customers. Just any form of a “helping hand” will do. What would you like to see happen if you were your own customer? Do that!read more
You better check! Unleashed innovation might be awkward and tangled too! Did you implement online orders but the pick up area is in the back? Can customers tell which order is theirs? Or, do you simply have lengthy voice response options, long check-out lines, or missing signage? Jeffrey Wall’s photo called “Untangling” clearly shows us the mess created with old processes but subtly shows new processes can be tangled up too! New has to be better, not more complicated. Check your customer journey!read more
Just like creators of super heroes, can you harness simple super powers to improve your customer journey?
Comic authors and artists create super heroes that harness unique small powers to conquer evil. Creating simple moments of good service is all it takes to improve your customer experience. Christian Nauk, from Berlin, Germany, created this Spiderman image. He captures the concept that just a simple small person can do “good” even against challenges much bigger than them. Christian simplified the regular comic image to create a clear, interesting visual. Super heroes are followed closely as a sign of hope around the world. In Thailand, for instance, they can be seen towering over the entrance to Buddhist temples. How interesting is that! Comic-Con International conferences are attended by crowds consistently and, as you know, superhero movies are a huge hit. Make small moments special for your customers too.read more
It’s a choice to have “a good man” image, isn’t it? “Good man” is just a phrase/term (it could be woman too). If your organization as a whole does not reflect the image you conjure up when you say the phrase “a good man”, then take a step back with new eyes and fix the flaws. Maybe you have changed your product, or automated the check-out process or added layers to your voice response that didn’t end up being a “good” thing for your customers? If you want “a good man” image both internally and externally, reassess your brand periodically.read more
Experience the art of great customer service.