Great customer service can be a hard art to master – check out some quick tips to help improve your online reviews.
Art teaches us! Look around. Things are changing. The Asian Contemporary Art Buyer sources art from around the world, not just locals. And, The Hong Kong Polytechnic University has an online class that teach about new worldwide innovation called “Industry 4.0 How to Revolutionize Your Business”. The art website and class draw in expertise from everywhere and you need to do so too! Take this class or any class about the upcoming changes. Soak up all the knowledge you can about AI, drones, sensors and robotics so that you make sure you see how to leverage any or all of them for your customer journey! And yes, keep your eye on your current process too and continue to make it a value adding experience that creates a firm platform for these upcoming changes.read more
Art teaches us! Michael Davies created this beautiful photo by tossing hot tea into the air. He simply mixed it up! Took something normally used to keep you warm and tossed it! How can you leverage both new technology and your service staff in various non-traditional ways to create better service? Do you let your team step out of their box and work collaboratively when it gets busy or are you rigid? And, are your artificial intelligence or robotics implementations creating an opportunity for more flexibility or reducing it? As Davies did for art, strive to create a culture where your employees adapt, change and collaborate to provide the very best customer journey.read more
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
Experience the art of great customer service.