DCX Links | June 2, 2024
From Steve Jobs' Wisdom to QR Code Drama: This Week's CX Hot Takes!
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Here are this week’s must-read links:
Verizon’s HITL Solutions
QR Code Backlash
Limited Time Offers Work
AI-Generated TV Shows Up the Ante on Consumer Expectations
Experience is everything
Steve Jobs on Customer Experience
Enjoy!
Verizon’s HITL Solutions
Verizon unveils new AI tools to transform customer experience | News Release | Verizon
We've all encountered the aggravation of lengthy wait times and unhelpful responses from our cell phone providers. Well, Verizon is looking to make a lasting improvement by introducing four new GenAI tools.
These tools are designed with HITL “human in the loop” - to work alongside Verizon's customers and frontlines as a personal "guide" to get to the best answers and offers available.
First up, they've got the Personal Research Assistant. This AI tool helps Verizon's team find the right info quickly, so they can answer your questions almost instantly. No more getting the runaround – they now get it right 95% of the time.
Then there's the "Fast Pass" to resolution. This AI matches you with the best customer care rep for your specific issue right away. Got a question about international service? You'll be connected to the best expert on that, not just a general support person. This saves you time and spares you the hassle of repeating your problem over and over.
In stores and online, Verizon's Personal Shopper/Problem Solver tool analyzes your profile to give you quick, accurate answers and offers. This means transactions are two to four minutes faster, and you get personalized service that actually makes sense for you.
Finally, the "Segment of Me" feature takes things up a notch by offering unique plans and products tailored just for you. This beats the old one-size-fits-all approach and keeps you more engaged with services that fit your needs.
Brian Higgins, the Chief Customer Experience Officer at Verizon, said: "We know every interaction is a chance to make a meaningful impact. AI is helping us exceed expectations by showing our customers we've got their back at every turn."
QR Code Backlash
Restaurant Menus Go Analog Again After QR Code Backlash - WSJ (Paywall)
This recent WSJ article examines the growing backlash against QR code menus in restaurants, which took off during the pandemic. They’re annoyed by privacy concerns and the hassle of scanning digital menus. As a result, some restaurants are bringing back paper menus or offering a mix of both. Older guests, in particular, are pushing back against QR codes. A restaurant in Seattle even noticed that using QR codes led to lower check averages and fewer tips for servers, affecting both revenue and service quality.
For a CX professional, this shows how crucial it is to understand and adapt to customer preferences. The frustration with QR codes seems to come from poor user experiences, like struggling to read PDF menus on phones. This means there’s a need for more intuitive and user-friendly digital interfaces.
This situation is a chance to improve digital customer interactions. By fixing the user interface and addressing pain points, restaurants can boost customer satisfaction and loyalty. It’s also a reminder of the importance of listening to customer feedback and being flexible with new technologies. Balancing innovation with ease of use is key to delivering great customer experiences.
Limited Time Offers Work
Restaurant menus lean hard on "limited time offers" (axios.com)
Limited-time offers (LTOs) are giving restaurants a fresh boost with fun items like IHOP's blue raspberry pancakes and Burger King's anniversary pie. These special deals keep customers coming back, especially with TikTok trends and rising prices. LTOs have exploded by 53% in four years, showing their massive appeal.
For CX pros, the takeaways are clear:
Keep It Fresh: Shake things up with limited-time features or exclusive offers to keep customers excited and returning.
Leverage Data and Trends: To spot trends and customize offers, use customer data. Gen Z loves "loaded" items, while Boomers prefer classics.
Create Controversy: Don’t be afraid to introduce bold and unexpected offers that get people talking. Controversial items can drive engagement and buzz.
Test and Innovate: Try out new CX initiatives on a limited basis. Gather feedback, refine, and then roll out fully.
Cater to Diverse Tastes: Understand your customers’ preferences and adjust offerings based on their feedback to keep them happy.
Tell a Story: Craft narratives around your offers, linking them to events or trends to make the experience more engaging.
Use these strategies to keep your customer engagement dynamic and exciting!