
Leveling Up Brand Experiences: From Personalized to Anticipated
Dive into some of the challenges businesses face while creating personalized, anticipatory experiences, and how a robust conversational AI can solve them.
In the quest to become the world’s most beloved payments brand, two things are needed.
Education and relationships.
In this episode of Now Brands Talk, we interview Rob Park, COO at Helcim Inc., about the dos and don’ts of building long-term relationships with customers.
Join us as we discuss:
In the age of technology, are we forfeiting our humanity for the sake of ease and convenience?
More simply: Do you have to give up technology to keep your humanity?
Most people would probably say they'd like to keep it all. We want to build humanity into our technology systems and platforms as we go forward. To do that, though, we have to keep our humanity at the core of our business.
That's why customer service is fundamental — it's the place where human connection happens.
But… people ask… what about automation? Aren't AI companies looking to replace humans?
No, automation shouldn't replace humans. It's a misconception that CX bots can serve thousands of customers, thus replacing human CX teams.
In fact, automation should complement human CX teams, freeing your people to make a deeper impact.
The big secret is simple: do what you say you're going to do.
If you say your brand talks to its customers, then do that consistently, continuously, in helpful, sincere, authentic ways.
It's really that straightforward.
Of course, you build a brand that educates customers and helps them feel comfortable with your service. But everything goes back to doing what you say you'll do. Keeping your brand promises.
It's harder than it looks to make people feel heard and valued.
Owners at small- and- medium-size businesses often rely on one lens to the world — their own experiences of being a consumer. They're used to going to restaurants and stores where, should a problem occur, the staff do everything they can to make it go away.
But in a B2B service company working in a regulated industry such as financial services, all sorts of things make it difficult to provide that level of customer service.
You can't just wave a magic wand and make things appear or disappear at will in a regulated industry. But you can educate your customers. You can foster a common understanding of the situation they're experiencing.
In short, you can be there for them.
It's not good for either party to be in a hostage-taking situation. People should be with you because they want to be, not because they signed a contract that would be too costly to back out of.
How do we have long-term relationships?
By doing what we say we do, by being the company we say we are.
You want to hear people saying:
Education is key to that identity. Educating people creates trust, which fosters long-term relationships.
Get in touch with Rob at LinkedIn or Helcim Inc.
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.
Dive into some of the challenges businesses face while creating personalized, anticipatory experiences, and how a robust conversational AI can solve them.
To create the kind of meaningful connections people are craving in the post-COVID world, you need to infuse every conversation with empathy and emotion. And you need to do it at scale.
The key to personalizing ACX is to use all the data that’s available to you, including past interactions as well as personal information and demographics, to anticipate customer needs and make it as easy as possible for them to get things done.
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