From the course: Customer Service Using AI and Machine Learning (2020)
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Custom solution examples: Customer experience
From the course: Customer Service Using AI and Machine Learning (2020)
Custom solution examples: Customer experience
- If you boil it all down, we have two big jobs in customer service: creating great customer experiences and doing so efficiently. Let's focus on how AI and ML can help us create great customer experiences. Before we go too far with that, we probably should say what we mean by a great customer experience. A recent book called "The Effortless Experience" from the Gardner subsidiary CEB looked carefully at thousands of customer service interactions. They wanted to find out what things were best at creating customer loyalty. Somewhat surprisingly, they found that even wow experiences weren't very good at moving the needle on loyalty. Their provocative conclusion was stop trying to delight your customers. On the other hand, their research showed that it was incredibly easy to erode loyalty. The biggest predictor of loyalty erosion was service experiences that took a high degree of effort from the customer: too much time, too much…
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