Each week, eMarketer runs a five-question quiz. The most recent quiz deals with how digital savvy you are. It involves 5 questions that enable you to test your digital marketing IQ.
The quiz takes less than five minutes to complete. So, what is your digital marketing IQ? Good luck. 🙂
Click the image to take the quiz.
As we know, firms regularly look at new ways to enhance the customer experience. One tool growing steadily more popular is the chatbot. Yet, we must better understand chatbots perceived effects on customer service. In other words, how happy are shoppers with chatbots?
To learn more about chatbots, look at these posts:
Recently Professors Nancy Viola WĂĽnderlich and Stefanie Paluch published a paper on “User Perceptions of AI-Based Service Agents.”
In a recap of that paper by Future Customer, we learn the learn the following:
“In normal conversation, there helpful clues indicate how a statement should be interpreted. Facial expression, gestures, tone of voice, and volume help indicate whether “Isn’t that great” should be interpreted as praise or sarcasm. Today, a large part of communication takes place without seeing or even hearing one’s conversation partner. Meanwhile, chatbots are becoming increasingly capable. For example, they can recognize annoyance in a spoken or written statement. And then respond to it. But do they respond correctly?”
“The study by WĂĽnderlich and Stefanie Paluch is one of the first studies to investigate the role of artificially intelligent customer advisers. Importantly, they hone in on three questions:
“In addition to conducting a large-scale quantitative survey of chatbot users, the authors also tested various forms of chatbots. These included avatars, via experimental studies to determine their effect on perceived authenticity.”
To review more of the just-cited summary by Future Customer, click the image.
Both store-based and online retailers recognize the importance of seasonal employees. Have too few and customers might not be properly serviced. Have too many and operating costs might be too high. Thus, what is the proper balance? Let’s turn to Vermont Teddy Bear for some insights.
As Mike O’Brien reports for Multichannel Merchant (MCM):
“With unemployment low, keeping distribution centers and fulfillment centers staffed up is more of a challenge than ever. Thus, E-commerce companies are scrambling to fill positions. And the big gear-up for peak season hiring will be here before you know it. Aside from automation, what can you do to ensure a sufficient workforce in various demand scenarios as wage pressure increases?”
“In our latest MCM CommerceChat podcast, Katie Langrock, vice-president of operations for Vermont Teddy Bear, talks about her company’s approach to recruitment, hiring, and retention in a highly seasonal business that’s tucked away in northwest Vermont. Katie shares about the competitive pressures she faces in her labor market, about providing incentives and perks, balancing peak season and permanent staffing, creating a fun work environment, and a host of other issues affecting workforce and labor management for her company.”
Click the play button to listen to the podcast.
Retailing: From A to Z 