April 30, 2024 AI chatbots are taking over customer service, but most of us would rather wait for a human Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. BY Christopher Zara “Please hold for the next available agent.” For busy … Continue reading AI chatbots are taking over customer service, but most of us would rather wait for a human
By Morra Aarons-Mele April 09, 2023 When anxiety is making you miserable, it’s easy to see it as an enemy that must be vanquished at all costs. But brain science reveals a different story. The brain’s main job, quite literally, is to keep us alive. It does this not only by regulating … Continue reading How to partner with your anxiety, rather than letting it make you miserable
By Jeff Beer March 25, 2023 During Thursday’s four-hour-long grilling of TikTok CEO Shou Zi Chew before the House Energy and Commerce Committee, lawmakers covered a lot of ground in terms of national security and dangerous content concerns around the wildly popular social app. But one question was not explored. Where are the brands … Continue reading Why aren’t brands that advertise on TikTok using their power rather than just waiting for a ban?
A new report from G2 shows buyers shifting away from vendor interactions as vendor trust wanes. Kim Davis on September 14, 2022 B2B decision-makers in the market for software, including marketing technology solutions, have less patience with vendor interactions and increasingly look to buy from third-party marketplaces and re-sellers. That’s the main takeaway from the … Continue reading Tech buyers increasingly prefer buying from third-party marketplaces rather than vendors
Consumers Find Things To Do Offline, Rather Than On Social Media by Laurie Sullivan @lauriesullivan, April 7, 2022 Consumers are shifting toward more intentional online behavior — moving from social platforms and toward editorial sites such as news and lifestyle websites, mainly because the content is more positively perceived. Some plan to spend their time offline. … Continue reading Consumers Find Things To Do Offline, Rather Than On Social Media
Daniel Burrus September 3, 2021 In a classroom at every Ivy League business school, there is a professor stressing to their Business 101 students that a business is “never too big to fail.” This has been the go-to generalization tagged to some of the most astoundingly catastrophic company failures of all time, including but not … Continue reading Rather Than Fear Disruption, Embrace It As A Viable Strategy
Daniel Burrus March 15, 2021 Artificial intelligence (A.I.), one of the 20 core technologies I identified back in 1983 as the drivers of exponential economic value creation, has started out simple. From Amazon’s Alexa, Siri on your iPhone, or proclaiming “hey, Google…” in your home, there are several small but impactful applications of A.I. that … Continue reading A.I. Requires Repositioning Your Workforce Rather Than Laying Them Off
Laura Patterson October 9, 2020 You may recall the astonishing research shared by the Conference Executive Board a few years ago that revealed that in the world of B2B (business-to-business), over 60% of the sales decision-making process is done before the sale is made. Whether you agree with the statistic or not, it sparked an … Continue reading Why You Need to Focus on Discoverability Rather Than Awareness
However, loyalty may be as much a function of inertia as anything else. Greg Sterling on November 26, 2019 Last year, Yotpo found that 90% of consumers surveyed considered themselves brand loyal, in contrast to the conventional thinking that loyalty was dead. That number hasn’t changed, according to this year’s survey of 2,100 U.S. adults; … Continue reading Brand loyalty remains high at 89%, driven by product and price rather than service
Mark LaScola — November 8, 2018 Follow @MarkOTM — November 8, 2018 geralt / Pixabay Historically, organization change flowed top-down. Executive teams would set up new initiatives, then pass those on to managers and expect employees to follow the course. Understandably, this method was often fraught with obstacles. Today, that strategy is outdated because workforces … Continue reading Rather Than Respond to Change, You Should Better Prepare for It
