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Kayla Kilbride
6K posts

Kayla Kilbride
@KayKilbride
The girl who can turn your professor’s 60 minute finance lecture into a 60 second TikTok.
California, USA Katılım Aralık 2020
930 Takip Edilen37.8K Takipçiler

@KayKilbride You just described my Trader Joe’s except we have no parking lot.
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@averagejoelle Haha the smiles are too big for this to be true
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AI is going to destroy customer brand loyalty... here's why:
Customer loyalty is granted to the brands who can solve your problems (no matter how minor). Ex: @Starbucks "If it's not a 10, we'll make it again" or @amazon's game changing return policy.
93% of customers will buy from a company again if it provides exceptional customer service...
Meanwhile, 84% of customers will abandon a company if it provides a poor experience.
As customers, we know which companies will respond warmly to the questions like "I know these are the rules, but is there anything you can do??" Those are the ones who get our loyalty.
Real life example:
I used the @Sephora AI customer service tool today to get help with an issue. The AI customer service bot spat out textbook responses, and was unable to provide a human-like interaction that would have helped provide the exceptional service that I've been used to shopping with @Sephora for years. And since it's nearly impossible to get connected with a real person, my issue will go unresolved. The result? I'll look for brand loyalty somewhere else. And slowly but surely, based on the statistics above, 84% of customers will do the same.
Odds are, companies who over-utilize AI (at this point) will find brand loyalty decreasing until AI can learn to provide solutions that work around the typical textbook responses and offer a warm, exceptional customer-service experience.
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@retiredogs @fourducklings @PhilipEmanuele @theficouple @nrjklk Children do not cost $70,000/yr. They’re fine.
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@matthewesp @aaeriaal but also have it delivered from a plane with rose petals and love notes falling from the sky
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