Contact us anytime to know more — Amit A., Founder & COO CISIN
Let's understand it as a luxury hotel illustration. Luxury hotels invest heavily in hiring, staffing, and training their staff to the extent that they make a great start, but great hospitality companies don't do it because they know how our brains are our personal memory functions, including our customers' memories.
I know it's worth it. It tends to be the easiest and most permanent memory of an item (or case) that occurs at the beginning or end of a sequence of any kind, such as your first moment as a customer.
(If you want to see for yourself what I've tried: I read to the audience a list of states, spices, and after a few minutes I ask the participants, there are still items they can remember.
, their answers are at the very beginning of this list and believable. They're clustered around the ones at the end, so far away from the ones in the middle of the list? They're usually completely forgotten.)
To mimic a world-class customer greeting, let's first consider the components involved.
1. Rate - Stay in a 5 star hotel and you'll instantly find the head of the hotel and the CEO of the resort.
Working directly in the lobby, rush in line for customers to wait 30 minutes or so. More than 45 were processed at the front desk. Isn't that impressive!
2. Personalization -Each great hotel will strive to make the encounter warmer and much more traditional by customizing the greetings guests receive using their name, along with other known information about the child's age and hobbies.
3. Disposal - Hot and fast goes so far only if the customer can't find where they want to go. In a hotel case, the positive effect of items 2 and 1 is completely offset if the arriving customer's reservation details cannot be immediately found within the system.
So what's the alternative for the rest of us?
while carefully deploying AI (artificial intelligence) without the need for luxury hotels, especially For companies that welcome customers (and prospects) digitally, it's virtually easy to get three components of a greeting.
directly. Like this:
1. Speed - With AI and chatbot installed, there's absolutely no delay in responding to customer inquiries, even if you don't have a Ritz-Carlton-level workforce.
Customers are often interacting with AI for the first time in a conversational context or through an AI-powered, dynamic search bar.
2. Personalization - AI and chatbots, if properly designed, can personalize the customer's first greeting and interaction.
I don't mean anthropomorphic personalization for bots to disguise themselves as humanoids, but depending on the brand, this might just be the ticket. I'm talking about intelligence deployed to respect something unique or specific with respect to the client.
3. Effect Closely linked to, but subtly different from, gender-#2, AI can dramatically (transformatively) increase potency by showing customers what they are looking for and answering what they want to find out.
This will take you away from step 2, personalization, by leveraging personalization to get customers where they need them. To opt for a simple example, we do not simply acknowledge the customer's location (personalization), but use those data points to respond to their queries in a beneficial way where they live.
Or, not just knowing the gender, but using it to give customers something they're more likely to actually search for without wasting time (or making them feel undetectable). Known as a lady.
AI acts as an individual employee's assistant rather than a remedy in itself.
AI-first solutions are very flashy, but not an ideal approach for every business, but I want to wrap up this article in another way that AI helps improve customer greeting and is already helping.
A less flashy way AI can help improve the greetings/initial interactions customers receive is to encourage humans behind the scenes to serve customers.
Imagine how much better an employee could be if he had AI in his hands as a quiet, powerful assistant. The luxury hotel version that launched this guide will likely deploy this support behind the scenes in the future.
Because in this context it is about face-to-face, human-to-human service. But there's no reason not to increase your service offerings through quiet, powerful tech buddies.
