cover of episode #42 Preserving Human-to-Human Relationships in Retail

#42 Preserving Human-to-Human Relationships in Retail

2024/8/7
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George Hansen: 本期节目讨论了创新技术如何彻底改变零售业，提升客户满意度，以及如何打造无缝的线上线下购物体验。他强调，应优先考虑客户需求，并利用技术赋能员工，提升其服务能力。他以床垫行业为例，阐述了销售人员在客户体验中的核心作用，以及如何通过数据驱动型洞察来改善睡眠健康。他认为，人工智能等新技术应用应以客户价值、员工价值和公司价值为出发点，技术应服务于战略，而非主导战略。他还分享了公司如何通过‘床垫匹配器’等工具，以及数据在连接线上线下体验中的作用，以及如何通过暂停市场营销活动来优先处理客户与销售人员的一对一沟通，从而提升客户信任度。他强调了人际关系在零售业中的重要性，并认为人工智能应作为辅助工具，而非替代人类与客户互动的工具。最后，他还分享了公司内部开发的应用程序，以及数据如何驱动销售转化率、净推荐值和平均订单价值的提升。 Lauren Wood: Lauren Wood作为主持人，引导George Hansen阐述了在零售业中，特别是床垫行业，如何利用技术提升客户体验和员工效率。她特别关注了线上线下体验的无缝衔接，以及如何平衡技术应用和人际互动。她与George Hansen探讨了人工智能在零售业中的作用，以及如何避免过度依赖技术而忽略人际关系的重要性。她还强调了员工赋能的重要性，以及如何通过提供合适的工具和技术来提升员工的工作效率和客户满意度。

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George Hansen discusses the role of technology in retail, emphasizing the importance of starting with customer needs and leveraging AI to enhance strategies rather than leading with technology.

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On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.

Tune in to learn:

  • The Role of Sleep Experts in the Mattress Industry
  • The Need to Preserve Human-to-Human Relationships in Retail
  • The Importance of Building Trust and Transparency in the Age of AI
  • How to Create a Seamless Online-to-Offline Experience
  • How To Improve Sleep Health with Data-Driven Insights
  • Why You Should Be Mastering the Art of Better Sleep

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