cover of episode #22 Advice for Harmonizing Business-Customer Relationships

#22 Advice for Harmonizing Business-Customer Relationships

2024/3/20
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Experts of Experience

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Dan Lubetsky
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Lauren Wood
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Dan Lubetsky: AI并非营销战略本身,而是辅助工具。品牌应关注AI应用的真实性和与品牌核心价值观的契合度,避免盲目跟风。在内容创作中,应注重控制,确保内容与品牌核心信息、目标和沟通策略一致,避免因内容偏差而损害品牌形象和客户信任。在客户支持和互动方面,AI可以提高效率,但不能完全取代人工,应注重人机结合,在合适的场景下使用AI,例如个性化推荐、自动化回复等。同时,品牌应关注消费者对AI的认知和期望,在个性化营销中,应注重平衡,避免过度,保持真实性和情感连接。 Dan Lubetsky还强调了数据的重要性,建议企业利用第一方数据和零方数据来更有效地了解客户,并根据客户需求进行个性化沟通。他认为,在数字广告和客户体验领域,品牌信任、内容的真实性和清晰度、AI策略以及多渠道策略是关键趋势。他还建议企业关注价值交换的平衡,在满足客户需求的同时,实现自身业务目标。 Lauren Wood: Lauren Wood主要从消费者的角度出发,探讨了AI在客户体验中的影响,并与Dan Lubetsky就AI的应用、风险和机遇进行了深入探讨。她对AI个性化营销的有效性、消费者对个性化程度的期望以及企业不投资个性化营销的风险等方面提出了疑问,并与Dan Lubetsky进行了深入交流。

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In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and understanding their needs and preferences. Dan also highlights the value of utilizing first-party and zero-party data to enhance customer insights. He shares his approach to staying informed on the changing technology landscape and provides an example of an impressive brand experience with Lomi. The conversation concludes with the advice for customer experience leaders to strike the right balance in the value exchange between businesses and customers.

Tune in to learn:

  • How AI can be a powerful tool in customer engagement and advertising, but it is important to use it responsibly and authentically.
  • Why personalization is key in creating a great customer experience, but it should be balanced with the customer's expectations and preferences.
  • How the use of AI in customer support and engagement is changing the way brands interact with their customers, allowing for more immediate and personalized communication.
  • Why finding the right use cases for AI implementation and understanding the potential risks and challenges is crucial for successful adoption.
  • Building trust with consumers requires effective communication and understanding their needs and preferences.
  • How utilizing first-party and zero-party data can enhance customer insights and enable personalized experiences.
  • Why staying informed on the changing technology landscape is essential for customer experience leaders.
  • Why striking the right balance in the value exchange between businesses and customers is key to success.

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