Hi Arthur, Let’s dive into the first question. Online commerce was booming in 2020, and so did consumer reviews. – How can brands better utilize this data to improve their customers’ experience?
Well, the data we are collecting through our online colored brain system for those that allow it, literally how they communicate and interpret the world around them… it is literally a simple blueprint of how to interact and even sell to them… which also provides the ideal data for VERY personalized customer experience and content.
What is one element that must always be considered when working on a CXM (customer experience management) strategy?
An understanding of HOW people consume information. Some will look at a page and if the content structure is not in line with how they feel is “the right way,” you have lost trust and reduced the potential for that client to buy from you. this is the colored brain model
Do you think personalization and customer-centricity are going to become increasingly more relevant in the coming year? How so?
As more AI comes in Yes, we are working on training an Arthur Carmazzi Bot that is learning all my books, my articles, my videos and will eventually be able to understand how to identify a person’s Colored Brain through conversation and then communicating and sharing with them as I personally would
What are some of the ways companies can strive to eliminate the CX Gap?
Stop using chatbots and automated service emails that annoy their customers over and over until they are no longer customers and incorporate gamified interaction based on understanding their customer’s genetic Ambiguity Relief process and use gamification to understand their primary motivators
What’s the most insightful book you read in 2020?
Well, I can’t hold myself from recommending the insightful book I wrote… ever: Game On – Reinventing organizational culture with Gamification
Last but not least, what is your favorite CX metric?
Customer Effort Score (CES)- Anything that is complicated is eventually doomed. If there were a CBS customer boredom score, that would be my second, make it fun and interesting
