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February 2018

27 Feb NPS®: Measuring Customer Loyalty

Posted by: Karin Siccardi
NPS®: Measuring Customer Loyalty
  NPS®: Measuring Customer Loyalty This is definitely not the tune you want your customers to be singing after an experience with your company. Back in 1962, when the Rolling Stones were just beginning their journey toward becoming one of the most successful rock bands of all time, business owners didn’t yet truly understand the importance of customer satisfaction.
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22 Feb Frankly, Google, We Don’t Give a Damn

Posted by: Karin Siccardi
Frankly, Google, We Don't Give a Damn
Our relationship with Google isn't quite as tumultuous as that of Rhett Butler and Scarlett O’Hara, but there does seem to be a touch of drama with their ever-changing processes. Because we actually do give a damn, we’re here to help you understand their latest changes.
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20 Feb Cashier-less Amazon Go Store Hits Customer Experience Mark

Posted by: Matthew Van Deventer
Cashier-less Amazon Go Store Hits Customer Experience Mark
Amazon Go Store Logo QUICK FACTS: Amazon Go Open Date: January 22, 2018 Size: 1,800 square feet Location: 2131 7th Avenue Seattle, Washington Hours: 7AM-9PM, Monday-Friday Technology Used: Computer vision, deep learning algorithms, sensor fusion Beta Version Open Date: December 5th, 2016 (It was built in Amazon’s Day 1 building, or Amazon Tower II, and only open to employees.) Why: “We asked ourselves what if we could create a shopping experience with no lines and no checkout? Could we push the boundaries of computer vision and machine learning to create a store where customers could simply take what they want and go? Our answer to those questions is Amazon Go and Just Walk Out Shopping.” -Amazon Go FAQ
Imagine walking into a store, shopping to your heart’s content, and then leaving. What’s missing? Mostly cashiers and lines. No money is exchanged in-store. Put your chosen items right into your backpack (We know, we’d feel like we were stealing, too!). Don't want that item you took off the shelf? Put it back! Don’t worry, you won’t be charged. There’s no standing in line with three items, waiting for someone to check out with a whole cart-full—there’s no standing in line in general! Sounds like a sci-fi flick, right? Walk in. Walk out. That’s pretty much the model for the new Amazon Go store that opened up in January this year. No lines, no wait, no checkout—a shopper’s dream come true. At 1,800 square feet, it’s a small retail store—a bodega or convenient store—that dishes out fresh, ready-to-eat breakfast, lunch, and dinner options, many of which are made in-house. People can also buy grocery staples like milk, bread, artisan cheeses, coffee, and locally made items like chocolate. Very affordable ready-to-make, boxed meals, similar to Hello Fresh or Blue Apron, are also on the shelves. You can even get the usual junk foods sold at convenience stores. And there’s a small section where you can buy alcohol, with a human on guard checking I.D.s. According to the store’s FAQ website, it relies on computer vision, deep learning algorithms, and sensor fusion; the technology used in driverless cars. All you need is an Amazon account (of course!) and a fairly up-to-date iPhone or android smartphone. When customers walk in they scan their phone at one of the sort of subway-turnstile looking kiosk blocks at the front of the store, put their phones away, shop, and leave when they have everything you want. If you take something from the shelf, it’s queued up on your phone. Put it back and it’s taken off the queue. When you’re done shopping, just leave and your total is deducted through your Amazon account.  
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09 Feb Know Thyself and Know Thou Team

Posted by: Karin Siccardi
Know Thyself and Know Thou Team
Socrates, our favorite Greek philosopher, is known and revered for the Socratic Method, but did you know that he’s also the author of one of the shortest and sweetest phrases we’ve all heard? γνῶθι σεαυτόν - Know Thyself.
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07 Feb Bitcoin Users Put Tokens Down on Online Reviews

Posted by: Matthew Van Deventer
Bitcoin Users Put Tokens Down on Online Reviews
Despite being one of the most relied-on resources for customers looking to choose a product or service, the online review world has a couple of black eyes— it’s not always as transparent and forthcoming as we’d like it to be.
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