Welcome to 3PM Snacks, a mid-week (and mid-day!) rundown of what’s going on in the worlds of eCommerce, big data, and artificial intelligence. We hope you find it informative and easy to digest.
It turns out that customer service is just as important today as it was in the 1960s, albeit, much more difficult due to the myriad channels in which customers can interact with your brand. Oh, and those customers, they expect instant gratification and instant resolution of their issues. That’s why good brands are investing in technology tools to meet their customers wherever they are, and the *best* brands are doing that plus mining all those customer interactions for insights. As MarketingTech reports:
By categorizing data, such as buying patterns, support issues, languages, channels etc., you can build a 360-degree view of your customers and their behavior. This can be used to deliver an experience that will resonate with the customer, and they can build a stronger connection with your brand. […] Whether interacting with customers or tuning into conversations about your brand, your business needs to be available everywhere your customers spend time, which could mean a much wider portfolio of digital channels than you might expect.
Because Walmart will catch it.
Well, sort of. Actually, Walmart is going to be in your refrigerator a lot if its InHome Delivery Service — which launched on Tuesday — takes off.
Under the new program, customers can order groceries and other household items online and have Walmart employees deliver the items right into the customers’ kitchens or garages using smart technology that gives them a one-time code to enter customers’ homes.
Recognizing that most people are uncomfortable with strangers in their home, Walmart employees will live-stream their deliveries via wearable cameras. It’s unclear at this point whether Walmart plans to use this footage for some sort of boring reality TV show.
According to Bloomberg, Walmart has introduced a program to temporarily lower the price consumers pay for some items on its marketplace. Walmart’s new strategy, dubbed the Competitive Price Adjustment program, will be applied to “selected sellers and selected items only.”
You may be thinking, “Wow, what a great innovation by Walmart.” If you are, you’re about two years behind in the eCommerce news cycle. Amazon introduced a similar program in 2017 and, spoiler alert, it didn’t turn out that great.
But, hey, Walmart, good luck with your latest “innovation.”