Stephen Story Of James River Transportation Wins METRO Award
The Richmond, Va.-based operator believes in measuring all aspects of the operation and then benchmarking it against other companies.
 |
MIAMI BEACH, Fla. — The biggest threat to the luxury transportation business lies in the impulse of a customer hitting a button.
If customer service interactions don’t match the quality and high level of service offered, then prospective clients will go elsewhere where it’s easiest, such as Uber or Lyft.
“Every customer has a choice,” said Shep Hyken, a customer service and experience expert and bestselling author. “For a relationship, any service we create and want to deliver should feel personalized and customized.”
Hyken will present “Artificial Intelligence And The Customer Service Revolution” on Tuesday, April 1 during the LCT Technology Summit at The Miami Beach Edition Hotel.
Artificial Intelligence (AI) has evolved to the point where it can handle lower level, routine interactions in a friendly, accessible way, both inside and outside an organization. It is best deployed when it speeds up customer interactions and creates data-based “personas” that enable employees to recognize and service clients as individuals while also grouping them into specific, targeted marketing segments more likely to elicit business.
“You have data already, and need a system to use the data,” Hyken said in a pre-Summit interview with LCT. “Personalization is tied to AI because it can interpret the history of customers and compare them to others. If you have a big enough database and can spot certain customers similar to others, you can group them into 'personas' or 'buckets.'"
Research has found, for example, that live chat bots get higher returns on customer satisfaction surveys than static emailed survey forms, Hyken said.
Companies that implement A.I. are simply freeing their agents up to have better conversations at higher levels of issues, he said. “Many companies that implement A.I. don’t reduce staff. They use staff for better relationship building.”
In a ground transportation market disrupted by TNCs, the success of luxury service depends even more heavily on the quality of customer service communication and interactions. People like doing business with those who know them, listen to them, and appreciate them.
“It’s incumbent upon us to work on relationships, manage interactions, and make sure we give people reasons to come back.”
LCT SUMMIT REGISTRATION
Related Topics: artificial intelligence, building your clientele, business growth, client feedback, client markets, customer service, industry education, keynote speakers, LCT Summit, Miami Beach, networking
The Richmond, Va.-based operator believes in measuring all aspects of the operation and then benchmarking it against other companies.
Former Air Force pilot Otis “Hoop” Hooper will tell operators how to build business missions that land results.
eNews Exclusive: Maria Priestly wants to see more industry women volunteer and push each other toward greatness.
JAN/FEB LCT Cover Story: The Los Angeles operation creates a bold luxury service model that pursues a progressive edge while promoting a cleaner environment.
Fresh off California’s AB5 passage, the trade group now goes deeper into what the new rules mean for ground transportation operations.
Green Payment Solutions is sponsoring LCT's signature networking event while preparing to help operators save money.
JAN/FEB LCT: Veteran operator and LCT writer Jim Luff heads up the original and enduring industry magazine and brand.
GGTI’s Adam Parken works at the forefront of a company redefining how business travelers and corporations use networked ground transportation.
JAN/FEB LCT: The reason retention is such an issue is you’re not setting accurate expectations up front.
JAN/FEB LCT: John Guerrieri has mastered the wedding market and is branching out to capture more corporate work.
Small-town girl meets the rebel-turned-comeback kid in an interview that will offer a rich trove of insights, anecdotes, and hard-won lessons from two industry pioneers.
Be sure to book your stay at the gorgeous Venetian, then catch a show or two leading up to the main event.
The Dallas/Fort Worth Limousine And Motorcoach Association collected gifts for children for WFAA's Santa's Helpers charity.
eNews Exclusive: Vojkan Tasic has made extensive use of his technological knowledge to make doing business easier for his clients across the globe.
We want to help operators improve their businesses so they can gain more clients and revenue.
The world's No. 1 online marketplace and trader for professional chauffeured and chartered vehicles, including all types of motorcoaches, buses, vans, stretch limousines, sedans, SUVs, exotics, and classics. New and used vehicles are available from sellers across the nation.
The best online networker to find quality affiliates worldwide and market your company.
Click on any state to see the latest industry news and events in that region.
How Luxury Operations Can Catch Up In Business Travel
Uber Tests Letting California Drivers Set Own Rates
