In customer service, things are bound to go wrong, at some point. When that happens, it is important to not only understand what went wrong, but also what is the perceived cause of the problem, because that impacts on the recovery strategy. Take interacting with a chatbot, for instance. As discussed in a previous … Continue reading Perceived blame, matters
The role of online shopping as a mechanism to navigate racial discrimination
Online platforms are useful, additional channels to acquire products and services. For instance, online supermarkets have been lifelines for people isolating at home because of COVID-19. Online platforms are also great channels to talk with firms and other customers, be it as a form of acquiring information, solving problems or, simply, getting emotional support. What … Continue reading The role of online shopping as a mechanism to navigate racial discrimination
Sources of customer dissatisfaction in AI-powered service interactions
Chatbots are everywhere, and used in every industry. They promise to improve customer service, by offering 24-hour service and quick answers, at a fraction of the cost of their human counterparts. Reality is, however, less… polished. Even a bit frustrating. In the paper “The dark side of AI-powered service interactions: exploring the process of … Continue reading Sources of customer dissatisfaction in AI-powered service interactions
June 2020 round-up
I hope you continue to do OK during these strange times. I am healthy and content, though I am struggling with the passage of time. On the one hand, I can’t believe that just over 4 months ago I was doing X or believing in Y completely different from today – it feels like many … Continue reading June 2020 round-up
Analysis of COVID-19 related tweets shows emphasis on self-centric, support seeking content among users that disclose personal information
“Self-disclosure” refers to the intentional disclosure of personal information, such as location, behaviour or feelings, to third-parties. We all do it, to an extent, because sharing little bits of personal information is a way of cementing social relationships, and increasing likability. For instance, throughout lockdown, my colleagues and I have been talking about hobbies, family, … Continue reading Analysis of COVID-19 related tweets shows emphasis on self-centric, support seeking content among users that disclose personal information
Do price discounts help in crisis recovery?
When clients disappear, and demand dries up, it is tempting to cut prices. Businesses try to lure customers back with a good deal, particularly those that sell perishable items (for instance, food and flowers), seasonable items (for instance, Father’s Day cards and gifts) and services (for instance, restaurants and hairdressers). Hotel managers, for instance, see … Continue reading Do price discounts help in crisis recovery?
Impact of COVID-19 on the generation and disclosure of personal data
The Journal of Public Policy & Marketing published a special collection of papers regarding COVID-19. This included a paper by Aaron R. Brough and Kelly D. Martin, discussing how the COVID-19 pandemic led to four phenomena related to personal data. The four phenomena are: Increased surveillance by governments worldwide, in the form of generalised data … Continue reading Impact of COVID-19 on the generation and disclosure of personal data
I’d rather not be anti-racist. But I have to. And you do, too.
[Note: this is why I am capitalising the words “Black” and “White” in this blog post] There is a very big difference between not being racist, and actually being anti-racist. Not being racist comes naturally to most people. Usually, you don’t really have to do much. You just need to not judge someone’s … Continue reading I’d rather not be anti-racist. But I have to. And you do, too.
May 2020 round-up
Earlier this month, during one of my runs, I spotted a beautiful mirror, in a skip, outside the flower shop. I took a photo for my “Today’s run” series. But, then, I remembered Denise Agosto’s beautiful post about an abandoned coin on the pavement. In the post, she reflects on how the fear of the … Continue reading May 2020 round-up
Podcast recommendations: Why we stockpile(d) toilet paper; Why tracing COVID-19 with an app is tricky; and Why automated recommendations technology is struggling
Today, I would like to share with you three podcast episodes. While discussing issues related to COVID-19, they actually offer great insight about consumer psychology, and about the limitations of technology. Why we stockpile(d) toilet paper In episode 34 the “It's all just a bunch of BS” podcast, Caroline Roux discusses decision making in … Continue reading Podcast recommendations: Why we stockpile(d) toilet paper; Why tracing COVID-19 with an app is tricky; and Why automated recommendations technology is struggling
Ana Canhoto 