Role of robot appearance vs behaviour on users’ perception

Robots are increasingly playing a role in customer service – be it taking orders in restaurants, providing information in banks, or delivering items in hotels. For the investment in customer service robots to be worthwhile, though, customers need to enjoy interacting with them, and they need to trust them. A robot’s appearance has a key … Continue reading Role of robot appearance vs behaviour on users’ perception

On social media, be human and be active

If you are managing a brand’s social media presence, you probably came across recommendations such as ‘interact regularly with your customers on social media’, or ‘humanise your brand’.   But does it work?   According to a series of studies, conducted by Simon Hudson, Li Huang, Martin S. Roth and Thomas J. Madden, with social … Continue reading On social media, be human and be active