AI shakes up the call center industry, but humans remain a necessity
It’s become evident that the industry will still need humans, perhaps with even higher levels of learning and training.
Customers
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Food costs, payroll, customer demand increase pressure on restaurants
Record-breaking cash register receipts for restaurants that were able to weather the pandemic represent one statistic of a “trifecta” of big numbers affecting the industry.
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Local businesses lean on subscriptions to build revenue, customer connections
The idea of having customers periodically pay in advance for products or services is nothing new. But within the past year, at least five Indianapolis-based food and beverage retailers have launched subscription services.
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Restaurants balance rising, unpredictable costs with what customers value
Economic uncertainty has seeped into the attitudes of restaurant customers.
Buy now, pay later appeals to buyers who don’t like credit
The new iteration of an age-old retail concept is gaining traction, particularly with younger consumers, and a growing number of central Indiana retailers are adding the payment option to their websites.
Sharpen Technologies spears another $14M in growth capital
Sharpen’s latest round of financing brings the total amount raised by the firm to more than $55 million. It follows a year when its cloud-based customer service platform became much more relevant.
Fast-growing Sharpen Technologies could add 75 employees by end of 2021
Sharpen Technologies, an Indianapolis-based developer of cloud-based customer service software, came out of the gates fast this year, and despite a pause in March has continued to experience dramatic growth right through the pandemic.
2020 Innovation Issue: Design thinking puts users at center of development
Design thinking has been around since at least the 1960s, and initially, its focus was in areas such as architecture, graphic design and industrial design, to produce physical products. But today, design thinking is used nearly everywhere. You can try it, too.
2020 Innovation Issue: How the experts do it
Design thinking is generally described as a five-step process, with specific names for each step. But in reality, the people and companies that use design thinking adapt their own take on it, by combining or breaking out some of the steps or using a more conceptual approach.
Software firms use freemium model to snag paying customers
Giving away your product is not usually considered an ideal business model. But a growing number of software firms are doing just that.
TripAdvisor is new powerhouse in hospitality industry
The travel website TripAdvisor has seen such an explosion of consumer-generated reviews and page views in the last two years that local hoteliers now monitor it continually.
Employee defection sparks battle between brokerages
Hylant Group says a former worker in its Carmel offices broke a non-compete agreement and poached clients for his new insurance-brokerage gig in Indianapolis.
FELDMANN: Put customer interest before revenue
Understanding the customer and his or her motivation is priceless, but it’s
old-school and just half of the solution. The other half, making it easy
for the customer to engage, is what sets growing organizations apart from stagnant ones.
Marsh promotion cancellation sparks anger
Marsh Supermarkets’ decision to stop honoring a $10 online coupon just days after introducing the promotion has angered
hundreds of followers of the grocer’s Facebook page.
Local stores promote service and uniqueness, not discounts, during holidays
Indianapolis merchants are banking on customer loyalty to achieve sales they hope will surpass the gloomy expectations forecast
for the holiday shopping season.
Indianapolis needs more to-your-door delivery services
There is an essential component missing that I believe service businesses have to pay attention to and offer if they truly
consider themselves “taking care of the city [of Indianapolis] dwellers.” One of them is to-your-door delivery, especially
for food, including groceries.
Steak n Shake seeks younger customers
Steak n Shake hopes to create buzz with its new marketing plan targeting youth.
Some tarmac task force members dissatisfied with airline guidelines
A federal task force approved voluntary guidelines Nov. 12 for airlines and airports dealing with passengers stranded for
hours on the tarmac, but it produced no fixed limit on how long they can be delayed before being allowed to leave planes.