4 brands delivering amazing connected experiences
- TGI Friday’s
TGI Fridays have wholeheartedly embraced the rapid change in the digital ecosystem. They have probably paid more attention to offsite experiences than the rest of their competitors in the casual dining space and are now able to offer a sophisticated, personalized experience to diners.
TGI’s customers can use Alexa to order their food and also pay for their order through Amazon Pay. The ability to pay through Amazon is especially significant as it allows consumers to order with their existing Amazon account and use previously saved card details, this in turn means a more integrated and seamless experience when interacting with the chain.
Not content with just a functional voice capability, TGI’s has also been one of the space’s innovators in leveraging bot technology with an AI-powered bot created by Texas-based company Conversable. The bot, that works across Facebook Messenger, Twitter, Kik and a selected few ranges of GM vehicles allow people to find local restaurants and make reservations.
There are even trials ongoing to launch a virtual bartender with personalized recommendations for consumers where their preferences are taken into account and they are offered the chance to purchase the cocktail that matches their tastes.
2. Starbucks
A great example of personalizing digital product and customer experience at scale, Starbucks are constantly held up by professionals in the field as an example of best practice. Their app and loyalty scheme allows customers to place and pay for their order ahead of their visit to a store and allow baristas to have the order ready for pick-up.
Guests who use the app also receive a range of perks and benefits such as free drinks after a certain amount of visits, birthday special offers, personalized recommendations and information on nearest stores and general info. The app regularly finishes top of consumer satisfaction rankings and with improvements which allow high-spenders to earn rewards quicker we can expect this run of form to continue.
3. Thread
On a smaller scale but no less sophisticated is Thread.com’s use of AI and ML to deliver personalized clothing recommendations. Thread uses questions about a users fashion preferences, size, preferred fit, colours and usual tastes along with expertise from their in-house stylists to offer up personalized recommendations from a number of different retailers.
Thread’s use of AI allows them to store data and users likes and dislikes meaning they can easily come back to their recommendations and action them at a later date. The example of Thread could offer a fascinating insight into what the future of online retail looks like and food for thought for retail giants currently transitioning form high street to online operations. Brands could look to find out more about their consumer beforehand and offer them products that entirely match their needs and what they would like to be shown during the browsing process.
4. Lowes
Lowes have long been championing uses for augmented reality and with their app “Measured by Lowes” they have managed to provide a powerful tool which can run on both Android and iOS. Measure by Lowes allows the user to turn their phone into a virtual tape measure and assess whether a certain piece of furniture would fit in your living room for example.
Users can also share their measurements on social media and save them within the app for use later or in store. With a number of competitors such as Ikea currently rolling out similar apps Lowes tech suggests a wider demand from consumers for a richer, more immersive purchasing experience. Augmented reality in this sense could provide a feasible medium.
