Chipotle’s Rebel Marketing: Chris Brandt’s Recipe for Bold and Cultural Relevance
Chris Brandt runs marketing at Chipotle. He turned the place upside down in the best way. No boring ads. No fake smiles. Just real...
The Power of Color in Sports Sponsorship: A Game Changer for Brand Marketing
The Power of Color in Sports Sponsorship: A Game Changer for Brand Marketing
The Power of Embracing Consumer Relationships as They Are: A New Approach for Marketers
The Power of Embracing Consumer Relationships as They Are: A New Approach for Marketers
The Impact of Social Media Complaint Resolution: A Double-Edged Sword for Brands
The Impact of Social Media Complaint Resolution: A Double-Edged Sword for Brands
When Humanlike Chatbots Fall Short in Customer Service: A Fresh Perspective
These days, almost every website, app, or social media page has a chatbot popping up to say hello. Companies spend big money on artificial intelligence just to make these bots talk and look more like real people. They give them cute names (think Amazon's Alexa) and even little cartoon faces. The idea sounds nice: if the bot feels human, customers will like it more and feel happier. But here’s the thing – sometimes making a chatbot too human can backfire badly, especially when someone is already mad. A new study that just came out in the Journal of Marketing looked closely at this problem and found something surprising. Being “human-like” isn’t always better. In fact, it can make angry customers even angrier.
