Conversational Commerce is when customers can have a conversation directly with your brand by voice or text.

This week I explain how it's being used, how it's changed search, and what you can do to keep your business ahead of the curve.

Chris McCann the President of 1-800 Flowers said that within the first two months of launching their Messenger Bot they attracted tens of thousands of users, with 70% of the ChatBot orders coming from new customers. Interesting side note - ChatBot orders came from a much younger audience than their usual customer base. Developing a relationship with younger users will always pay off.

Chris views his company as an innovative company that’s in the gifting business. I really wish more businesses would view themselves this way. This mindset will lead to long-term strategic thinking that can protect a company from disruption. Consumers shop on their terms, and if you’re not meeting them there, your competition gladly will.

Conversational Commerce is a much more in tune with the way humans operate. Speech is the most natural form of communication. Not searching an e-comm site, putting items in a virtual shopping cart and going through the checkout process.

Listen to this episode to learn what you can do.

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