Are You Ready For A Video Barista?
The other day my family and I visited the happiest place on earth–Starbucks. You thought I was going to say Disneyland, didn’t you? On this particular occasion we opted for the drive thru.
As I pulled up to the microphone to place my order, I found that I was face to face with my barista. The barista was actually on the screen and could see me via webcam. Now, it’s well chronicled that I turn into an eight-year-old when a webcam is present and this was no exception.
The moment I realized I was staring at my barista, I giggled and then froze up. I was so thrown off by the fact that I could see the person taking my order that I nearly forgot my order. Raise your hand if you have A) encountered this at a Starbucks and B) had the same reaction.
I’ve heard of other companies like Amazon giving customers the ability to see the customer service representative from within an app on their Kindle. Is that really a next great thing in customer service? If you’re reading this, I would love to hear your opinion. Here’s the question I pose to you:
Is video the next great thing in customer service that us customer service leaders need to pay attention to, or is it the next great fad–here today and gone tomorrow?