Kodakit Chief Marketing Officer Natasha Adams explored the use of technology to deliver an outstanding visual customer experience (CX) during her keynote presentation to Argyle's CX membership at the 2018 Customer Experience Leadership Forum in San Francisco on March 22. In her presentation, "Transforming Visual Experiences with Technology," Adams offered tips to help CX professionals leverage technology to provide consumers with engaging and informative visuals.
At Kodakit, the company strives to provide quick, easy access to a community of photographers. This community ensures businesses around the globe can use high-quality images to display their products and services like never before.
Kodakit ultimately helps businesses make the most of online customer interactions. It empowers companies – regardless of size or industry – to use top-notch visuals to connect with consumers. As a result, Kodakit could become exceedingly important to many companies in the foreseeable future.
Moreover, Kodakit recognizes the importance of the online buyer's experience. It allows businesses to incorporate best-in-class visuals into their websites and mobile apps and helps these companies provide memorable customer experiences.
"The buyer's experience starts online, whether it's from a mobile phone, desktop or tablet," Adams stated. "That is never going to change, and the buyer's experience is only going to get larger and larger."
Recently, Uber Eats partnered with Kodakit so it could showcase its restaurant options to clients in various countries. Uber Eats wanted to quickly launch and scale globally, and Kodakit was able to help the company achieve its goals.
"Our excellency is that you press the button, and we do the rest for you."
Kodakit focused on providing Uber Eats with immediate access to expert photographers across the globe. It took the guesswork out of getting in touch with photographers, and by doing so, helped Uber Eats launch on schedule.
"To schedule jobs is very complex," Adams pointed out. "And how do you schedule photo shoots with photographers from around the world … [so we tried to make] the elasticity and pricing incredible."
Furthermore, Kodakit prioritized convenience. The company did everything it could to help Uber Eats simplify the process of getting first-rate images as quickly as possible.
"We really want to stick to the premise of … you push the button, and we do the rest," Adams indicated.
Kodakit faced an uphill climb as it sought ways to help Uber Eats. The company needed to get in touch with top photographers and build a community of photographers that it could leverage at a moment's notice. Also, Kodakit needed to ensure that it could fulfill requests Uber Eats without delay.
"We needed to be able to shoot photos in the morning and get images back that same evening," Adams said. "We also had to make sure that all of our assets are delivered on time."
To help Uber Eats, Kodakit deployed technology to track each photographer's actions. Kodakit maintained constant communication with its photographers, and this allowed the company to limit the risk of costly, time-consuming problems.
"The buyer's experience starts online, whether it's from a mobile phone, desktop or tablet. This is never going to change."
Communication can play a key role in a company's ability to generate trust with its clientele. Thanks to effective communication, Kodakit was able to satisfy the needs of Uber Eats and ensure its photographers were fully supported at all times.
"We map each photographer's journey," Adams noted. "This helps keep each photographer extremely engaged, and our photographers have been very happy with it."
Kodakit explored ways to teach its photographers about its processes and systems as well. This enabled Kodakit to further engage photographers and give them the tools that they need to succeed.
"We need to make sure that we can hire photographers and get them trained," Adams stated. "Our community team has to do a lot of activation to find photographers and get them trained and ready to go."
Going forward, Kodakit is on the lookout for ways to bolster its relationships with Uber Eats.
Kodakit now tracks how its images are being used. This allows the company to take a data-driven approach and provide images that match or exceed Uber Eats's expectations.
"We're starting to monitor how our images are being used," Adams pointed out. "That way, we can go back to our photographers and train them more efficiently."
There is no shortage of ways to drive innovation across a business. At Kodakit, the company constantly strives to innovate, and the business will continue to do so in the foreseeable future.
Providing a seamless CX is crucial for Kodakit and other organizations. This experience can help a company differentiate itself from rivals in a highly competitive global marketplace. Perhaps most important, a positive CX experience can help a company keep pace with its clientele and explore ways to quickly and effortlessly manage customer requests.
"The premise of Kodakit is something that we're going to keep refining," Adams indicated. "Our excellency is that you press the button, and we do the rest for you."