Ecco come Disney World domina la customer experience

AICEX: E’ sufficiente leggere i giornali per pensare che talvolta la realtà supera la fantasia. Devono averlo pensato anche in Disney, perché con le nuove attrazioni a tema su Star Wars  è davvero difficile distinguere tra l’una e l’altra, perché tu stesso, in realtà, fai parte della fantasia.

If there’s one company that knows a thing or two about keeping its customers happy, it’s Disney.
This is reflected in the increasing demand for the Disney experience. In 2018 – a record year for worldwide theme park attendance – Disney saw attendance grow 4.9% from 150 million visits to 157 million visits. What’s more, revenue from Disney Parks and Resorts increased 5% year-over-year in Q2 2019, boosted by a 4% rise in average guest spending in US parks.

Delivering a great customer experience might seem like an easy task for the ‘happiest place on earth’, but Disney uses much more to delight visitors than Mickey Mouse pancakes.

Let’s take a look at how we might learn from Disney’s approach to customer experience. Continue reading “Ecco come Disney World domina la customer experience”

Se nel customer service dici “no problem” nascondi un problema.

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AICEX: capita spesso che quando un cliente ringrazia una persona del customer service dopo un suo intervento risolutivo si senta rispondere “nessun problema”. Ma è proprio quando ti chiedono di non pensare ad un orso bianco che cominci a pensarci. In maniera analoga, di quella interazione con il customer service, al cliente potrebbe rimanere in mente solo un problema.

There’s a two-word phrase that tends to drive customer service experts, trainers, speakers, and thought leaders crazy, myself included. The phrase is “no problem”:

Customer: ‘Thank you.’
Customer service employee: ‘No problem.’
Customer service expert/trainer/thought leader: ‘ARGGH–you’re making my head explode!’

So what makes “no problem” such a problem–if, in fact, it is one? My opinion is that the literal meaning of “no problem” poses a risk that customers will wonder whether they are causing problems at your establishment, and whether they’ll be causing even bigger problems if they are brash enough to make yet another request after the one you just no-problemed.
In other words, you can’t ask people to not think about a pink elephant without making them picture such an elephant immediately. The “no” in the phrase “no problem” has zero evocative power. The “problem” has plenty. Continue reading “Se nel customer service dici “no problem” nascondi un problema.”