7 Trend per capire come aumentare la Retention e gestire la Loyalty

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Social, Media, Mobile

AICEX: A noi piacciono il numero 4 e il numero 5 che riflettono un comportamento sia Sociale, che Economico, che Demografico.

According to 3Cinteractive, 64 percent of brands reported an increase in loyalty program membership over the last year. Loyalty programs are becoming more sophisticated, moving beyond the traditional spend-and-get model, to omnichannel and multichannel programs that recognize customers for every interaction they make with a brand. Smart marketers are capturing and leveraging loyalty data to understand their customers better and market effectively to them.

We’re seeing significant advancements in loyalty as brands seek new ways to add value for customers. Here are the seven biggest trends impacting the loyalty landscape currently. Continua a leggere “7 Trend per capire come aumentare la Retention e gestire la Loyalty” →

Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, IoT, Data, Analytics

AICEX: anche per le aziende full digital il delivery dei prodotti è un elemento fisico che gioca un ruolo fondamentale nell’esperienza dei clienti. Ecco alcune iniziative interessanti per consegnare un prodotto.

When examining the typical customer journey, it’s not difficult to see why delivery is ripe for improvement. In many cases, it isn’t something online retail giants like Amazon are able to control — at least not right now. Bad weather or an influx in volume around the holidays can delay packages from arriving on time. And what about the complications associated with delivering to shared residences and apartment complexes, like gated access, theft and closed leasing offices? Continua a leggere “Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery” →

Livework: Come misurare la Customer Experience con l’NPS

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, Loyalty, ROI, NPS, VOC, KPIs

AICEX: Ci vengono in mente almeno 6 Framework per misurare la Customer Experience e sono tutti “proprietari”, con il limite di avere una diffusione limitata. Anche l’NPS è una metodologia “proprietaria” ma ha ampia diffusione e molte aziende lo utilizzano già. Ecco perché è importante capire come possiamo utilizzarlo al meglio conoscendone limiti e vantaggi.

  • NPS does not capture the overall customer experience.
  • Businesses must decide the objectives and application of NPS alongside other metrics.
  • When NPS is used alongside other metrics, quick fixes in customer experience are revealed.

Continua a leggere “Livework: Come misurare la Customer Experience con l’NPS” →

WSL: Costruire una Cultura Customer First

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty

AICEX: Quando ti dicono che è in corso un progetto per avere una azienda Customer Centric e tu chiedi “ma i vostri dipendenti sono felici?” talvolta ti guardano come se avessi chiesto una cosa fuori tema. E così capisci che devi iniziare a spiegare che i primi clienti dell’azienda sono proprio i dipendenti.

CMOs can help their organizations create a customer centric environment by focusing on four attributes: collective vision, outside-in orientation, innovation, and shared values.

In today’s hyperconnected world, consumers have more choices than ever—and they often decide in a matter of seconds whether to do business with a brand. At the same time, the commerce model has changed dramatically. Gone are the days when brands’ relationships with customers developed through brick-and-mortar stores, one-on-one conversations, or trusted agents. Today, many consumers want to build relationships on their own terms, which can make it challenging for brands to create a customer experience (CX) that consistently delivers on their brand promise.

Continua a leggere “WSL: Costruire una Cultura Customer First” →