Ci sentiamo al telefono? No ti scrivo!

su da Gian Carlo Mocciin Customer Neuroscience, Social, Media, Mobile
'Generation smartphone' aren't interested in making a phone call
‘Generation smartphone’ aren’t interested in making a phone call CREDIT: AP

AICEX: Un post per tutti quelli che dicevano che le email sarebbero morte 🙂 

The mobile telephone call could soon be extinct, research shows amid a surge in Britons of all ages instead using email, video and social media.

Almost one in three respondents in a major survey claimed they had not made any standard voice calls on their handsets in the last week.

In 2012, four percent of Britons said they had not used their mobile phones to make a call. By last year, (2015 ndr) a quarter said they were not making calls, while this year the figure was 31 percent.

Smartphone addiction is on the rise, however, with email, video calls and social network usage surging.
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Business Service Design e Customer Experience

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience, Digital, Design, UX

AICEX: Riportiamo una sintesi della “Service Design in Business Conference” tenutasi a Londra di recente. Presa dal sito di Livework

On November 25th 2016, Livework hosted the first Service Design in Business conference in London. There were representatives from all over the business spectrum – from banking to the public sector – and of course, lots of people from in and around the service design community, all talking about how service design is being used to deliver strategic and sustainable change.

Here are our top 5 takeaways:

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Alcuni motivi di fallimento delle iniziative di Customer Experience

su da Gian Carlo Mocciin Customer Experience
Give up

AICEX SUMMARY: Most businesses now measure some form of Voice of the Customer for example. Just because most measure it, does not mean they do so correctly or well – but most are doing it nonetheless.

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey-Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland. The song was a chart hit twice in the 1980s – first by The Snowmen which peaked at UK #18 in 1981, and then Black Lace who reached #31 in 1985.

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Le vendite non sono mai emozionali?

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience

cropped-aicex_quadrato_bianco1.png

AICEX SUMMARY: Ever wonder why your friend stayed with her/his spouse? You’ll never understand. But it’s not irrational to him or her; it meets a need of some sort.

Imagine if instead of believing that unexpected decisions are emotional, we assume they have a very specific reason, even if we don’t understand or agree. Then what? Is it just easier to believe the other person to be irrational?Historically, when we don’t understand the roots of something we assume there is an emotional component, with the underlying belief being that there is something ‘not quite right’ with the person experiencing what is outside our comfort zone.

BUYER’S PURCHASES MUST COMPLY WITH THEIR SYSTEM

Because buyers take actions that sellers regularly believe to be ‘irrational’, we say that they are either ‘stupid’ or making an ’emotional’ decision. Neuroscientists calls these decisions irrational or emotional as well. But we – sellers and neuroscientists – are rather biased: we see a problem, believe we know the solution, and consider our solution to be the best because it’s the most rational.

We forget that every person, every group or family, every system if you will, has a very unique and idiosyncratic set of beliefs and criteria that determine their choices. And what may look irrational from the outside is very very rational on the inside, even if sometimes unconscious.

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