Partecipa a: Forum Retail

su da Gian Carlo Mocciin Other

forumretail2016

  • FORUM RETAIL 2016
  • Innovazione in store e mobile experience per l’engagement del cliente
  • Forum Retail 2016 sarà il momento per i professionisti del mondo Retail per confrontarsi, condividere idee ed esperienze con uno sguardo al futuro.
  • Milano 29 e 30 Novembre 2016 – Atahotel Expo Fiera
  • Evento con il Patrocinio di AICEX

Alcune riflessioni sulle recensioni dei Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Social, Media, Mobile
 cropped-aicex_quadrato_bianco1.png

AICEX: Nonostante le critiche TripAdvisor introduce le review nel settore aereo. Fa riflettere.

TripAdvisor has long been a destination for finding cheap flights, but this summer, it unveiled its biggest redesign in seven years when it introduced user reviews of airlines. The reviews will contribute to an airline’s overall “flight score,” which affects its position in search results. Airlines with higher scores will move to the top of the queue.

With human attention spans shortening by the day, according to one U.K. study, winning the top spot is critical.

But the value of customer reviews extends far beyond the travel space. According to Walker’s Customers 2020 report, 86 percent of consumers surveyed said that they were willing to pay more for a better experience, and 88 percent said they considered reviews a credible source of information — a belief TripAdvisor has reinforced by using reviews to rank search results.

The message here? Businesses in all industries shouldn’t underestimate the influence of review sites.

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Partecipa a FORRESTER: CX EUROPE 2016

su da Gian Carlo Mocciin Other

cx-europe-2016_1

  • FORRESTER: CX EUROPE 2016
  • The Event For Customer Experience Leaders, Innovators, And Practitioners
  • Join us to learn how executive leadership, customer understanding, design management, culture and measurement function in high performing firms that are in it to win it.
  • November 15–16, 2016 – The InterContinental London – The O2

La Customer Journey è arrivata al capolinea?

su da Gian Carlo Mocciin Customer Journey, Digital, Design, UX
The end of the road for customer journey mapping
AICEX: Prima in tanti facevamo survey per poi tenerle nel cassetto. Adesso in tanti facciamo Customer Journey per poi tenerle nel cassetto. Cosa faremo tra qualche tempo per poi tenerlo nel cassetto? 🙂
I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of breath from the UX and CX purists*, but this sounds like progress to me.

According to John Seely Brown, ‘the half-life of a learned skill is now just five years’ (2). Customer journey mapping has been around for almost 10 years, so is it teetering on obsolescence. There’s plenty of evidence to suggest it is.

Conferences are filled with consultants claiming they saved the world with journey mapping, while every enthusiastic amateur with a sharpie is now a ‘journey mapping expert’.

So is it time to abandon the tool that has underpinned customer experience transformation for the last 10 years?

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