Partecipa a XV STRATEGY FORUM: MONETIZING INNOVATION

su da Gian Carlo Mocciin Other

simon

  • XV STRATEGY FORUM: MONETIZING INNOVATION
  • “L’innovazione è il più importante fattore di crescita e oggi, più di sempre, per molte aziende una necessità per sopravvivere in un mercato più trasparente anche per effetto della digitalizzazione. Il disegno del nuovo prodotto e servizio dovrebbe essere pensato a partire dalla conoscenza del comportamento, sempre più in cambiamento, del cliente finale e da una value proposition effettivamente percepita come distintiva in uno scenario in cui più settori convergono verso un’unica arena competitiva.”
  • Milano, 22 Novembre 2016 – Excelsior Hotel Gallia
  • Con la Partecipazione di AICEX

Come bilanciare il Customer Service tra Human e Digital

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Digital, Design, UX, Marketing, Loyalty

Digital and Human Customer Support

AICEX: ci piace l’esempio dell’automotive. Perchè andare in concessionaria quando ancora non ho deciso di comprare l’auto?

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance.

Therefore effective omni-channel design is an engagement experience that works in any given customer situation. Here’s one example.

Even though John Lewis is recognised for their online successes, they still keep their eyes focussed on what matters to their customers. For instance, online sales grew by 17% in their latest financial year, with m-commerce up by 34%. However they also spotted that their online sales go up in areas where they open a new shop. This is how John Lewis chairman Sir Charlie Mayfield explained the effect.

“Our results were very much a result of the effective combination of shops and online, demonstrated by the fact that more than three-quarters of our customers made a purchase from one of our shops,” Continua a leggere “Come bilanciare il Customer Service tra Human e Digital” →

Partecipa a Neuromarketing Coach

su da Gian Carlo Mocciin Other

neuromarketing_coach_2_bis

  • NEUROMARKETING COACH
  • Il primo workshop di alta formazione in neuromarketing organizzato in Italia, che coniuga le più recenti scoperte nel campo delle neuroscienze con gli ultimi approcci strategici nel campo del marketing.
  • Strategie e Tecniche per il Business, la Pubblicità e il Retail.
  • Milano 11-12 Novembre 2016 – TIM Space Milano – Piazza Einaudi 8
  • Con il Patrocinio di AICEX

W. Porter: Cosa cercano davvero i tuoi clienti?

su da Gian Carlo Mocciin Customer Experience

AICEX: Non devi chiederti SE pensare alla Customer Experience, ma QUANDO iniziare a pensarci!

A memorable car-buying experience. The resort was an experience we will remember for a long time. We were not really looking for the great customer experience we had at that new grocery store.

The actual customer comments above are probably something you have been seeing a lot more of these days online and in print from businesses both local and national. And there is a good reason for it.

As Joe Pine and Bob Gilmore point out in their now famous customer service business book “The Experience Economy,” we are all now in the customer experience business. And if you have not put together a rich, memorable experience for your customers, you may not be investing in a financially sustainable effort for the future. Continua a leggere “W. Porter: Cosa cercano davvero i tuoi clienti?” →