Perchè anche le Startup dovrebbero pensare da subito alla CX

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

cx-startup

AICEX SUMMARY: It seems counterintuitive to build a customer base function before you have customers …

Customers often want to call support representatives bad names, not praise them by name. Not so with WiFi system startup eero, thanks to its CEO and Co-founder Nick Weaver and Head of Customer Experience (CX) Dana Lindsay. While most founders tack on customer support as an afterthought, Weaver purposely created and integrated it from the start. That meant establishing a dedicated team to gather feedback for itsbeta and bringing aboard eero’s first CX hire at a stage when most startups are solely focused on engineering. Weaver understood that to get where it needed to go, eero needed service so superior that it rivaled its product.

 What It Takes to GrowYour Startup 500% in Months

Delighting customers in the traditionally confusing and irritating realm of WiFi networking is more easily said than done. Luckily, every organization in Weaver’s background reinforced that service is the product. Before starting and leading eero, Weaver co-founded incubator StartX, worked asanalyst at McKinsey and alongside startups at Menlo Ventures. Before joining eero, Lindsay trained and scaled remote teams for digital publishing platform, Inkling. She also onboarded clients and new hires to the platform — skills which accelerated her ability to define and deploy eero’s Customer Experience operations. Continua a leggere “Perchè anche le Startup dovrebbero pensare da subito alla CX” →

Partecipa a Business Analysis Workshop Italy 2016

su da Gian Carlo Mocciin Other

bawi-2016-grande

  • BUSINESS ANALYSIS WORKSHOP ITALY 2016
  • Success with Agile Business Analysis & Business Model Techniques
  • BAWI 2016 is the fifth edition of Annual conference organized by the IIBA® Italy as Chapter of the International Institute of Business Analysis® (IIBA).
  • Milano, 24 ottobre 2016 – Talent Garden Calabiana
  • Con il Patrocinio di AICEX

Partecipa a 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

Perchè il caffè freddo costa più del caldo?

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

AICEX: Il prezzo delle cattive Esperienze: una signora ha chiesto 5 Milioni di Dollari di danni a Starbucks per il troppo ghiaccio nel caffè.

There’s A Good Reason Why Iced Coffee Costs More Than Hot
Yes, iced coffee seems expensive. But if it’s real and good, the price tag may be warranted

Yes, it’s annoying: You walk into a coffee shop on a hot day, order an iced coffee, and then are dismayed to learn that the transaction neared—if not eclipsed—$6. For just a cup of coffee.

If the economics of cold coffee have disturbed you, you’re not the only one. Earlier this week, a woman sued Starbucks for putting too much ice in her iced coffee cups, thereby giving customers less product. She’s asking for $5 million.

Continua a leggere “Perchè il caffè freddo costa più del caldo?” →