Autore: Gian Carlo Mocci

FORRESTER: Customer Service … un must to have!

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

Nota Aicex: fornire un eccellente customer service non è discutibile. I clienti si sentono maggiormente motivati ad esigere sempre servizi di alto livello e le aziende non possono restare indietro. Inserire il customer service nella cultura ed investire in training ad-hoc sono solo alcuni degli aspetti che ogni azienda non deve trascurare.

Great customer service is something that everyone expects but not everyone receives. A 2013 Forrester report, Navigate the Future of Customer Service, states that customer service is “moving from being a cost center to a being a differentiator.” And a report on call center efficiency from the International Computer Management Institute found that superior customer service creates real value for clients in efficiency and customer satisfaction, as well as business unit and strategic value.

Customer Service

Good customer service can’t be bolted on. It must be ingrained in a company’s culture. When a focus on the customer is a company’s paramount business priority, everyone, no matter what their role, is ready and willing to assist. Whether or not a company is in a service business, it can view each instance a client contacts it as an opportunity to provide exemplary customer service.

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I tuoi clienti o i tuoi migliori amici?

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

NOTA AICEX: quale è il rapporto tra azienda e clienti? Secondo una ricerca è importante per i clienti che le aziende comunichino con loro. Il modo in cui un brand comunica con i propri clienti è alla base della costruzione di una buona relazione e di una forte personalizzazione del servizio.

How many best friends do you have among your customers? Do your customers consider your company to be among their best friends? If the answer to these questions is no, then it might be time to make some changes.

According to recent research from Silverpop, you don’t have to invite your customers out for dinner or send them holiday cards, although this might help. All you have to do is communicate with them. The research found that how a brand corresponds with its customers is at the heart of relationship building — and personalization is a business’ best tool

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La tradizionale Customer Loyalty è morta?

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, LoyaltyLascia un commento

Nota AICEX: che fine ha fatto la tradizionale Customer Loyalty? Esiste ancora oppure è stata soppiantata dalla Customer Experience?

traditional-loyalty-dead

An older version of customer loyalty is dead, according to Emily Collins, Analyst, Forrester Research.

During her session, “Leverage Loyalty Beyond the Program,” at Forrester’s Forum for Customer Experience Professionals East last month in New York City, Collins espoused that theory.

“Loyalty owned and ruled by points and discounts is dead,” Collins said. “Long live elevated loyalty strategies that focus on creating great relationships with customers through things like recognition, relevancy, emotion, and engagement.”

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5 lezioni di CX da un tassista

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

TAXI

NOTA AICEX: Se lo volete abbiamo trovato anche le 5 lezioni CX dalla Signora delle pulizie. Giuro ! E vi assicuro che non sono affatto banali.

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something you could extract more pleasure from watching the video at the end.
This experience teaches us some fundamental lessons that we all could learn from.

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