Autore: Gian Carlo Mocci

Nell’Omnichannel Canali e Journey sono davvero importanti?

su da Gian Carlo Mocciin Customer Journey, Customer Neuroscience, Digital, Design, UX, Social, Media, Mobile

AICEX SUMMARY: Omnichannel requires framing the customer experience in human customer terms, not in technology or messages.

The term omnichannel is becoming ubiquitous. However, it may be one of the most misunderstood terms in retail today. Omnichannel is often equated with retailers using multiple channels to sell to customers. While multiple channels are now a reality for selling, what is driving the disruption is the change in customer behavior. Consumers literally are shopping everywhere, anywhere all the time. This new behavior is often described as the “customer journey.” Today’s customer’s path to purchase is certainly not linear. But, what does this new trending phrase for retailers really mean? Is it a better way to go to market to reach customers? The potential pitfalls of trying to map the “journey” would indicate caution.

Why this is important: Marketers and retailers still struggling on how to reach omnichannel consumers, are turning to mapping the “customer journey.” The irony is that the solution may really be much simpler — become channel agnostic.

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Partecipa a Utility Day 2016

su da Gian Carlo Mocciin Other

IIR_Utility_2016

  • 8 tematiche sviluppate in 1 unica giornata a Sessioni parallele
  • NEW BUSINESS MODEL
  • DIGITAL MARKETING & CRM
  • BUSINESS DATA ANALYTICS
  • SMART CITIES
  • SMART HOME
  • SMART METERING
  • BILLING
  • SISTEMI di PAGAMENTO
  • Milano. 12 ottobre 2016 – Starhotels Business Palace
  • Con il Patrocinio di AICEX

Perchè la Relazione è importante anche nell’era “Mobile”

su da Gian Carlo Mocciin CRM, Customer Service, Digital, Design, UX, Social, Media, Mobile

Customer Service Depends on Relationships Even in the Mobile Age

AICEX SUMMARY: Ai tuoi clienti può anche non interessare che diventiate amici!

People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It’s also been well over a year since “mobilegeddon,” when Google updated its algorithms to penalize websites without mobile counterparts.

With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers — any time, anywhere.

The mobile browsing experience is remarkably different from surfing via desktop, and it’s about much more than screen size. It’s about immediacy and creating “micro moments” along the journey to purchase. A recent study shows that 63 percent of adults in the United States use their mobile devices several times in a given month to obtain customer support. Ninety percent of them reported poor experiences when interacting with customer support via mobile.

To maximize sales, customer satisfaction, repeat business and referrals, you must master the art of customer service for mobile. Here are three mobile realities to keep in mind, along with a few tips to help you handle them.

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Partecipa a IES 2016 – International e-Commerce Summit & Expo

su da Gian Carlo Mocciin Other

ecommerce

  • IES 2016 – International e-Commerce Summit & Expo 
  • L’appuntamento internazionale dedicato ai trend e alle novità più importanti nel mondo del Retail e dell’e-commerce. Keynote speaker internazionali e nazionali si riuniranno per discutere dei nuovi scenari di mercato e per approfondire i principali drivers e le sfide per le imprese che si affacciano all’ online retail.
  • Milano, 11-12  Ottobre 2016 – Melià Milano Hotel
  • Con il Patrocinio di AICEX