Autore: Gian Carlo Mocci

INC: 4 cose per migliorare la CX nelle Assicurazioni Sanitarie, e non solo …

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

AICEX: Valido per tutti i servizi che devono “funzionare al momento del bisogno”.

Originally published by Don Peppers on LinkedIn: Delivering a Frictionless Customer Experience in Healthcare Insurance

Healthcare definitely isn’t what it used to be.

In previous posts I’ve talked a great deal about the importance of ensuring that your customer experience is as frictionless as possible. And when I use the term “frictionless” I’m talking specifically about an experience a customer would find to bereliable (working well, with no flaws), valuable (not overpriced, easy to understand),relevant (specific to that customer), and trustable (designed to operate in the customer’s interest, proactively).

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Forbes: Empatia, Design Thinking e l’ossessione per la Customer Centricity

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX
SAPVoice Empathy An Obsession With Customer-Centric Innovation by Kaan Turnali
To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy.

In its simplest and purest form, empathy enables us to not only experience and understand another person’s circumstances, but it also puts us in our customers’ shoes to experience what they are feeling. This is where we find the innate struggle born out of user frustrations and bound to the intrinsic value chain of the user experience.

Without a doubt, empathy is the most important design thinking principle I will cover in this series. Its universal application offers infinite promise.

Customer-centric design is about looking out from the inside—rather than outside in

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Quale Customer Experience se siamo tutti dei pesci rossi?

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX, Social, Media, Mobile
Girls-on-mobile-phones-004
AICEX: una bella sfida per le aziende, farsi ricordare quando la soglia di attenzione dei clienti è quella di un pesce rosso!
A study from Microsoft involving more than 2,000 people has found that the average attention span has dipped to a low 8 seconds – down from 12 seconds in 2000. A goldfish has an attention span of 9 seconds.

There are many effects from smartphones and the like on the human body which are never written about. Information technology (IT) is much more powerful in unrecognized ways than is generally acknowledged.

Because these various IT devices are often very close to a person’s body, they can and do have profound effects on the human bioelectric field. The key factor in this ever-intensifying dynamic between human and technology is the length of time of daily interaction.

Travel ed Entertainment stanno cambiando lo scenario Loyalty

su da Gian Carlo Mocciin Marketing, Loyalty

 AICEX SUMMARY: Le persone non desiderano dei punti, ma appartenere a coloro che ottengono dei punti.
Author: P.F. WILSON

Anyone with even a rudimentary understanding of marketing knows that customer loyalty and loyalty programs are changing rapidly. The old spend and reward model is quickly being supplanted by programs that focus more on customer experience. Organizations in travel, sports, and entertainment are leading the way in taking customers beyond the simple points accumulation model by reinventing the concept of loyalty programs and making them more experienced-focused.

Phil Rubin, CEO and founder of rDialogue, a customer loyalty and relationship marketing firm, recently chaired a panel discussion at the 9th annual Loyalty Expo, presented by Loyalty360 – The Association for Customer Loyalty, titled, “CX Getaway: Building Loyalty in Travel and Entertainment.”

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