Autore: Gian Carlo Mocci

Non puoi pretendere di essere Digital

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UXLascia un commento

AICEX: Volete un esempio Italiano? Eccolo, una Banca Online “acquisita” da una Banca “normale” che recapita a casa una lettera dicendo “… la preghiamo di recarsi in filiale …”. No Comment.

Let me tell you about a “digital” experience I recently had with a well-known UK high street brand. I will not name the company in question but it is principally known as a chemist that also has, amongst other things, a large chain of opticians as part of its brand.

My “digital” experience was provided by the opticians part of the business and started with a letter (that’s right, a letter and not an email even though the company has my e-mail address as part of the information it requested when I created an online account) reminding me that my bi-annual eye check was due. The letter also informed me that I could arrange my appointment in one of three ways: visit my local branch, call the customer contact centre or visit the company’s website. Always keen to test out the digital offerings of companies I opted for the online method.

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Forbes: 16 Customer Service and Experience (CX) Trends For 2016

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

(Feature Photo Service for IBM)

AICEX: il nostro preferito è il numero 6. Offriamo un caffè a chi trova 3 azioni legate al Meteo adottabili da subito in Azienda, scrivete ad aicex at aicex dot it. Noi qualcuna l’abbiamo trovata 🙂 
  • Shep Hyken , CONTRIBUTOR
  • I write on customer service, customer experience and related topics.
  • Opinions expressed by Forbes Contributors are their own.

What does the future of customer service and customer experience look like?

Before we can predict the future, we must understand a little about the past and a lot about the present. To see where we’re going, at least in the next year or two, just look at what’s been trending in the last twelve months. Now, some of these have been trending for much longer than a year. Our first item on the list is a perfect example. I said the same thing about customers being smarter than ever last year, and even the year before. Then there are cutting edge trends, such as cognitive analytics, where computers are thinking, not just computing.

So, here are 16 of what I see as the most obvious trends in customer service and experience that are relevant to the majority of businesses.

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CX Journey™: Perchè fare sconti danneggia le Aziende

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

AICEX: Lato nostro ricordiamo che tenere un Cliente è più semplice che acquisirne uno nuovo. Molte aziende sanno quanti nuovi clienti acquisiscono ogni mese, ma quante sanno quanti ne hanno perso … e perchè?  

Image courtesy of JSF0864

Is your customer acquisition (and retention) strategy based on discount pricing? How’s that working for you?

Discounts might be working well to bring customers in the door, but do they stay after they’re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable?

A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price. I answered the question, why do customers really leave?

Today, I want to address the acquisition/retention strategy that many companies undertake – discounts: how they play into the price/value equation and how they impact or sabotage acquisition and retention efforts.

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Dal Cliente “mordi e fuggi” a quello “per tutta la vita”

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

AICEX: chissà perché nelle aziende ci ostiniamo a NON fare ciò che sappiamo andrebbe fatto.

Customer service, both good and bad, has a long lasting impact on revenue. Today, customers can immediately go online to voice frustrations and discontent with a brand, and with online purchases and competitor information easily available, a business’s time frame to please customers during the purchasing phase is short.

It’s up to each business to make sure customers are happy at every stage in order to gain repeat business. Now more than ever, businesses need to create a strategy to build relationships that result in a lifetime of purchasing.

With that in mind, here are a few tips to turn a one-time buyer into a lifetime buyer:

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