Autore: Gian Carlo Mocci

Partecipa: Digital Transformation Forum

su da Gian Carlo Mocciin Other

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  • DIGITAL TRANSFORMATION FORUM
  • Understanding the challenge: To disrupt or to be disrupted?
  • Keynote Speaker: Julius van de Laar | Digital Media Strategist & Campaigns Consultant | van de Laar | Campaigning
  • I principali analisti internazionali confermano che, per avere successo nell’Era del Digitale, l’impresa deve trasformarsi in un modello dinamico, agile e soprattutto capace di generare risultati.
  • Milano, 11 febbraio 2016 – Hotel Nhow Milano – Via Tortona, 35
  • Con la Partecipazione e il patrocinio di AICEX

Satisfaction e Loyalty, una differenza importante

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

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image: http://cdn2.business2community.com/wp-content/uploads/2015/08/1500w1-900×560.jpg

AICEX: Talvolta “dimentichiamo” la differenza e le implicazioni che questa comporta sul Business. 

Customer Satisfaction Definition

Customer satisfaction is a customer’s perceived satisfaction or happiness with a company based on their overall experience with the company’s products and services, the way they’re treated by employees and all other interactions they’ve had with the company. A company’s customer satisfaction score is normally based on data collected in surveys.

It’s important to remember that customer satisfaction can:

  • be fleeting and fickle – here today, gone tomorrow. A customer reevaluates their level of satisfaction with your company after every individual interaction they have. Their online experience may have been great, but a later phone conversation may have been horrible so their response to your question, “are you satisfied,” could change from one day to the next.
  • provide a false sense of security to your company.  For example, cable television customers who have only one service provider available to them in their area may say that they are satisfied with their service because they haven’t experienced any problems. However, they would switch providers in a minute if a competitor came to town with a lower price or more features.

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Mappa che ti passa

su da Gian Carlo Mocciin Customer Journey, OtherLascia un commento
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AICEX: Ricordiamo che dopo il Customer Journey Mapping dovrebbero seguire gli action Plan e una nuova mappatura a valle degliAction Plan 🙂

Defining the journeys that matter and deciding where to begin the transformation requires both top-down, judgment-driven evaluations and bottom-up, data-driven analysis; pursuing both of these efforts in parallel is the best approach.

A journey mapping session, drawing on existing research, may be sufficient to identify the most significant journeys and the pain points within them. That research is typically fragmented and often includes data on the customer volume in a given journey, reasons for call center complaints, and obvious gaps in performance.

  • Examples would be discrepancies between promises made in marketing materials and services actually delivered, or inability to connect customer touch points across various channels.

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Perchè il 2016 può essere l’anno del Mobile Shopping

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UX

AICEX: se rispetto al 2013 il Mobile shopping aumenta di oltre il 100% e sul Desktop diminuisce del 15% possiamo fare diverse riflessioni.

The 2016 holiday season may mark the official arrival of mobile retail, as a new report predicts mobile website purchases will jump by 68 percent next year compared to this holiday season’s mobile device consumer shopping activity.

In comparison, mobile website shopping accounted for under 15 percent of consumer activity in 2013.

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