Autore: Gian Carlo Mocci

Partecipa: DAL FASHION ALL’E-FASHION ALL’OMNICHANNEL FASHION

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  • DAL FASHION ALL’E-FASHION ALL’OMNICHANNEL FASHION
  • Una riflessione sul nuovo concetto di Fashion & Luxury alla luce dell’evoluzione del consumatore e delle moderne tecnologie a supporto del posizionamento, della vendita e della fedeltà verso il brand
  • giovedì 5 novembre ore 09.00-13.00 – Spazio EDIT Via Maroncelli, 14 Milano (3’ da MM Garibaldi)
  • Evento con la partecipazione e il patrocinio di AICEX
  • Per il taglio dell’evento,​ ​e per correttezza verso partner e sponsor, la Segreteria accetterà solo le registrazioni​ provenienti da “utilizzatori finali” quali a titolo esemplificativo CEO, CMO, CIO, Responsabili di funzione (Digital, eCommerce, IT, Marketing, CRM, Customer Experience), etc …

Partecipa anche tu a Marketing 360

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  • MARKETING 360
  • Tecnologie, Modelli Organizzativi, Risorse Umane per il marketing nell’era digitale
  • Un appuntamento dedicato ad approfondire le attuali modalità di relazione e interazione fra aziende e Clienti, gli strumenti tecnologici a supporto e le nuove architetture organizzative che ne derivano.
  • Milano, 21 Ottobre 2015 – Atahotel Executive
  • Evento con il patrocinio di AICEX

La Tecnologia sta uccidendo l’Empatia e la Customer Experience?

su da Gian Carlo Mocciin Customer Experience, Customer NeuroscienceLascia un commento

 Lacking heart: is technology killing empathy? Pic: iStock/kvkirillov

AICEX: a scanso di equivoci, se muore l’Empatia muore la CX.

BY KITTY KNOWLES 22 SEPTEMBER 2015

Apparently, yes. And it’s bad for business.
If you’re anything like me, a huge proportion of your social interaction now happens through tech; whether that’s FaceTiming your family, messaging your friends on Facebook or simply emailing or texting.And, as more and more people turn to technology in their day to day lives, tech companies are also doing their best to improve these communication platforms, making them more personable, more intuitive, more human.Most Facebook users will recognise that simply ‘liking’ a traumatic or emotional post can feel awkward or inappropriate, and just last week company founder Mark Zuckerberg confirmed that the platform would expand its ‘like’ function to include more “empathetic” reactions.Now however, a new report claims that while our understanding of technology as a population is soaring, our more emotional personal skills are falling short – and it’s effecting our businesses. Continua a leggere “La Tecnologia sta uccidendo l’Empatia e la Customer Experience?” →

Customer Experience: senza questo elemento fallirete di sicuro

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento
AICEX: A prescindere dal Framework utilizzato i 3 aspetti indicati in questo post sono sicuramente fondamentali. Segnaliamo di verificare per bene il numero 2, senza quello … lasciate perdere : )
Companies already know that acquiring new customers is considerably more expensive than keeping the ones they already have. Satisfied customers are the ones that stick around and, consequently, use and buy more products and promote the brand to other people.

There is also a whole industry based around maximizing customer experience at “all points of contact” with a company, making this a very important topic for companies that want to succeed and have a competitive advantage. In this post I will talk about the three main characteristics that make a great customer experience and give some examples of companies that are doing a good job.

Rule number 1: Build strong relationships

A company that knows what its customers want can build a strong relationship with them. By not only giving customers what they are looking for, but also exceeding their expectations, companies can differentiate themselves. When that happens the satisfied customers return and use more of the companies’ services instead of its competitors. It is important to always stay in touch with customers, not only at the purchase time, but also on other special dates, like sending them an e-mail on their birthday to maintain a good relationship.

Continua a leggere “Customer Experience: senza questo elemento fallirete di sicuro” →