Autore: Gian Carlo Mocci

La Customer Experience è più importante nel B2B che nel B2C ?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

AICEX: Post con uno spunto interessante.

In today’s business environment, we all know customer experience is important, and we’ve all heard about social media’s impact as the new “word of mouth”. Stats often point to each person telling at least 7 (sometimes as high as 20) other people about their experience with a brand. That’s scary enough, but now consider that if your customers are other businesses, they inherently have multiple people working there and using your system. So not only can each individual user (or contact) spread the word via social media, they are going to talk to each other.

Whether that conversation is a negative or positive one is up to you.

It’s human nature – if we have a good experience, we want to share it with our peers. If we love a company, we become an ambassador for their brand. And if we have a bad experience, we want to tell EVERYONE. Your business customers will talk about their experiences in the break room, around the water cooler, even in company meetings.

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Cosa ci insegna sulla Customer Experience la giornata Amazon Prime

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UX, Marketing, LoyaltyLascia un commento

AICEX: A leggere questo Post non è oro tutto quel che luccica.

On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service.

And a few things went wrong.

So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.

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Le aziende non hanno Biga Data, ma semplicemente Bad Data

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

AICEX: Titolo provocatorio, ma è pur vero che un elemento da gestire per le iniziative di Customer Experience è quello relativo alla “bontà” dei dati presenti in Azienda, basti solo pensare alle attività di Marketing, Omnicanalità, Personalizzazione. E se i dati di partenza sono modesti come possiamo aspettarci risultati eccellenti ?

Jeremy Levy: CRUNCH NETWORK CONTRIBUTOR –  Jeremy Levy is CEO of web-based analytics platform Indicative.
Companies often tout all their terabytes and petabytes of data, and their massive teams of data scientists running huge Hadoop clusters with Apache Kafka streams that are such a competitive advantage.

The truth is, most of them suffer from one of the old adages in computing: garbage in, garbage out. Not only do most of them actually not have Big Data in terms of data complexity or volume, but most of them actually have Crappy Data, and it’s probably hurting their business.

According to Experian Data Quality, inaccurate data affects the bottom line of 88 percent of organizations and impacts up to 12 percent of revenues.

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Partecipa a: LE STRUTTURE DI VENDITA E DI CUSTOMER CARE NELL’ERA DELLA MULTICANALITA’

su da Gian Carlo Mocciin OtherLascia un commento

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