Autore: Gian Carlo Mocci

Forbes: La relazione tra Marketing ed Engagement nella Customer Journey

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, LoyaltyLascia un commento

Brian Walker , CONTRIBUTOR

It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast range of digital touchpoints.

For marketers, the upsides of the new customer journey are huge, but so are the challenges. Like it or not, brands and marketing teams need to rethink everything and begin utilizing resources that are better at facilitating and strengthening connections across a constantly growing list of engagement opportunities.

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L’esperienza online come prosecuzione di quella offline

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UXLascia un commento
IDC analysts

 AICEX Interessante articolo sulla sinergia tra mondo fisico e digitale nel retail

By | Published 10:11, 22 August 14

A recent discussion with an experienced industry leader who is working to reimagine the role of the high street store has highlighted some important implications of current retail omni-channel trends that will have a profound impact on retail business models and IT strategies in future.

Rapidly changing, technology-led consumer expectations and demands while online and in-store will make it essential for retailers to better align their business and operations with the core notion of customer-centricity, which goes far beyond providing exceptional customer service.

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Il Marketing e i pollici dei clienti

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX, Marketing, Loyalty, Social, Media, MobileLascia un commento

AICEX: che i pollici opponibili ci distinguessero da altri animali era noto. Quanto i pollici siano legati ad esperienze sensoriali è un fenomeno che gli uomini di Marketing dovrebbero pensare di tenere in considerazione.

SCIENCE 24 DECEMBER 14 by KATIE COLLINS

Extensive use of smartphone touchscreens is changing the sensory relationship between our brains and our thumbs, a study published in Current Biology has revealed.

The plasticity of the human brain and how it adapts to repetitive gestures has been tested in multiple contexts previously, including in musicians and gamers, but neuroscientists from the University of Zurich and ETH Zurich believe smartphones provide a unique opportunity to understand how everyday life can shape the human brain on a huge scale.

Smartphone growth has seen people using their fingers — and in particular their thumbs — in a completely new way multiple times a day, everyday. The very nature of the devices means there is usually a record kept of all the things we are doing with our thumbs on our phones, providing the neuroscientists extensive data to work with.

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