Autore: Gian Carlo Mocci

6 modi (ironici) per tenere lontani i vostri Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, OtherLascia un commento
 AICEX: Il nostro preferito è il numero 1 🙂  —-

Moving has a lot of perks: excitement about a new city, jitters about a new job, and creativity (read: spending gobs of money) on decorating a new apartment.

How to turn off your customers in six sarcastic steps

But moving also means canceling your cable and Internet, ending – and starting new – utilities, frantically searching for apartments, and, once you’ve found that apartment, lugging boxes from dusk to dawn.

Cable?

Utilities?

Realtors?

That sounds like a bad dream. (And I’m living proof that it is.)

From a marketer’s standpoint, though, it’s more than a bad dream: The poor customer service associated with moving, whether intentional or not, is a nightmare.

So today, I present a six-step checklist to help you turn off customers and market like it’s 1999. (Side note: sarcasm and I hang out on the reg.)

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Evento: Adobe Digital Marketing Breakfast

su da Gian Carlo Mocciin OtherLascia un commento

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  • DALLA VECCHIA EMAIL ALLA NUOVA INBOX
  • 45 euro di ritorno per ogni euro investito. Vieni a scoprire la potenza del nuovo Email Marketing supportato da una piattaforma integrata, con la Customer Experience al centro.
  • Milano, Mercoledì 22 luglio 2015 – dalle ore 09.00 alle 11.00 circa
  • Con la partecipazione di AICEX

Digital tranformation, sicuri di sapere cosa sia?

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

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AICEX: talvolta si avviano progetti di Digital Transformation che poi trasformeranno ben poche cose.

Posted on May 27, 2015 by madeleinekavanagh

There are those who find the digital revolution-in-the-making the most exciting opportunity to shake the world of commerce since the invention of the internet. There are others who find it scary, overwhelming and/or mystifying. And (many?) others who find it all a complete turn-off.

A better way of defining the camps might be to say that there are those that get it, and those that don’t.  And despite, or more probably because of, all the noise and focus on the subject, I would hazard that the only ones who really get it are already digital aficionados. The people who need to be convinced, converted, engaged, have largely given up even trying to understand how digital might impact them/their jobs.

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Perchè una Banca Online dovrebbe avere filiali fisiche ? (CheBanca! case study)

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

AICEX : Interessante connubio tra Virtuale e Reale

Why would a digital bank have branches? (CheBanca! case study) – by Chris Skinner

I just visited with Roberto Ferrari at CheBanca! in Italy.  For those who don’t know CheBanca!, it is the digital first bank launched in 2008 by Mediobanca.  Mediobanca provides merchant bank services in Italy and had never had a retail bank before.  Therefore, it made sense in the post-meltdown digital age to implement a fintech bank fit for Italy, andCheBanca! claims to be that bank.  You can find out more here.

Anyways, being a digital first bank does not mean being a digital only bank, and Roberto took great pride in showing me his branch.

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I know, it doesn’t look like much, but wait till you get inside

A digital bank with a branch?  Yep.  CheBanca! has launched almost 50 of them so far, with more to follow.  This has proven critical in getting trust and deposits, with the main aim of achieving three things that digital only does not achieve:

  1. Trust
  2. Brand
  3. Service

These three things are harder to achieve when you are unseen, unproven and unknown, although some are bound to disagree.  However, Roberto and his team gave me some interesting statistics that may back up this claim.

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