Autore: Gian Carlo Mocci

5 passi per migliorare la Customer Retention

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

 AICEX: La Customer Retention è un altro argomento sulla bocca di tutti: come facciamo a migliorarla?

Customer retention is undervalued. I’m not the first person to say this, and I certainly won’t be the last, but sadly many businesses aren’t taking heed.

According to the book ‘Marketing Metrics’:

“the probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%”

which would go some way to explaining why it costs 6 times more to attract a new customer, than it does to retain an existing one (Bains & Co).

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Cosa ho imparato dalla biografia di Jonathan Ive, la “mente” dei prodotti Apple

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Digital, Design, UXLascia un commento

AICEX: Se Apple è quella che è molto lo si deve anche a lui.

SOURCE: http://bradgoods.com/2014/08/28/what-i-learnt-from-reading-the-jony-ive-bio/

What I learnt from reading the Jony Ive Bio

I just finished a great biography by Leander Kahney on Jonathan Ive the brilliant mind behind the product design of groundbreaking apple products like the iMac, iPhone, iPod and iPad.

It’s an excellent view into both the way Jony Ive thinks about design, and user experience, and how Apple adopted his methods, and built a team culture and leadership art centered around it.

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Sicuri di sapere cosa è la Business Transformation?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

question marks

AICEX: Si fa presto a dire Business Transformation.

The term “Business Transformation” is popping up everywhere—from websites to business journals and marketing collateral. According to recent research, 49% of enterprise BPO clients are shifting toward a two-pronged requirement of both operational and transformational service needs. It’s a simple fact: all companies today are under tremendous pressure to reduce costs while also increasing customer satisfaction. And that’s a fine balance—one that calls for real change in business processes and technology capability. This level of business process change calls for an experienced partner with specific competencies.

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E se smettiamo di chiedere Feedback ai Clienti?

su da Gian Carlo Mocciin ROI, NPS, VOC, KPIsLascia un commento
AICEX: come diceva la nonna … il troppo “storpia” – Time to Stop asking for customer Feedback?

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of the survey was in the vain of ‘Mrs. Lincoln other than that how did you enjoy the play’. Seemingly after every interaction every company wants feedback, last week at the Vegas airport the Pei Wei had a slick touchscreen station dedicated to getting my feedback. Clearly the commitment to collecting feedback is unmistakable, I’m told all this feedback is so they can “improve” the customer experience. Are company representatives better at meeting customer expectations because of these surveys? What improvements to the customer experience are happening because of these feedbacks?

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