Autore: Gian Carlo Mocci

Passeggeri trattati come bagagli?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer NeuroscienceLascia un commento

AICEX: interessante punto di vista – 

If, when you fly, you have the feeling that you are being treated like cargo, you’re wrong.

The cargo is treated like cargo—and cargo is nice to airlines. Cargo doesn’t quibble about crowded conditions or expect special treatment. Cargo doesn’t get rowdy and problematic in-flight. Cargo doesn’t require cabin crew to cater to its needs. Most importantly, cargo pays well.

It represents between 15%-20% of the average airline’s earnings. Though that may not seem a lot, once a flight covers its costs with passenger capacity, any income from cargo goes to profits. Unlike more fare-sensitive passengers, cargo customers will pay a premium for the expedited and flexible point-to-point service afforded by an airline’s network.

Several factors affect just how much cargo an airline can fit on board: the type of aircraft, that aircraft’s tonnage capacity and available hold space, the weight of the fuel required for the flihgt and the space taken up by extra fuel storage, the weight of the mail the airline is committed to carry, and our luggage. Airlines ensure there’s weight capacity available for that profitable cargo by reducing the constant: the fixed weight load the aircraft with all its components and by managing luggage allowances.

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Si fa presto a dire Responsive!

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

AICEX: Siti Responsive, siete sicuri che il vostro lo sia?

“This article, written by Steve Fisher, was originally published on September 29, 2014 on The Republic of Quality Blog.”

I’ve always told clients that we’re a team, solving problems together. And I believed that, but a missing piece promoted distraction and prevented trust. Turns out that missing piece was a good ole content quarrel.

The most important thing

The most important thing anyone can do on a web project is find its nucleus. The core, that central piece of content around which everything orbits. Finding that reveals how all of the content fits together. It offers clarity to the relationships between the project’s content and the project’s vision, and will make your process far more successful.

A website is a black hole without content, and finding that core piece saves us from being sucked into the gravitational pull of building fancy buckets to hold lorem ipsum. It changes our center of gravity from a negative to a positive and connects people to people. The web exists to connect us—not to machines, but to each other. Unless the machine is Data, then I’m cool with that.

I help teams find the content nucleus through a collaborative responsive content modeling process that anyone can—and should—do.

Finding this core content will speed up the future design, content and development process. The entire team (vendors, stakeholders, audiences) will walk away with a common understanding and vision. Every time you write or revise, you’ll think about that core piece of content and refocus. The content authoring experience becomes what you it was always meant to be: dreamy.

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Creare una “Luxury-Brand Image” in un Mondo Digitale

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

NOTA AICEX: Lettura interessante con risvolti anche su altri mercati

“Building a Luxury-Brand Image” in a Digital World | INSEAD

AUGUST 22, 2014 BY

Luxury Managers often see #DigitalMedia, as a threat, worrying that mass appeal will take power away from the #Brand. But digital channels offer powerful connections with customers and closer integration with their ecosystems.

“Hermès has no desire to become “masstige” (a mass producer of prestige goods) said the company’s CEO Patrick Thomas in 2009, despite two-year waiting lists for its famous Birkin or Kelly handbags at the time. The luxury brand maintained that it did not want to dilute the brand image and compromise on quality in the interest of short-term profits…

Such a dilemma is par for the course in Luxury and is also applicable to the digital presence of the companies in the industry: How to maintain demand and a big customer base while remaining exclusive? This is all the more important as #DigitalChannels, “expose” brands regardless of whether they want to or not, through the hundreds of thousands of press articles, comments and pictures that are posted daily about #LuxuryBrands…If Brands do not embrace digital media, they risk being shut out of conversations about their products..

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Come creare una migliore shopping experience

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

better-customer-service-climbing-ladder

NOTA AICEX: comprendere le esigenze ed il comportamento dei propri clienti è alla base per migliorare la loro shopping experience. Analizziamo insieme i tre fattori chiave.

Learning the needs of your customer, monitoring their behavior and rewarding them for loyalty allows retailers to create a better shopping experience by effectively leveraging consumer data would seem to be basic business logic. However, not everyone is as logical as you! In a world of increasing parity, the key thing that you can do to differentiate yourself is service and experience.

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