Il 2015 è l’anno dell’empatia?

empatia

NOTA AICEX: Alcuni grandi esempi di empatia con i propri clienti.

In my post on customer experience trends for this year, I named 2014 as “The Year of Empathy.” Empathy is a critical component to any customer experience effort. To help ignite the discussion on this important topic, we launched the Amplify Empathy Challenge as part of the overall Amplify Empathy Movement.

We asked people to share how they’ve raised customer empathy within their organizations and Temkin Group committed to awarding up to $2,500 for the best ideas. We had a number of great submissions, which made it hard to decide, but we selected the five winners below (all receiving a $500 Amazon.com gift certificate). We added the titles to their entries, but the rest of the description is exactly what they submitted on the Amplify Empathy site.

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IKEA e l’esperienza di acquisto divertente

ikea

5 Ways Ikea Makes Furniture Shopping A Fun Experience

Perhaps not everybody, but a noteworthy amount of people would consider going to Ikea as a legitimate idea for a cute date or a fun day activity with family. How did this emerge? It’s furniture shopping! Arguing over what bedframe to buy is not usually a top recommendation for a romantic evening. But Ikea is special because it is more than a furniture warehouse. It is a well-oiled machine that understands consumer behavior remarkably well and is designed to deliver a quality experience for the customer. Personally, I am one of those individuals who would go to Ikea for fun, and I have made some observations about why the experience is so desirable for me.

1) Ikea plays on the excitement of personalization

If you can, remember back to when you first got your own space to decorate as you please. Think back to your first room. Your first college residence. Your first apartment. Your first office. Your first house. For many, this is a very exciting time because you can make the space your own and manifest yourself into a larger area. Ikea knows this and designs the shopping experience around it. Ikea’s show rooms display wonderful possibilities and opportunities for interior spaces. You can sit in and cherry pick from your options, creating your dream home in your mind. I can attest to the excitement of both planning an ideal residence for ones-self or with a significant other. Perhaps I just got lucky on the compatibility.

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2015 CX Summit: Le lezioni chiave

CX Summit

AICEX : da leggere per chi non è potuto andare all’evento. 

Posted by Joanne Morrison

What’s the difference between a customer experience leader and a customer experience practitioner? According to Glen Drummond, Chief Innovation Officer at Quarry and Customer Experience Strategies Summit Conference Chair, the difference isn’t determined by your title but in whether you think you’re laying bricks or building a cathedral. In other words, are you focused on day-to-day activities or are you working toward a grand vision?

The Customer Experience Strategies Summit held March 25-26 in Toronto, Canada was all about the grand vision for customer experience.

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