Autore: Gian Carlo Mocci

Customer Experience nel settore Lusso: scegliere le parole giuste

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

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NOTA AICEX: quali sono le parole da utilizzare con i clienti dei luxury brands? Come si differenziano a seconda del marchio? – 

I’ve heard it said that women fall in love with their ears and men with their eyes. I’m a woman who studied music and has an ear for languages. Perhaps this is why I’m particularly attuned to the words I hear, especially when those words are delivered as part of a luxury customer experience.

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La tua azienda è customer-centrica?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

NOTA AICEX: esploriamo insieme cosa significa customer-centricity quando la maggior parte dell’interazione avviene lontano dal customer service tradizionale.

Southwest Airlines

 

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos.

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Sapete davvero chi sono i vostri clienti?

su da Gian Carlo Mocciin Customer Experience, Customer JourneyLascia un commento
NOTA AICEX: sappiamo davvero chi sono i nostri clienti? Usiamo ancora il termine target? Oppure parliamo di “persona”?

Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?

I did several workshops this week on personas and journey mapping. The two are intimately intermingled, and that’s an important point to remember.

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Business Transformation: gli impatti sulla CX

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

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AICEX : Tutti parlano di Business Transformation, capirne di più aiuta – 

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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