AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
” Customer-centric companies prioritize the customer experience and engage regularly in two-way communication with customers. These companies give their customers a seat at the boardroom table—and are outperforming competitors as a result. ”
http://oliviermilo.wordpress.com/2014/08/08/do-you-think-your-company-is-customer-centric/
AICEX Customer Experience Italian Association
NOTA AICEX: un divertente articolo sulla user experience –
With all the automated things happening in the restrooms these days — faucet, soap, and toilet engage automatically — this sink threw me for a loop.
Continua a leggere “Perchè alla Mercedes i bagni sono senza lavandini?”
AICEX : La Personalizzazione ci fa bene come consumatori e clienti ma ci fa meno bene come cittadini. Abbiate pazienza ma dovete leggere sino alla fine per capirlo :- )
Increasingly, we are surrounded by personalization – retail stores offering special deals based on your shopping history, Web sites serving up news based on what you’ve clicked on in the past, and marketers selecting the right message for you based on where you live, what else you own, and what you’ve actually bought (or not bought) before.
As one of the very first proponents of personalized marketing, I should be extremely pleased with myself. Just the other day, a news editor emailed me to say “Countless people have said to me in the past month alone, ‘Now is the time for true one-to-one marketing [and at scale]. Now we have the technology to make this a reality.’”
There are many benefits to personalization.
You can get individually customized products, from blue jeans or running shoes to bicycles or cars. You can order custom-printed M&Ms and custom-labeled bottled water. And because companies remember your data and preferences, you don’t have to tell an online store where you live and what your credit card details are every time you buy from them, nor do you need ten minutes to complete a new form or contract every time you book a hotel room or rent a car.
But customization does have a downside, too.
Continua a leggere “La “personalizzazione” fa sempre bene ?”
AICEX: Post sintetico e interessante sull’economia dell’esperienza
From retail to wholesale, from healthcare to housing, how we do business has changed. Today’s consumers are not only looking for the most attractive product or service, but also the best experience. Companies that don’t create a memorable, positive and meaningful personal experience will surely risk extinction.
In the groundbreaking 1999 book, The Experience Economy: Work Is Theater & Every Business a Stage, Joseph Pine II and James H. Gilmore described “the Experience Economy” as the trajectory of a commodity from a “good” to a service and ultimately to an experience. If you cast your line and catch a fish, you’ve got a commodity. If you process it, can it and stock it on a store shelf, it’s a good. If you grill it and serve it on a bun to a restaurant patron, it’s a service. And if your restaurant has an aquarium theme with a shark tank that wows kids, it’s an experience.
Continua a leggere “Come passare da una commodity ad una esperienza ?”
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