Autore: Gian Carlo Mocci

Ecco perchè utilizzare prodotti e servizi dei competitor

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

samsung apple

This company has several competitors — long time incumbents with somewhat stale, but useful products, and several new competitors, including well-funded and noisy ones. I use several of these products regularly in different situations and have encouraged the founders to use them also.

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Le 10 leggi della Customer Experience

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

zappos

AICEX: quali sono i segreti di Airbnb e Zappos per avere successo ed essere dei brand ammirati? Scopriamolo assieme – 

Having a strict focus on customer experience will lead to your company becoming an admired brand.

More often than not, an admired brand can also lead to financial success. Companies such as Westjet,Airbnb and Zappos make customer experience a top priority and reap the benefits in all aspects of their business. Regardless of the size of your business, you can use these laws to your advantage to beat your competition.

In this post, I outline 10 laws you can use as a check list to evaluate the state of your company’s customer experience.

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Volete salvarvi dai problemi di design?

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

design

Nota AICEX: torniamo a parlare di user experience e di design legato alla UX. Poniamoci le giuste domande per creare un design perfetto –
I believe that the difference between a good and a poor UX designer is that a good UX designer finds out all the questions a user has and answers them well in his design. A poor UX designer creates a design that actually raises more questions than it solves. Let me explain a method I use to get to the good questions.
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Il buon senso aiuta nella Customer Experience ?

su da Gian Carlo Mocciin Customer Journey, Customer Neuroscience, Digital, Design, UXLascia un commento
Apparently it’s been around for a while; the dictionary says so…
AICEX: Il Buon senso è fortemente legato alla Usability e alla Semplicità, elementi essenziali per una vincente Customer Journey. Dovremmo tutti provare  a riscoprirlo – 
I find myself using the phrase “common sense” more and more every day… to describe the basic tenets of customer experience and employee experience… but also to describe humanity in general. Unfortunately, as I do this, I actually question it more than I praise its use.
What happened to common sense? Did stupidity really take over? Did we forget about manners? Did we really all forget what we were taught as kids? Were we not taught these things as kids? Can common sense be taught? Or are we born with it? (I don’t think we were, but according to the definition in the dictionary – see image above – it’s a “normal native intelligence.”) Are there exercises to teach or to strengthen common sense?

Why do we have to post signs like this one? Why do we have to remind brands to do the right thing? Why do we need to tell companies to treat their employees right? Why do we have to explain that customer experience is important to the bottom line? Why do we have to remind companies not to tweet during tragedies and to not use those tragedies opportunistically? Why do we have to remind customer service reps that their job is to help people?

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