Autore: Gian Carlo Mocci

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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I tuoi clienti possono costruirsi da soli la loro esperienza?

su da Gian Carlo Mocciin Customer Experience, Customer JourneyLascia un commento

cust

NOTA AICEX: sempre più spesso i clienti sono coinvolti dalle aziende nel disegno della Customer Experience. Del resto, chi meglio di loro può conoscerla? – 

More and more, in my consulting work with companies and brands, we end up co-creating customer service and customer experience solutions together with the company’s actual customers.  While co-creation is no substitute for improving the customer service provided directly by your staff, nor for innovative leadership efforts to improve the customer experience, it has a value that is growing quickly and should not be overlooked.

Even, as we’ll see below, in creating better solutions for adults suffering from incontinence.

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3 modi di perdere profitti scoperti con i Mystery Shopping

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Other, ROI, NPS, VOC, KPIsLascia un commento
AICEX: un articolo interessante sull’utilizzo del Mystery Shopping – 
Embed from Getty Images
Increasingly, buyers of business or professional services expect more for less. Tough economic conditions, increased promiscuity and aggressive new market entrants with deep pockets and marketing savvy have permanently changed the rules of new client engagement.The following article draws on mystery shopping evidence from professional and business services providers which reveal three of the most common leaks in the new enquiry pipeline which are impacting enquiry conversions, profits and returns on marketing investment. For ease of reference, clients and customers will be referred to collectively as customers.
Profit leakage usually occurs following a mediocre or poor experience which causes a prospective customer to hesitate and/or go elsewhere. This can happen at any point of interaction in the new enquiry journey, from visiting the website, talking to the switchboard/call centre through to the initial consultation with an adviser.
The following evidence is drawn from mystery shopping the top 50 law firms (Consumer and SME- facing teams), the top 10 accountants (SME-facing teams), global B2B software providers (SME- facing teams) and major financial services providers (SME-facing teams).  Our mystery shoppers pose as credible business owners or buyers of serious personal injury across a variety of new enquiry scenarios, ranging from a referral from a friend or existing customer, to a website enquiry. Across all the above sectors, the three most common sources of profit leakage were as follows:

  1. Ineffective search functions and broken links on the website
  2. Lack of empathy from switchboard or call centre operatives
  3. Reluctance from advisers to show enthusiasm for working with the customer and/or agree a next step Continua a leggere “3 modi di perdere profitti scoperti con i Mystery Shopping” →

AICEX all’ Ultimate Customer Experience Conference

su da Gian Carlo Mocciin OtherLascia un commento

CXRoma

Grande successo ieri a Roma all’Evento organizzato da Oracle con la Sponsorship di Accenture e al quale AICEX ha contribuito con un intervento del Presidente Ing. Gian Carlo Mocci

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