Autore: Gian Carlo Mocci

ROI e CX: di cosa stiamo parlando ?

su da Gian Carlo Mocciin Customer Experience, Marketing, Loyalty, Other, ROI, NPS, VOC, KPIsLascia un commento

NOTA AICEX: che la CX influenzi il ROI ce lo siamo detti in tutte le salse. Ma di quale CX stiamo parlando? 

bull's eye

 

By Michelle Reeb, The Marketer Network

Marketing enables success by generating revenue through impactful customer experiences.

Businesses thrive when they build solid relationships with their clients, which keeps them coming back for more. When companies create meaningful experiences, those customers begin to “love” and “be proud of” the brands they purchase and become loyal to them. Think for a moment about the brands that you are loyal to. Do those brands conjure up strong emotional feelings because of the way they make you feel? I can think of a product that I “love” because it ties me to my family. It’s a brand my mother uses and my grandmother before her. I have absolutely no intention of switching brands, because of the emotional familial connection.

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5 semplici parole per aumentare Loyalty e Vendite

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience, Marketing, LoyaltyLascia un commento

NOTA AICEX: Un buon esempio di quelle tante cose che ci sono state insegnate ma che dimentichiamo di applicare.

OFFICE_DEPOT

Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was just before the lunch hour and there were no shoppers in the store. I was greeted promptly by the floor staff and got the typical “Can I help you today?” question. I answered, “No” and went to the aisle where the printing forms were. I looked over the selection and saw two designs but one was hearts and flowers and the other one from 1989. Disappointed, I walked to the door. The sales staff did not inquire further as I walked out of the door.

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IBM: chi vince in omnichannel… Tu

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

NOTA AICEX. Customer Experience personalizzata: cosa significa davvero? E come trasforma i modelli di business del retail? Vediamo l’esempio di Lindt & Sprüngli.

Here are three buzz words that marketers and customers are familiar with: Personalized Customer Experience. But what does it really mean? Why is there an emphasis on customer-centricity and how do retailers transform their business models to become more customer-oriented? 

The IBM Center for Applied Insights found that retailers who put the customer at the heart of the way they work, how they measure success, and how they’re organized outperfrom their peers in providing a more personalized, interactive experience. These leading retailers see 1.4x larger customer basket size and 3x greater company stock price than their peers. When customers are placed at the center of retailers’ business models, we get better results–why are retailers struggling to implement a customer-centric strategy?

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Analizzare i Big Data: un approccio customer-centrico

su da Gian Carlo Mocciin Marketing, Loyalty, OtherLascia un commento

NOTA AICEX: “Big Data” sembra essere la parola del momento. L’autore del blog di oggi ci spiega come si lega il Customer Experience Management ai Big Data e come si possa ottenere un approccio customer centrico.

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better handle on these data will be more likely to outperform their competitors who do not.

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