Autore: Gian Carlo Mocci

Ice Bucket Challenge: 6 lezioni di Viral Marketing

su da Gian Carlo Mocciin Social, Media, MobileLascia un commento

NOTA AICEX: alzi la mano chi non si ricorda del tormentone di qualche mese fa, l’Ice Bucket Challenge.  Cerchiamo di capire cosa possiamo imparare da un punto di vista di marketing virale.

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Social feeds from across the country are chock-full of videos and photos of Celebrities, Inventors, CEOs, Athletes and Politicians all taking part in the most recent viral sensation : “the Ice Bucket Challenge”…!!

Whether you’ve laughed at your friend’s reaction to the ice cold water or taken the challenge yourself, postings about it are everywhere. This initiative has achieved something that’s every marketer’s dream: going viral and capturing wide attention across the nation in a month or two..

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La Customer Experience è il nuovo Marketing: il caso Mercedes

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

NOTA AICEX: Mercedes dimostra come la Customer Experience sia così importante da essere diventata parte integrante del processo di marketing dell’azienda.

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I have been talking to a lot of people over the past year about the way that customer service is taking on a new importance in most organizations. Of course most executives say that the ‘customer comes first’, but I believe that many companies are now looking to their customer facing team for ideas, leadership and competitive advantage.

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Trasforma le metriche-cliente in Business ROI!

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Oggi analizziamo le caratteristiche di una strategia di misurazione della customer experience vincente.

Metrics are an important topic when it comes to customer experience (CX). They identify the value of good CX and provide a quantitative foundation for CX efforts to compete for funding with other areas of the business. More importantly, however, CX metrics also help identify where to best invest in changes by putting a spotlight on an organization’s strengths and weaknesses.

But CX metrics aren’t a panacea; they are often misused. To gain the most ROI from customer experience efforts, companies must use CX metrics as a learning tool.

When measuring the customer experience, companies should focus on four customer areas: behaviors, attitudes, perceptions, and interactions. But that’s just the first step. It’s what happens after you measure that’s most critical to the ROI picture.

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Customer Service Leadership: quale eredità?

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

La leadership nel customer service è chiaramente legata all’avere una strategia di customer experience e alla capacità di esprimere eccellenza in ogni ambito.

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The simple definition of a leader is someone who has control of influence over people around them. But another, better definition of a leader is one who others follow and are inspired by their presence, influence, and action.

Mediocre leaders lead by force, authority, position, or charisma. Truly effective, transformational leaders lead by inspiration, vision, and effectiveness.

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