Autore: Gian Carlo Mocci

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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Quale sarà l’evoluzione delle customer relation: il CX team!

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

Nota Aicex: una interessante infografica sul team di customer experience, visto come evoluzione naturale nelle relazioni con il cliente.

What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

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NPS: è tutto oro quello che luccica?

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

NOTA AICEX: parliamo spesso di NPS come KPI, ma è davvero tutto oro quello che luccica?

One of the first few questions that organisations ask on adopting NPS is “should they set NPS as a KPI?”  While the intention could be right to ensure that the team is serious about NPS, it is equally important to ensure that the program has reached the maturity level of adopting NPS as a KPI. Do it too early and it will face a lot of resistance from the team. Do it too late and the program loses its value.

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A few pointers to keep in mind while you are on the NPS journey.

“We are in it with you”. The company should give out a clear message to its employees. Imagine the detractors reaching out to your front line employees. When they voice their concern, then other than acknowledging it if your team is clueless on the next steps it will only lead to repeat complains and further customer dissatisfaction. With no defined system in place the frontline feels helpless and this effects their morale. Any organisation would definitely not want to get in this vicious cycle of unhappy employees and customers. The solution here is to define a process for handling customer issues and equipping the team with the right tools to collect customer feedback, analyse this data and take necessary action to address these issues. The employees should get the message that the company is in it as much as the team and willing to equip them with the right processes and tools.

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Riesci ad evitare gli errori di CX?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

NOTA AICEX: vediamo oggi alcuni errori da evitare per implementare una corretta strategia di Customer Experience Management.

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On an almost daily basis I speak to companies about their thoughts and strategies on providing the best possible customer experience and it’s fair to say that the vast majority view it as a high priority on their business planning agenda. However, in the real world the challenge is often converting great ideas into a practical operational plan that can really improve the customer experience.

In my experience, there are four key pitfalls that many organisations face when searching for the right Customer Experience Management (CEM) strategy for their business and it is worth all management teams being mindful of them and planning to avoid them:

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