Autore: Gian Carlo Mocci

Forbes: 8 modi per migliorare immediatamente il Customer Service

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: prima di iniziare a definire una qualunque iniziativa di customer service è importante avere un chiaro framework di lavoro. Vediamo insieme alcuni aspetti fondamentali da non perdere di vista.

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details.
Bite by bite, like eating an elephant

But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to start to get things off the ground yourself—today.

So here are some places to get started on your own customer experience initiative, rather than being paralyzed by the sense of too much to do, in too little time.

Like the proverbial elephant that you can only eat bite by bite (no, animal lovers, I don’t actually recommend the eating of elephants), go ahead and bite off one of these today and dig in.

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INFOGRAPHIC: 15 priorità di customer experience

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

 

NG Customer Experience Summit

The NG Customer Experience Summit Australia kicks off in Canberra today. To help mark this event our designers have helped organiser GDS create this infographic using data from their recent survey. It shows the top 15 customer experience priorities for leading brands in Australia and the US.

As a content marketing business, we were pleased to see a decent level of interest in video content and branded content. Our own content marketing survey earlier this year revealed that Aussie and Kiwi brands are planning a big push when it comes to video content this year. We’re seeing a lot of interest from clients who are keen to diversify their blogging and social media activity with video blogs and custom animations.

The NG Customer Experience Summit runs until Thursday at the Hotel Realm in Canberra.

Top 15 Infographic

http://www.castleford.com.au/blog/2014/infographic-top-15-customer-experience-priorities

AICEX Customer Experience Italian Association

Ha senso digitalizzare il consumer decision journey ?

su da Gian Carlo Mocciin Customer JourneyLascia un commento

NOTA AICEX: trarre vantaggio dalla digitalizzazione e fornire ai clienti delle esperienze cross-channel perfette è diventata l’ossessione di molti manager. E’ vero oppure si tratta di una corsa vana?

Many of the executives we speak with in banking, retail, and other sectors are still struggling to devise the perfect cross-channel experiences for their customers—experiences that take advantage of digitization to provide customers with targeted, just-in-time product or service information in an effective and seamless way.

How consumer behavior keeps changing

This quest for marketing perfection is not in vain—during the next five years or so, we’re likely to see a radical integration of the consumer experience across physical and virtual environments. Already, the consumer decision journey has been altered by the ubiquity of big data, the Internet of Things, and advances in web coding and design.1 Customers now have endless online and off-line options for researching and buying new products and services, all at their fingertips 24/7. Under this scenario, digital channels no longer just represent “a cheaper way” to interact with customers; they are critical for executing promotions, stimulating sales, and increasing market share. By 2016, the web will influence more than half ofall retail transactions, representing a potential sales opportunity of almost $2 trillion.2

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Perché Amazon è al top e Bank of America no ?

su da Gian Carlo Mocciin Customer NeuroscienceLascia un commento

NOTA AICEX:  perché ci sono aziende come Amazon, Apple e Zappos che soddisfano ampiamente le esigenze dei loro dipendenti ed alcune che non sono in grado di farlo? Colin Shaw ci spiega il legame tra employee culture e customer experience.

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

The Top 10 Companies

As you can see, Amazon sits at the top. According to the global leaders, that’s because:

  • They deliver excellence customer service.

  • They communicate well.

  • They are easy to use.

  • They have high-quality touch points.

  • They have stated publicly they want to be the “Earth’s most customer centric company.”

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