INFOGRAPHIC: 15 priorità di customer experience

 

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 ?

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 ?

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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Riuscirà Starbucks a rendere unici 23’000 Coffee Shops?

NOTA AICEX: Starbucks sta attraversando un momento di grande cambiamento, come i suoi coffee shops. Alcuni di essi sono veri pezzi di architettura moderna, altri invece sono realizzati su carrozze ferroviarie. Vediamo a Seattle si lavori alacremente per rendere ogni punto vendita unico.

At Starbucks’s global headquarters in Seattle, a designer quietly ushers me down a shadowy hallway, tucked behind a room filled with boxes and photocopiers that it appears no one ever uses. We reach an office with the blinds drawn. She glances around, pulls a key from her pocket, and waves me inside. We shut the door and turn on the light. The room is barely bigger than a closet, finished in drab blue carpet and dull white paint. Every square inch of its walls are covered in photos of fixtures and furniture, fabric swatches, metal fasteners, and samples of wood. There are hundreds of images, possibly a thousand or more, linked together by a carefully plotted string of yarn, like some serial killer map out of a crime drama.

Each string is labeled with adjectives: words you associate with any Starbucks, like “sincere” and “warm,” along with words you probably don’t, like “elegant” and “curious.”

Starbucks builds some of the most architecturally stunning coffee shops in the world. In a historic bank on Rembrandtplein Square in Amsterdam, a ceiling undulates with 1,876 blocks of Dutch oak. On a double-decker train car in Switzerland, a 50-seat Starbucks with table service allows commuters from the Geneva Airport to unwind. On a street in Dazaifu, a small city in western Japan, a latticed shrine pays tribute to the god of learning. Each location is a gorgeous piece of design that makes a strong nod to its context. It just so happens that they also sell coffee.

Rien Meulman

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