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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Quanto costa la Customer Experience?

Quando si parla di CX si pensa sempre al miglioramento del churn rate, all’advocacy, ma spesso si dimenticano gli enormi benefici economici che ne derivano.

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable, though; and it’s one that’s not as often talked about.

This is: dramatically cutting the cost to serve your customers.

Strategy-Pricing

Think about how much an unhappy customer (before they churn) costs you. They call your help lines. They file support tickets. They return products. Each of these instances is a touchpoint that represents a real cost for you. And, depending on how you choose to resolve these instances (through refunds or discounts, for example), that cost could end up being quite high.

And, in the meantime, these same unhappy customers are likely to be telling others about their dissatisfaction. The White House Office of Consumer Affairs reports that unhappy customers will tell an average of 9 to 15 people about their experience — and 13% of those tell more than 20. This, in turn, creates a vicious cycle: As unhappy customers ward off potential new customers, you may be forced to invest more in your marketing and advertising, which means less to invest in your customer experience and more… unhappy customers.

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Consigli per migliorare il Customer Engagement

Nota AICEX: alcune idee su come migliorare ed incrementare il customer engagement, senza trascurare la user experience.

Customer engagement is a term that is tossed around frequently in marketing circles. I am finding out that even though many of us are using it in daily conversation, there is an element of confusion. This phrase has become more buzz-term friendly than user friendly. Let’s clear up the confusion, shall we?

The goal of this article is to not provide a comprehensive guideline to create customer engagement. However, it will provide some simple basics that will jumpstart your thought process and point you in the right direction to increase your customer engagement.

• Provide A Clear Customer Path: Think about where your brand is coming in contact with the customer. Consider how this is happening as well as all the touch points along the customer path. Keep in mind, there many be channel hops and places where the brand is not displaying your message consistently along the path. Many times this causes the customer to click away from your brand.

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Il Cliente NON ha sempre ragione

NOTA AICEX: prima di lavorare sulle customer expectations e sul miglioramento del servizio, analizziamo alcuni miti del Customer Service.

“#CustomerService Trumps almost everything, even your marketing and #ProductImprovement, efforts won’t amount to anything if customers are leaving—and spreading bad reviews about your company …”

It seems simple enough, meet #CustomerExpectations, and people are happy…If you exceed them, customers become Loyal to your Brand and yet many organizations, Big & Small, are struggling to provide #GoodCustomerService…!!

In most cases, I know businesses want to do good for their customers—they just don’t know how… Sometimes they’re just doing it wrong…So before we dive into improving customer service for your organization, let’s set the record straight first…

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