The Guardian: Ecco perché l’innovazione non è sempre la scelta migliore

Could employing staff on checkouts turn out to be a key point of difference for supermarkets? Photograph: Bloomberg via Getty Images

AICEX SUMMARY: “Consumers are reacting against the dehumanisation of experiences and increasingly will want to find a person on the other end of the line”. // “As we’re increasingly becoming more and more technology-obsessed, many business leaders have come to the false conclusion that technology should lead their brands”.

As study after study predicts huge swaths of jobs will be wiped out by automation in the coming decades, there’s one factor that might just throw a spanner in the works of the robot workforce takeover: the marketing power of brand human.

Just as Fair Trade and organic branding initiatives have convinced consumers to pay a higher price for products and services that might not be produced in the most coldly efficient way possible, businesses are realising the potential to carve out a niche in the face of growing disenchantment with the rise of the machines.

Marketers have identified a range of branding benefits to retaining human talent in the face of cheaper and more efficient automated alternatives – from the ethical glow of providing employment for communities to the customer relationship-building potential of human interaction.

Continue reading “The Guardian: Ecco perché l’innovazione non è sempre la scelta migliore”

Forbes: la Customer Experience serve per far star bene i clienti, non le aziende!

 

AICEX: Tanto per evitare incomprensioni, se i Clienti stanno bene quasi certamente stanno bene anche le Aziende di cui sono clienti! : )   

Photo: Shutterstock – Author: Micah Solomon,  Forbes Contributor

A great customer experience is one where customers feel good, even look good, during their time spent doing business. So, it’s important that a business invest in whatever will improve a customer’s feelings and self-esteem.

I was recently reminded of  this customer experience principle in, of all places, the bathroom. To be specific, it came to me while I was standing in front of my bathroom mirror at the gorgeous Old Edwards Inn, a luxury resort in Highlands, NC. (No, this isn’t how I always travel, I’m afraid. I was there for work. But I didn’t enjoy it any less.)

The version of my face that I saw smiling back at me had a healthy glow and an almost halo-lit appearance.  Optimistically, if preposterously, I was tempted to attribute this to my brief time in the North Carolina mountain air.  Whatever the source, looking good was an immediate boost to my spirits, particularly since I was slated to step onstage within the half hour.

Continue reading “Forbes: la Customer Experience serve per far star bene i clienti, non le aziende!”

Ecco come Disney batte tutti sul Customer Service

PARTNERS (1)

AICEX: Nonostante siano cose che sappiamo abbiamo difficoltà a metterle realmente in pratica.

— It’s no secret that the Walt Disney Company offers some of the best customer service in the world. Achieving this high level of customer service is no accident; it is the result of a carefully constructed plan that is strictly followed. Disney doesn’t simply want to provide good customer service in certain places of the business; they want to provide excellent customer service in all areas.

Continue reading “Ecco come Disney batte tutti sul Customer Service”