Categoria: CRM, Customer Service

Perchè la Relazione è importante anche nell’era “Mobile”

su da Gian Carlo Mocciin CRM, Customer Service, Digital, Design, UX, Social, Media, Mobile

Customer Service Depends on Relationships Even in the Mobile Age

AICEX SUMMARY: Ai tuoi clienti può anche non interessare che diventiate amici!

People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It’s also been well over a year since “mobilegeddon,” when Google updated its algorithms to penalize websites without mobile counterparts.

With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers — any time, anywhere.

The mobile browsing experience is remarkably different from surfing via desktop, and it’s about much more than screen size. It’s about immediacy and creating “micro moments” along the journey to purchase. A recent study shows that 63 percent of adults in the United States use their mobile devices several times in a given month to obtain customer support. Ninety percent of them reported poor experiences when interacting with customer support via mobile.

To maximize sales, customer satisfaction, repeat business and referrals, you must master the art of customer service for mobile. Here are three mobile realities to keep in mind, along with a few tips to help you handle them.

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NYT: Coltivare la Brand Loyalty anche con i “Clienti Difficili”

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty 
Sephora’s three-tier rewards program includes samples, tutorials and special events for loyal customers.Dado Galdieri/Bloomberg

AICEX SUMMARY: I Clienti si iscrivono ad un programma loyalty per i vantaggi, ma se poi continuano a farne uso è per le Esperienze.

AMERICANS are both more loyal and more fickle than ever before, judging by the number of customer rewards cards they have and the number they actually use.

Households, on average, hold membership in 29 loyalty programs across the retail, financial services, travel and other industries — that’s a total of 3.3 billion nationwide, up 26 percent from 2013, according to a 2015 reportby Colloquy, a loyalty marketing research company.

But most households use only 12 of those cards, a proportion that has dropped 4.5 percent from 2013.

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INC: 4 cose per migliorare la CX nelle Assicurazioni Sanitarie, e non solo …

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty

AICEX: Valido per tutti i servizi che devono “funzionare al momento del bisogno”.

Originally published by Don Peppers on LinkedIn: Delivering a Frictionless Customer Experience in Healthcare Insurance

Healthcare definitely isn’t what it used to be.

In previous posts I’ve talked a great deal about the importance of ensuring that your customer experience is as frictionless as possible. And when I use the term “frictionless” I’m talking specifically about an experience a customer would find to bereliable (working well, with no flaws), valuable (not overpriced, easy to understand),relevant (specific to that customer), and trustable (designed to operate in the customer’s interest, proactively).

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Come risolvere il più grande problema con la Customer Loyalty

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty

How to solve the customer loyalty problem

“AICEX SUMMARY: Che i cataloghi premi fossero una cosa dei tempi andati si era capito : )”

Written by Vivek Jaiswal | Co-founder, Customer Guru

What is the first thing that comes to your mind when you think of customer loyalty? Is it a customer that sticks by your company through thick and thin or is it those loyalty cards that many companies use as an excuse for building customer loyalty? If it is the latter, you’ve got your whole perspective wrong!

Customer loyalty is not something that is given, it is something that your company should earn.

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