Categoria: CRM, Customer Service

Da Zero a $5 Billion grazie al Customer Service

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

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By Flavio Martins

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world.

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Behind the scenes, the bank operations would astound most traditional bank executives. Metro Bank spend nothing on marketing, spends no money on advertising. It’s sole focus? Developing fantastic relationships with customers and utilizing word-of-mouth as its primary driver in new customers. Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs.

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Customer Experience Touchpoints: 5 suggerimenti per gestire il cambiamento

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, LoyaltyLascia un commento

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AICEX: se mappi una Customer Journey poi dovresti anche cambiarla : )

Modern businesses change often and rapidly.  What you focused on 12 months ago will often evolve into a new perspective a year later.  It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements.  Failing to do so creates a disjointed and clunky experience, reducing customer engagement and ultimately reducing recommendation and satisfaction.  One of the best ways to keep it simple and manageable is to track your customer touchpoint. Many respected authors and publishers give great steer on how you should carry out this work initially.

Customer experience touchpoint invariably represent your “moments of truth” within your customer journey – that is to say the moments of truth and the moments of pain when you have the most ability to delight or frustrate your customers.  As change happens, being in the loop to re-map your customer experience touchpoint, consider impact and make changes to processes and systems reduces negative impact.  If you’re in an organisation that is silo’d you may not have the good fortune to make the changes in advance.  You need to quickly respond and make the changes to avoid a poor customer experience.  Here’s five tips on the best approach to take.

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Dopo le librerie chiuderanno anche i ristoranti?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Marketing, Loyalty, Social, Media, Mobile

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AICEX: Un trend da osservare.

Author: Jared Shimoff  Co-founder, NetWaiter

As restaurant online ordering continues to grow, many restaurants are adding the service as a convenience for their customers and to increase sales. As a result, some online food ordering trends are starting to emerge, including the increased adoption of mobile technologies, the decline of phone orders, and others. Years ago, large pizza chains were quick to jump on-board with these advancements, while smaller restaurants just recently starting adding these conveniences at a faster clip. This is a breakdown of the latest trends in online food ordering to get you up to speed:

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McKinsey: I “consumer trends” per i prossimi 15 anni

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

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AICEX: tra 15 anni potremmo sempre dirvi “ve lo avevamo detto”.

In light of dramatic changes in the consumer landscape, how can retail and packaged-goods executives prepare for the future?

December 2015 | byRichard Benson-Armer, Steve Noble, and Alexander Thiel

What can happen in 15 years?
A look back at 2000 shows how much the world can change in just a decade and a half. Back then, about 30 percent of people in developing countries lived in extreme poverty, compared with less than 15 percent today.1 Only 12 percent of people owned a mobile phone; now, more than 60 percent do. Facebook, which today has almost 1.5 billion users, hadn’t launched yet. These and other developments have changed how consumers live, think, and shop—and the changes are only going to accelerate. What’s going on in the world economy is “no ordinary disruption,” as our colleagues have explained at length.2
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