Categoria: CRM, Customer Service

Forbes: Le 10 Tecnologie Top per la Customer Experience

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

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AICEX: Potremmo citarne anche altre ma queste sono comunque importanti

Louis Columbus , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

B2B organizations say Sales Force Automation is in their top ten technologies for customer experience.

Gartner found that worldwide, 95% of enterprises have used customer satisfaction surveys.

The smaller the company, the more Customer Service & Support, and Sales Force Automation are important.

Voice of the Customer, Business Process Management, Multichannel Customer Service and Master Data Management deliver the highest impact to customer experience.

These and other insights are from Gartner’s recent webinar The Top 10 Strategic Technologies for the Customer Experience (free opt-in, 57 min., slides 37 pp.). The webinar provides rankings and case studies of which technologies are most effective at improving the customer experience based on interviews with Chief Customer Officers. The top ten technologies that Chief Customer Officers say are the most important for enhancing customer experience include Customer Service and Support, Sales Force Automation, Voice of the Customer (including surveys), Content Management, Business Process Management, Customer Analytics (including modeling and insight), Security & Privacy Management, and e-Commerce.

Gartner next applied the three criteria of impact, frequency, and applicability of technologies to determine which of them have the most positive impact on customer experience. B2B organizations have Sales Force Automation in the top 10, yet B2C and B2B2C didn’t, which is why this category is omitted from the overall top ten list below. Voice of the Customer, Business Process Management, Multichannel Customer Service and Master Data Management deliver the greatest impact to customer experience. Case studies covered in the webinar include GE Healthcare, who is using real-time Voice of the Customer technologies to improve response times to negative customer experiences and attain higher levels of service recovery.

Gartner found that globally 95% of enterprises use customer satisfaction surveys. Chief Customer Officers interviewed in this study use customer satisfaction surveys 68% of the time, competitive benchmarks 35% of the time, and first-call resolution rates (33%) the third-most. It’s common for enterprises measuring customer experience to have 50 or more metrics of customer experience.

Based on this analysis, the top 10 technologies for customer experience are the following:

Voice of the Customer
Business Process Management
Multichannel Customer Service
Customer Analytics
Master Data Management
Content Management
Personalization
UX Design Tools and Platforms
Loyalty Management
Privacy Management

Top 10 Technologies For Customer Experience

SOURCE: http://flip.it/EcLHF

Forbes: 5 Must-Have Components of a Modern Customer Experience

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX

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AICEX: ci piace che il punto 3 esprima un concetto di Risk Management.

Blake Morgan , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Companies coming out of the sharing economy are first to execute well on customer experience innovation. They simply move much faster than anyone else. These companies are moving the fastest to leverage tools such as mobile to bring amazing customer experiences. For example it was just announced you can hail an Uber through Facebook messenger. This is an example of the future of customer experience—channel agnostic interactions. That means regardless of channel the customer can get in touch with the company. Today this is not the case at any large company. There are agents hired specifically for one channel. In customer service today there are walls at every turn–there are walls for agents and walls for customers. There is no fluidity. Fluidity in customer experience puts you light years ahead of your competitors. It is the number one, no-brainer way to flood your gates with customers (in a good way).

There are a handful of tools and practices that will be of huge help as you shape the best possible customer experience you can.

Here are five of my must-have modern customer experience components.

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Forbes: 16 Customer Service and Experience (CX) Trends For 2016

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

(Feature Photo Service for IBM)

AICEX: il nostro preferito è il numero 6. Offriamo un caffè a chi trova 3 azioni legate al Meteo adottabili da subito in Azienda, scrivete ad aicex at aicex dot it. Noi qualcuna l’abbiamo trovata 🙂 
  • Shep Hyken , CONTRIBUTOR
  • I write on customer service, customer experience and related topics.
  • Opinions expressed by Forbes Contributors are their own.

What does the future of customer service and customer experience look like?

Before we can predict the future, we must understand a little about the past and a lot about the present. To see where we’re going, at least in the next year or two, just look at what’s been trending in the last twelve months. Now, some of these have been trending for much longer than a year. Our first item on the list is a perfect example. I said the same thing about customers being smarter than ever last year, and even the year before. Then there are cutting edge trends, such as cognitive analytics, where computers are thinking, not just computing.

So, here are 16 of what I see as the most obvious trends in customer service and experience that are relevant to the majority of businesses.

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CX Journey™: Perchè fare sconti danneggia le Aziende

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

AICEX: Lato nostro ricordiamo che tenere un Cliente è più semplice che acquisirne uno nuovo. Molte aziende sanno quanti nuovi clienti acquisiscono ogni mese, ma quante sanno quanti ne hanno perso … e perchè?  

Image courtesy of JSF0864

Is your customer acquisition (and retention) strategy based on discount pricing? How’s that working for you?

Discounts might be working well to bring customers in the door, but do they stay after they’re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable?

A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price. I answered the question, why do customers really leave?

Today, I want to address the acquisition/retention strategy that many companies undertake – discounts: how they play into the price/value equation and how they impact or sabotage acquisition and retention efforts.

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