Categoria: CRM, Customer Service

Dal Cliente “mordi e fuggi” a quello “per tutta la vita”

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

AICEX: chissà perché nelle aziende ci ostiniamo a NON fare ciò che sappiamo andrebbe fatto.

Customer service, both good and bad, has a long lasting impact on revenue. Today, customers can immediately go online to voice frustrations and discontent with a brand, and with online purchases and competitor information easily available, a business’s time frame to please customers during the purchasing phase is short.

It’s up to each business to make sure customers are happy at every stage in order to gain repeat business. Now more than ever, businesses need to create a strategy to build relationships that result in a lifetime of purchasing.

With that in mind, here are a few tips to turn a one-time buyer into a lifetime buyer:

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Satisfaction e Loyalty, una differenza importante

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

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image: http://cdn2.business2community.com/wp-content/uploads/2015/08/1500w1-900×560.jpg

AICEX: Talvolta “dimentichiamo” la differenza e le implicazioni che questa comporta sul Business. 

Customer Satisfaction Definition

Customer satisfaction is a customer’s perceived satisfaction or happiness with a company based on their overall experience with the company’s products and services, the way they’re treated by employees and all other interactions they’ve had with the company. A company’s customer satisfaction score is normally based on data collected in surveys.

It’s important to remember that customer satisfaction can:

  • be fleeting and fickle – here today, gone tomorrow. A customer reevaluates their level of satisfaction with your company after every individual interaction they have. Their online experience may have been great, but a later phone conversation may have been horrible so their response to your question, “are you satisfied,” could change from one day to the next.
  • provide a false sense of security to your company.  For example, cable television customers who have only one service provider available to them in their area may say that they are satisfied with their service because they haven’t experienced any problems. However, they would switch providers in a minute if a competitor came to town with a lower price or more features.

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Customer Experience Non-Trends for 2016

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

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AICEX: Il Post più originale che abbiamo letto quest’anno … va bene siamo solo a Gennaio : )

SOURCE : http://customerthink.com/customer-experience-non-trends-for-2016/

It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.

Bruce Temkin, for example, has published his 11 Customer Experience Trends for 2016 (why 11? Presumably because it’s one better than ten). He has identified such things as Journey Designing, Empathy Training, and Predictive Analytics as areas to watch, and declared that 2016 will be The Year of Emotion.

Who am I to disagree?

But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2016 as they were in 2015 and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.

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Disney Institute: I 10 migliori post del 2015

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer Neuroscience, Digital, Design, UX, ROI, NPS, VOC, KPIs, Social, Media, MobileLascia un commento

AICEX: We are proud to “publish” this post on our blog : ) 

December 15, 2015 by Bruce Jones, Programming Director, Disney Institute

It’s nearly 2016! Though they always seem to come so quickly, I’m always excited to welcome a New Year. But, before we close out 2015, let’s look back and review our most popular Talking Point blog posts of the past 12 months.

From the critical role that training plays in sustaining employee engagement, to improving leadership skills, to delivering exceptional customer experience, we explored many compelling topics and organizational opportunities this year.

So, here they are…we’re counting down the “Top 10” Most Popular Talking Point posts of 2015*:

10.) Customer Service Vs. Customer Experience: What’s The Difference And Why It Matters

9.) Disney Customer Service 101: Why Courtesy Is Not Always Our First Priority

8.) Spring Into Action: Catch Employees Doing ‘It ‘ Right

7.) A New Year’s Resolution: Three Ways to Get Your Customer Experience In Shape

6.) Leadership Tips: Three Rules of Intentional Listening

5.) A Leadership Legacy: Memories of Walt Disney

4.) Exceeding Guest Expectations: It’s All In The Details

3.) Customer Service Disney Style: What If You Can’t Give a Customer What They Want?

2.) Mission Vs. Purpose: What’s the Difference

1.) How Would You Respond If Asked: What Time Is the 3 o’Clock Parade?

*Rankings are based on the number of total unique visitors to each post.

Tell us – What topics or areas would you like us to cover on Talking Point in 2016?

We would love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using hashtag #DThinkBlog.

SOURCE: https://disneyinstitute.com/blog/2015/12/counting-down-to-the-new-year-our-top-10-posts-of-2015/385/?CMP=SOC-DI-Blog-2015Top10-12-15-15

Original Title: Counting Down To The New Year: Our ‘Top 10’ Posts Of 2015