Categoria: CRM, Customer Service

Forbes: Come Apple, Virgin, Zingerman’s, USAA gestiscono il tempo di attesa

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento
Apple Store Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

Apple Store, Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

AICEX: Non è importante trascorrere il tempo in maniera piacevole ma conservare un piacevole ricordo del tempo trascorso.

Micah Solomon – CONTRIBUTOR – I write on customer service, customer experience and corporate culture

Opinions expressed by Forbes Contributors are their own.

It’s no secret that customer expectations for speed have accelerated. (Almost daily, it seems.) However: there are instances where you can’t increase your speed of customer service, your delivery of your product, the deliverables of the customer experience. The reality of such situations is that customer expectations have rushed ahead of what you, being a reality-based business, can provide.

So while generally my advice, as a customer service consultant, has been “get with the program already and meet these new customer expectations–before somebody else does!” there have to be exceptions.

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Forbes: Il futuro nel Mobile e Retail shopping experience

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Social, Media, MobileLascia un commento

Source: socialmediaimpact.com

Source: socialmediaimpact.com

Steve Olenski , CONTRIBUTOR
I write about advertising, marketing, media & all subgroups therein.
Opinions expressed by Forbes Contributors are their own.

Not long ago, on September 26th to be precise, I wrote a piece which spoke to the ongoing “battle” marketers are having when it comes to the topic of mobile marketing. I use the word “battle” for it is very much a battle marketers face in trying to get their hands around something that is obviously vital to their long term success.

The aforementioned article, Email Marketing Most Effective, Mobile Marketing Most Difficult, spoke to the large number of marketers who, when surveyed, identified mobile marketing as being “most difficult.”

One company that has been helping retail marketers and retail brands in their “battle” is Point Inside.

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Forbes: Quando un cattivo servizio fa bene al Business

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

(Photo credit: Wikipedia)

AICEX: Ecco gli effetti del MIX Oligopolio, Mercati regolamentati e Aspettative dei Clienti 🙂

Jonathan Salem Baskin , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Airlines, banks, and cable service providers are delivering record-setting profits this year, even though they regularly rank low on most measures of customer satisfaction. The reasons why illustrate the utility of setting expectations, having a monopoly, and being uniquely expert at something, and the danger of assuming that customer-centricity means making customers “happy.”

Airlines

Last week, American Airlines reported record quarterly profits and its first dividend since 1980. Southwest also set a record, and United’s profits were up 51% over a year ago. Delta announced its record quarter a week prior. Customer service seems to have little bearing on these results. Planes are more crowded, and passengers are paying more for tickets and incidental services, like bag check, while fuel costs are down

In fact, airlines rank low in most satisfaction polls — coming in below mortgage lenders in one major survey — and may benefit from consistently lowering traveller expectations, not trying to raise their hopes.

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Forrester’s top 10 predictions for business in 2016

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty, Other, Social, Media, MobileLascia un commento

2016

AICEX: Prestate attenzione al punto 2 : )

Credit: Pixabay

By Carrie Johnson
Computerworld | Nov 2, 2015 7:02 AM PT

2016 will be a year of action for companies. It will be the year that the companies that thrive will be those advancing down the customer obsession path — while those that downplay their customers’ needs will start to wither away.

The good news? You and your technology teams have a critical role in helping — and in some cases, leading — your organization in adapting and thriving in the age of the customer.

Here are the top trends Forrester sees shaping your business in 2016, and what you can do to advance them.

1. Personalization is the new bar.

What it means: The level and quality of contextual, personalized experiences will be a key determinant of who wins mindshare and share of wallet.

How you contribute: Get rid of the IT clutter holding back your strategic work to win, serve and retain customers. CIOs will have to aggressively rationalize and streamline the core IT landscape to make room for and rapidly grow investment in business technology.

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