Categoria: CRM, Customer Service

FORBES: 3 segreti per la Customer Esperience

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Amazon shipment © Micah Solomon micah@micahsolomon.com

Amazon shipment © Micah Solomon micah@micahsolomon.com

AICEX : Se il punto 1 fosse perfetto il Customer Service avrebbe molto meno lavoro : )

Micah Solomon , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Are you driving your customers crazy with a clunky customer experience and antiquated approach to customer service? Here are three ways to combat this, ideas I suggest as a customer experience and customer service consultant to my clients when they sense growing frustration levels among their customers.

(Time is not on your side here: Clunky systems are becoming less and less acceptable in today’s marketplace; respect for and anticipation of what your customers want are the watchwords for a successful customer experience.)

1. Help Customers Find It For Themselves

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Perchè Starbucks fa poca pubblicità

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, LoyaltyLascia un commento
IMAGE: Getty Images
AICEX: In poche righe un concentrato di CX e Marketing incredibile. Il potere del passaparola, la personalizzazione, la caratterizzazione difficile da copiare. E il bello è che gran parte delle cose le hanno imparate da noi Italiani, che se andiamo in 5 al bar probabilmente ordiniamo 5 caffè fatti in modo diverso (vetro, macchiato, schiumato, caldo, freddo , etc etc … )
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Why did Starbucks choose to forego traditional advertisement for so long? originally appeared on Quora: The best answer to any question.

Answer by Paul Williams, former branding and marketing manager at Starbucks, on Quora:

Short Answer: they haven’t needed it. Word of mouth drove the business.

And, most of the ads you’ve seen featuring Starbucks have been done by partners like Kraft and Pepsi promoting Starbucks ice cream, bottled Frappuccino, and whole beans, not ads for the stores.

CEO of Starbucks Howard Schultz always said, “Our stores are our billboard.”

I love the quote by Walt Disney that reads, “Do what you do so well that people can’t resist telling others about you.”

That’s what Starbucks was doing–something so well, you couldn’t help but bring a friend to your Starbucks if they were from a town that didn’t have one.

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AICEX: L’azienda perfetta non ha Customer Service

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

AICEX: Se un Cliente si rivolge al Customer Service forse qualcosa poteva andare meglio prima.

When customer service is done exceptionally well, it’s in part due to the predictive skills of the particular customer service representative. It’s like a game of checkers: understanding fairly predictable outcomes and always trying to think a step or two ahead.

Customer service exists to help alleviate friction. Need help with a booking decision? Had a rude flight attendant? The feedback channels for companies to deal with this friction may have become more complicated thanks to social media, but generally speaking, the operational protocols are the same: common situations that have been workshopped by CSR trainers to arrive at a customer-friendly resolution.

The way someone is treated at the Ritz-Carlton or a Danny Meyer restaurant when something goes wrong will generally differ greatly from treatment by someone at Spirit Airlines. The former has been highly trained to react to fluid situations with empathy, and in the case of the Ritz-Carlton employee, given a daily stipend to make things right for guests. The latter has to read from a static script or decision tree with the “no” button close at hand.

But even at its finest, customer service is merely one piece of the entire puzzle.

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Disney Institute: Customer Experience vs Customer Service

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

AICEX: Dal Disney Institute c’è sempre qualcosina da imparare.

September 24, 2015 by Bruce Jones, Programming Director, Disney Institute

In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant point of differentiation and competitive advantage.

But, what exactly is customer experience? How does it differ from customer service? And, how focused or concerned should your business or organization be about it? These are all great questions we hear from participants in our professional development training courses, so we thought this was a great opportunity to dive a little deeper.

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