Categoria: CRM, Customer Service

È l’esperienza quella che conta

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

 

AICEX: In un periodo di attenzione ai costi e servizi mediocri, un buon servizio può fare (da solo) la differenza ?

It seems like customer service has dropped off in most companies. The people at the counter don’t seem to really care about me as a customer. Often, I will be waiting to pay at the counter and the person working there is on their cell phone or talking to a co-worker. I expect to be the focus of their attention – especially when I am trying to give them money.

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Forbes: La relazione tra Marketing ed Engagement nella Customer Journey

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

Brian Walker , CONTRIBUTOR

It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast range of digital touchpoints.

For marketers, the upsides of the new customer journey are huge, but so are the challenges. Like it or not, brands and marketing teams need to rethink everything and begin utilizing resources that are better at facilitating and strengthening connections across a constantly growing list of engagement opportunities.

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L’esperienza online come prosecuzione di quella offline

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UXLascia un commento
IDC analysts

 AICEX Interessante articolo sulla sinergia tra mondo fisico e digitale nel retail

By | Published 10:11, 22 August 14

A recent discussion with an experienced industry leader who is working to reimagine the role of the high street store has highlighted some important implications of current retail omni-channel trends that will have a profound impact on retail business models and IT strategies in future.

Rapidly changing, technology-led consumer expectations and demands while online and in-store will make it essential for retailers to better align their business and operations with the core notion of customer-centricity, which goes far beyond providing exceptional customer service.

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6 modi (ironici) per tenere lontani i vostri Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, OtherLascia un commento
 AICEX: Il nostro preferito è il numero 1 🙂  —-

Moving has a lot of perks: excitement about a new city, jitters about a new job, and creativity (read: spending gobs of money) on decorating a new apartment.

How to turn off your customers in six sarcastic steps

But moving also means canceling your cable and Internet, ending – and starting new – utilities, frantically searching for apartments, and, once you’ve found that apartment, lugging boxes from dusk to dawn.

Cable?

Utilities?

Realtors?

That sounds like a bad dream. (And I’m living proof that it is.)

From a marketer’s standpoint, though, it’s more than a bad dream: The poor customer service associated with moving, whether intentional or not, is a nightmare.

So today, I present a six-step checklist to help you turn off customers and market like it’s 1999. (Side note: sarcasm and I hang out on the reg.)

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