AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: Amazon è un grande esempio di Customer Experience. Vediamo come e perché l’azienda ha contribuito a cambiarla per sempre.
If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.
Continua a leggere “Amazon: come ha cambiato la CX in 5 modi”
NOTA AICEX: Starbucks resta un grande esempio di Customer Service. Vediamo perché.
I enjoy my morning coffee ritual for so many reasons. The obvious benefit is that wonderful jolt of caffeine that helps to jump-start my day.
Yesterday morning, as I was sitting at my usual Starbucks enjoying my tall dark roast for here, I thought about one of the other benefits to starting my day there: observing and learning from the constant flow of customers. Yesterday, however, I concentrated on observing the staff. At this particular Starbucks, the staff is phenomenal. They (and the coffee) keep me coming back.
NOTA AICEX: il customer service diventerà sempre più critico. Esaminiamo i trend per il 2015 —
In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new ways. However most companies just aren’t there yet. They’re still figuring out social support.
I encourage you to think about how these five customer service trends will affect your customer service offering in 2015:
Continua a leggere “Forbes: 5 trend di Customer Service per il 2015”
NOTA AICEX: ascoltare ed interagire con i clienti è dar loro quello che si attendono.
The Smarter Café guy is taking yet another vacation day today, this time for the wedding of his daughter, Jessica. When he arrived at the seaside hotel last night, the 3 bedroom suite wasn’t cleaned! He sulked through dinner with (Play)Joyce, but returned to a clean suite, an apology letter, and a one night credit! Once he gets some coffee this morning his frown upside down will be complete. Until then, here’s a very timely guest post from Melissa Spinella, Services Marketing Manager at Kronos.
I work very closely with our Customer Experience team who tirelessly measure customer satisfaction and ensure that those who don’t have a positive experience are contacted directly to discuss and hopefully resolve the issue. So when an article titled, “Customer Service via Facebook: Benchmarks and Trends” popped up in my MarketingProfs daily email, I was intrigued. The article focuses on a recent report from Socialbakers where they analyzed how 54,000 brands from around the world handle customer interaction on Facebook. The actual results were eye-opening to me. In this day and age, 87% of these major brands with over 500,000 fans think it’s ok to not even allow their customers to interact with them on FB?! And those that do allow interaction, more than 1/3 of the 1.5M questions posed by customers were left unanswered – and that’s just in Q2 FY14!
Continua a leggere “Riesci a far (s)voltare i tuoi Clienti?”
Associazione Italiana Customer Experience - AICEX 
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