Categoria: CRM, Customer Service

Customer Experience nel settore Lusso: scegliere le parole giuste

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

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NOTA AICEX: quali sono le parole da utilizzare con i clienti dei luxury brands? Come si differenziano a seconda del marchio? – 

I’ve heard it said that women fall in love with their ears and men with their eyes. I’m a woman who studied music and has an ear for languages. Perhaps this is why I’m particularly attuned to the words I hear, especially when those words are delivered as part of a luxury customer experience.

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Come misurare la Loyalty?

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

customerloyalty

AICEX: Misurare la customer loyalty non è sempre ovvio. Analizziamo le caratteristiche delle metriche di loyalty.

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability and validity of your loyalty metrics and needs to be considered whenever you are measuring customers’ attitudes/perceptions/opinions.

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I 5 benefici del Self-Service e Natural Language

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

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AICEX: i sistemi di self-service si sono evoluti enormemente. Esploriamo alcuni benefici delle nuove tecnologie che comprendono anche il riconoscimento vocale e il voice to text.

When interacting with organisations, customers value convenience, speed and consistency above all.Self-service systems deliver in all three of these areas, which is leading to their widespread adoption on the web. But self-service isn’t stopping there. Advances in speech recognition and voice to text technology mean that companies are beginning to look beyond websites to applying self-service to channels such as the telephone, in the contact centre and to apps on mobile devices. This convergence opens up new opportunities for engagement and improving the customer experience.

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La relazione col cliente? Fatela facile…

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

easy maze

NOTA AICEX. Nella relazione con il cliente vale una regola di base: renderla il più semplice possibile – 

Want a better relationship with your customers? Want to spend less time and money dealing with frustrated or irate customers? Want more customers to walk out of the store with your extended warranty or service plan? There’s a sure fire way to make these things happen, plain and simple.

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