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.
McDonald’s is ringing in the new year with another push in its effort to revamp its image and relationship with customers.
As part of the new look, McDonald’s will debut new packaging, signage and uniforms for workers, it said Friday. The company is also planning on increasing its emphasis on the “lovin'” part of its “I’m lovin’ it” tagline.
Continua a leggere “McDonald’s: l’ultimo tentativo per riconquistare i clienti”
AICEX: offrire prodotti e servizi gratis può essere una eccellente strategia per incentivare up-selling, cross-selling, brand awareness, ecc.
Sometimes one of the greatest ways to provide great customer service is to give something of value away for free. It doesn’t have to be anything big or expensive. It can be something small. Really small. It just has to be valuable to the customer. Continua a leggere “Il Gratis può essere una buona strategia ?”
Roughly 79% of travelers prefer to buy ancillary products and services directly from airlines rather than a third party to create a total travel experience. This is the telling statistic that emerged from a recent study published by what might be considered an unlikely source – global distribution system (GDS) Amadeus.
Continua a leggere “Amadeus: personalizza la tua esperienza di viaggio”
Oggi analizziamo le caratteristiche di una strategia di misurazione della customer experience vincente.
Metrics are an important topic when it comes to customer experience (CX). They identify the value of good CX and provide a quantitative foundation for CX efforts to compete for funding with other areas of the business. More importantly, however, CX metrics also help identify where to best invest in changes by putting a spotlight on an organization’s strengths and weaknesses.
But CX metrics aren’t a panacea; they are often misused. To gain the most ROI from customer experience efforts, companies must use CX metrics as a learning tool.
When measuring the customer experience, companies should focus on four customer areas: behaviors, attitudes, perceptions, and interactions. But that’s just the first step. It’s what happens after you measure that’s most critical to the ROI picture.
Continua a leggere “Trasforma le metriche-cliente in Business ROI!”
Associazione Italiana Customer Experience - AICEX 
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