Forbes: 8 modi per migliorare immediatamente il Customer Service

NOTA AICEX: prima di iniziare a definire una qualunque iniziativa di customer service è importante avere un chiaro framework di lavoro. Vediamo insieme alcuni aspetti fondamentali da non perdere di vista.

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details.
Bite by bite, like eating an elephant

But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to start to get things off the ground yourself—today.

So here are some places to get started on your own customer experience initiative, rather than being paralyzed by the sense of too much to do, in too little time.

Like the proverbial elephant that you can only eat bite by bite (no, animal lovers, I don’t actually recommend the eating of elephants), go ahead and bite off one of these today and dig in.

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Riuscirà Starbucks a rendere unici 23’000 Coffee Shops?

NOTA AICEX: Starbucks sta attraversando un momento di grande cambiamento, come i suoi coffee shops. Alcuni di essi sono veri pezzi di architettura moderna, altri invece sono realizzati su carrozze ferroviarie. Vediamo a Seattle si lavori alacremente per rendere ogni punto vendita unico.

At Starbucks’s global headquarters in Seattle, a designer quietly ushers me down a shadowy hallway, tucked behind a room filled with boxes and photocopiers that it appears no one ever uses. We reach an office with the blinds drawn. She glances around, pulls a key from her pocket, and waves me inside. We shut the door and turn on the light. The room is barely bigger than a closet, finished in drab blue carpet and dull white paint. Every square inch of its walls are covered in photos of fixtures and furniture, fabric swatches, metal fasteners, and samples of wood. There are hundreds of images, possibly a thousand or more, linked together by a carefully plotted string of yarn, like some serial killer map out of a crime drama.

Each string is labeled with adjectives: words you associate with any Starbucks, like “sincere” and “warm,” along with words you probably don’t, like “elegant” and “curious.”

Starbucks builds some of the most architecturally stunning coffee shops in the world. In a historic bank on Rembrandtplein Square in Amsterdam, a ceiling undulates with 1,876 blocks of Dutch oak. On a double-decker train car in Switzerland, a 50-seat Starbucks with table service allows commuters from the Geneva Airport to unwind. On a street in Dazaifu, a small city in western Japan, a latticed shrine pays tribute to the god of learning. Each location is a gorgeous piece of design that makes a strong nod to its context. It just so happens that they also sell coffee.

Rien Meulman

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Il Cliente NON ha sempre ragione

NOTA AICEX: prima di lavorare sulle customer expectations e sul miglioramento del servizio, analizziamo alcuni miti del Customer Service.

“#CustomerService Trumps almost everything, even your marketing and #ProductImprovement, efforts won’t amount to anything if customers are leaving—and spreading bad reviews about your company …”

It seems simple enough, meet #CustomerExpectations, and people are happy…If you exceed them, customers become Loyal to your Brand and yet many organizations, Big & Small, are struggling to provide #GoodCustomerService…!!

In most cases, I know businesses want to do good for their customers—they just don’t know how… Sometimes they’re just doing it wrong…So before we dive into improving customer service for your organization, let’s set the record straight first…

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Non puoi automatizzare un servizio eccellente

E’ possibile togliere del tutto il contatto umano ed automatizzare tutti i servizi?

I am a great fan of online banking. It is convenient, simple and gives me control to do my banking without the need to visit a bank branch. It works for nearly 90% of all of the banking activity. There are rare times that it is necessary to visit my branch to complete a transaction. These are the times when I need to have a one to one interaction with a real person.

I was interested to read the story in a recent issue of the  Galway City Tribune about Bank of Ireland’s latest innovation at their Mainguard Street branch.  (http://connachttribune.ie/city-bank-become-cashless-branch/ ). The ground floor of this branch will become in the bank’s language “a digital branch” with all of the transactions digitised. Their statement that all of the familiar faces will be available upstairs to deliver business as usual fails to mention that lodging or withdrawing cash is no longer one of the services available. To lodge or withdraw you need to go to a different bank branch.

BOI Mainguard St crop

 

My own bank has adopted a different approach. The branch remains open until 5pm as heretofore but closes the counter services at 3pm. This is done by pulling down a counter blind with a message telling customers that the counter is closed and that they must use the machines only. This bank is currently running an advertising campaign with the tag line “back to basics”.

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