Categoria: CRM, Customer Service

FORRESTER: Customer Service … un must to have!

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

Nota Aicex: fornire un eccellente customer service non è discutibile. I clienti si sentono maggiormente motivati ad esigere sempre servizi di alto livello e le aziende non possono restare indietro. Inserire il customer service nella cultura ed investire in training ad-hoc sono solo alcuni degli aspetti che ogni azienda non deve trascurare.

Great customer service is something that everyone expects but not everyone receives. A 2013 Forrester report, Navigate the Future of Customer Service, states that customer service is “moving from being a cost center to a being a differentiator.” And a report on call center efficiency from the International Computer Management Institute found that superior customer service creates real value for clients in efficiency and customer satisfaction, as well as business unit and strategic value.

Customer Service

Good customer service can’t be bolted on. It must be ingrained in a company’s culture. When a focus on the customer is a company’s paramount business priority, everyone, no matter what their role, is ready and willing to assist. Whether or not a company is in a service business, it can view each instance a client contacts it as an opportunity to provide exemplary customer service.

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La tradizionale Customer Loyalty è morta?

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

Nota AICEX: che fine ha fatto la tradizionale Customer Loyalty? Esiste ancora oppure è stata soppiantata dalla Customer Experience?

traditional-loyalty-dead

An older version of customer loyalty is dead, according to Emily Collins, Analyst, Forrester Research.

During her session, “Leverage Loyalty Beyond the Program,” at Forrester’s Forum for Customer Experience Professionals East last month in New York City, Collins espoused that theory.

“Loyalty owned and ruled by points and discounts is dead,” Collins said. “Long live elevated loyalty strategies that focus on creating great relationships with customers through things like recognition, relevancy, emotion, and engagement.”

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5 lezioni di CX da un tassista

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

TAXI

NOTA AICEX: Se lo volete abbiamo trovato anche le 5 lezioni CX dalla Signora delle pulizie. Giuro ! E vi assicuro che non sono affatto banali.

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something you could extract more pleasure from watching the video at the end.
This experience teaches us some fundamental lessons that we all could learn from.

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5 ragioni per cui i clienti ridono dei vostri script di Customer Service

su da Gian Carlo Mocciin CRM, Customer Service1 commento

NOTA AICEX: nella maggior parte dei casi gli script del Customer Service rendono i clienti furiosi. Perché? Nella maggior parte dei casi sembrano rendere ogni operatore un robot che si limita ad eseguire senza partecipare emozionalmente alla conversazione.

Scripted customer service isn’t customer’s best friend. In the best case scenario people will laugh at your scripts, but most of the time it actually makes them furious. People don’t hate scripts, they just hate how your business uses them. They hate talking to a robotic customer service rep that can’t seem to think for himself.The truth is people just hate being deceived.

What happens is you make your customers think that they can call you anytime and talk to one of your employees to have their problems resolved. That’s basically what putting a phone number or live chat window on your website means.

Let’s say a customer calls with a problem. Chances are he’s already quite angry with your brand for causing yet another problem in his life. Your only goal from there should be to make sure this customer hangs up with his problem solved and a happy memory of how helpful your staff was. Isn’t that customer service’s ultimate goal?

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