Categoria: CRM, Customer Service

5 modi per fornire un’esperienza di Client Service memorabile

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Nota Aicex: tutte le aziende ritengono di fornire servizi di qualità. Come facciamo a dimostrarlo? Come possiamo sapere se la qualità fornita è migliore o peggiore rispetto al passato? Ken Grady ci insegna 5 modi per garantire un’esperienza memorabile.

“When Americans say it was great, I know it was good. When they say it was good, I know it was okay. When they say it was okay, I know it was bad.” Laura Klos Sokol

 

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We all provide quality services. We know that, because we tell everyone we provide quality services. No one has shown us a convincing argument to the contrary, so we must be right. But how do we demonstrate that we really provide quality services? How do we know our quality is improving or, shudder, declining? We always want to find ways to demonstrate the value of what we do, but demonstrating quality service is a tough one.

When I moved from being a service provider to companies to being a service provider inside a company, my boss gave me his view on how our business clients evaluated the quality of our services. I have tested his theory over the years, and realized he was on to something.

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Come perdere un cliente in 10 giorni

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

NOTA AICEX: la maggior parte delle aziende stanno, consciamente o meno, sabotando le loro relazioni con i clienti. Questi ultimi sono esacerbati e stanchi di sopportare e vogliono essere certi che i loro amici sappiano tutto.

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After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You, which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days, for today’s post.

When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship,” but let’s just use Merriam-Webster’s definition: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.

That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.

My 19 Signs post was more about how customers were not showing their love to brands anymore. In this post, the focus is on companies and the things they are knowingly or unknowingly doing to sabotage their customer relationships..

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Fissare gli obiettivi di Customer Loyalty

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

Nota Aicex: usare le customer survey non significa automaticamente migliorare i KPI di soddisfazione dei clienti. Non solo gli obiettivi devono essere specifici e misurabili, ma il tutto deve essere programmato in un’ottica di Customer Experience.

All companies who use customer loyalty surveys strive to see increases in their customer loyalty scores. Improving customer loyalty has been shown to have a positive impact on business results and long-term business success. Toward that end, executives implement various company-wide improvements in hopes that improvements in customer loyalty scores will follow.

One common method for improving performance is goal setting. There is a plethora of research on the effectiveness of goal setting in improving performance. In the area of customer satisfaction, what typically occurs is that management sees that their customer loyalty score is 7.0 (on a 0-10 scale) at the start of the year. They then set a customer loyalty goal of 8.0 for the end of the fiscal year. What happens at the end of the year? The score remains about 7.0. While their intentions are good, management does not see the increases in loyalty scores that they set out to attain. What went wrong? How can this company effectively use goal setting to improve their customer loyalty scores?

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Sicuri che sorridere ai Clienti faccia bene ai Dipendenti ?

su da Gian Carlo Mocciin CRM, Customer Service, Customer NeuroscienceLascia un commento
NOTA AICEX: Un recente studio mostra che i dipendenti che a lavoro sorridono quando interagiscono con i clienti , pur talvolta non avendone “voglia”, ne risentono una volta rientrati a casa.
CUSTOMER SERVICE
Customer service with a smile is the American way, but faking it all day can take an emotional and physical toll once workers head home, according to a small but compelling new study published in the journal Personnel Psychology.

The findings should give employers pause about just how much they can fairly expect in terms of “emotional labor” — the requirement to display certain emotions or feelings toward customers, clients and others at work.

“[Employees] could smile because they genuinely like their customers or they are simply happy, and in that case they are not engaging in what we call ‘emotional labor’ because they are not faking,” explained lead researcher David Wagner, Ph.D. of Singapore Management University, in an email to the Huffington Post. “When they put on that happy face but don’t really feel it — that’s when we start to have problems.”

Researchers observed 78 bus drivers who worked for one transit company in the northwestern United States. Over two weeks, the study participants answered surveys before work, after their shifts and just before they went to bed at night. They were asked about hours of sleep, their moods during and after work, and whether or not they had put on a “performance” or a “mask” that day.

Wagner found that when a bus driver wore a fake smile, he or she was more likely to suffer insomnia that night than someone who wasn’t faking it. Emotional acting was also linked to reports of feeling anxious or distressed, and also increased the likelihood of feeling emotionally exhausted at the end of the day. These people even reported more family conflict at home. Continua a leggere “Sicuri che sorridere ai Clienti faccia bene ai Dipendenti ?” →