Categoria: CRM, Customer Service

Ecco perché bisogna sbrigarsi ad avere conversazioni con i clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, Marketing, Loyalty
AICEX: I Clienti non desiderano che le aziende definiscano le loro Journey, desiderano invece che progettino Esperienze in modo che possano crearsi da soli le proprie Journey preferite.
As marketers, we’re increasingly finding ourselves facing an intriguing conundrum when it comes to creating personalized experiences for our customers. In our efforts to drive hyper-personalization, and appeal to every possible consumer need, we’re now at risk of confusing and, even worse, potentially alienating the very customers we’re trying to woo.

Jeriad Zoghby
Illustration: Alex Fine

With more data driving an explosive array of options, many consumers are overwhelmed by too many choices, causing them to be less satisfied, make poor decisions and abandon a website or brand. And this trend is on the rise—according to new research from the 2018 Accenture Interactive Personalization Pulse Report, 45 percent of customers have abandoned a site because it was too overwhelming, up from 40 percent last year.

Continua a leggere “Ecco perché bisogna sbrigarsi ad avere conversazioni con i clienti” →

Blockchain: Business, CRM, Loyalty

su da Gian Carlo Mocciin CRM, Customer Service, IoT, Data, Analytics

AICEX:Un interessante post che presenta alcune applicazioni della Blockchain in vari settori di mercato con una riflessione sulle applicazioni in ambito CRM e Loyalty. Naturalmente non si vive di sola Blockchain considerato che esistono validissime alternative.

Since 2000, we all have seen a parade of technology emerging, which includes mobile technology, browser-based cloud computing, social media, workflow management, journey mapping, Big Data, IoT, and last but not the least Blockchain.

It is typical that at first there is only a fragile relationship between all these technological innovations and CRM’s original mission, but in most cases, over a short time (often by rethinking) CRM comes into the foray that leverages the technological attributes of these global computing inventions.
Therefore, it is natural; we can always think that the next invention of CRM will be Blockchain technology, which is gradually making its way around the back office.

In the real word, discussing this new(ish) technology called Blockchain, let us first understand that Blockchain is just more than a digital ledger for cryptocurrency.

Nevertheless, before we turn our attention to how Blockchain can be applied in CRM scenario, let us understand the basics of Blockchain technology.

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7 Trend per capire come aumentare la Retention e gestire la Loyalty

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Social, Media, Mobile

AICEX: A noi piacciono il numero 4 e il numero 5 che riflettono un comportamento sia Sociale, che Economico, che Demografico.

According to 3Cinteractive, 64 percent of brands reported an increase in loyalty program membership over the last year. Loyalty programs are becoming more sophisticated, moving beyond the traditional spend-and-get model, to omnichannel and multichannel programs that recognize customers for every interaction they make with a brand. Smart marketers are capturing and leveraging loyalty data to understand their customers better and market effectively to them.

We’re seeing significant advancements in loyalty as brands seek new ways to add value for customers. Here are the seven biggest trends impacting the loyalty landscape currently. Continua a leggere “7 Trend per capire come aumentare la Retention e gestire la Loyalty” →

Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, IoT, Data, Analytics

AICEX: anche per le aziende full digital il delivery dei prodotti è un elemento fisico che gioca un ruolo fondamentale nell’esperienza dei clienti. Ecco alcune iniziative interessanti per consegnare un prodotto.

When examining the typical customer journey, it’s not difficult to see why delivery is ripe for improvement. In many cases, it isn’t something online retail giants like Amazon are able to control — at least not right now. Bad weather or an influx in volume around the holidays can delay packages from arriving on time. And what about the complications associated with delivering to shared residences and apartment complexes, like gated access, theft and closed leasing offices? Continua a leggere “Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery” →