Categoria: Customer Experience

Perchè il caffè freddo costa più del caldo?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty

AICEX: Il prezzo delle cattive Esperienze: una signora ha chiesto 5 Milioni di Dollari di danni a Starbucks per il troppo ghiaccio nel caffè.

There’s A Good Reason Why Iced Coffee Costs More Than Hot
Yes, iced coffee seems expensive. But if it’s real and good, the price tag may be warranted

Yes, it’s annoying: You walk into a coffee shop on a hot day, order an iced coffee, and then are dismayed to learn that the transaction neared—if not eclipsed—$6. For just a cup of coffee.

If the economics of cold coffee have disturbed you, you’re not the only one. Earlier this week, a woman sued Starbucks for putting too much ice in her iced coffee cups, thereby giving customers less product. She’s asking for $5 million.

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INC: 4 cose per migliorare la CX nelle Assicurazioni Sanitarie, e non solo …

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty

AICEX: Valido per tutti i servizi che devono “funzionare al momento del bisogno”.

Originally published by Don Peppers on LinkedIn: Delivering a Frictionless Customer Experience in Healthcare Insurance

Healthcare definitely isn’t what it used to be.

In previous posts I’ve talked a great deal about the importance of ensuring that your customer experience is as frictionless as possible. And when I use the term “frictionless” I’m talking specifically about an experience a customer would find to bereliable (working well, with no flaws), valuable (not overpriced, easy to understand),relevant (specific to that customer), and trustable (designed to operate in the customer’s interest, proactively).

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Il nuovo standard del Retail: Esperienze vs Prodotti

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Marketing, Loyalty

cropped-aicex_rettangolare_bianco.png

AICEX SUMMARY: The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics.

  • Author: Paula Rosenblum
  • Original: http://www.rsrresearch.com/research/retail-s-new-normal-experiences-vs-things

It is becoming almost cliché to say that today’s shopper prefers experiences over things. In advertisements for its “Tiny House” series, HGTV quotes a millennial couple saying “We prefer experiences over things and don’t want all our money invested in our house.” Fade to a photo of the couple standing in front of the Louvre, and then back to their tiny house.

Cliché or not, the data is starting to prove out the statement. The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics. I’m certainly doing my part, deferring the purchase of a new iPad while taking a trip out to Los Angeles to see Adele (the concert package cost silly money, but was worth every single penny, if you’re wondering) and visit with some friends I hadn’t seen in half a lifetime.

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Usare i 5 sensi per una vera Customer Experience

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience

senses

by Anita Campbell

Chain grocery stores have done an enormous amount of research on how people shop.

In these huge stores, marketing is primarily transactional. That means there is a minimum amount of personal communication between the customer and the store’s staff.

Location, lighting, display and packaging take the place of person-to-person interaction.

How do these huge stores entice customers to spend money? Easy. They use psychology.

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