Categoria: Customer Experience

Come le aziende B2B diventano CX Leaders

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey

AICEX: AN INTERESTING POST RELATED TO B2B CX from Customerthink.com
Image courtesy of Thomson Data LLC

By Are you a B2B company struggling with customer experience challenges?

When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? In short, yes.

Continua a leggere “Come le aziende B2B diventano CX Leaders” →

Se i tuoi Clienti non hanno un problema allora sei tu ad averlo.

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

by

A couple of times a year I guest-lecture for several Masters in Marketing/Customer Management programs in The Netherlands. Almost every time students approach me with a question regarding their master-thesis or other assignment. The most frequently asked question is to help them with the problem definition of their paper that addresses the issue of drafting/implementing/selling internally their multi/omni-channel/crm/customer experience strategy. Unfortunately. (Not that I mind them asking though. Always better to ask than not to).

I say unfortunately, because the same happens within companies all the time. It looks as if people do not want to solve problems. It looks as if they want to find a problem for the solution they already have (in mind). They seem to try to justify the purchase of a shiny object without being able to clearly define the problem they are trying to solve.

Continua a leggere “Se i tuoi Clienti non hanno un problema allora sei tu ad averlo.” →

Ignorate la Tecnologia e pensate alla Customer Experience

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX

AICEX: già 30 anni fa negli ospedali la notte c’erano luci azzurre. Chissà perchè aerei e treni moderni non le hanno più.

Have you flown with Virgin America before? You should.

The check-in area is like a hotel lobby. They have music playing. There’s a beautiful rug. And the whole process is beautifully simple.

You get to the gate and the chairs are quirky and stylish. Your eyes wander over to the purple lighting that’s actually been proven to be calming, that’s why they chose it.

When you board, you see “joke of the day” and the calming purple lighting…again. The touch screens glisten from the back of every seat where you can order snacks whenever you want during the flight, and you can tell the flight attendants actually like being there.

What has Virgin America done? They’ve created a wow customer experience.

What I’ve learned from starting three tech companies

I probably shouldn’t be saying this, but I’m going to…

Technology isn’t the answer to building a great company. Creating a wow customer experience is.

Continua a leggere “Ignorate la Tecnologia e pensate alla Customer Experience” →

Forbes: L’Empatia, il Design Thinking, e la Centralità dei Clienti

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience

SAPVoice Empathy An Obsession With Customer-Centric Innovation by Kaan Turnali

To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy.

In its simplest and purest form, empathy enables us to not only experience and understand another person’s circumstances, but it also puts us in our customers’ shoes to experience what they are feeling. This is where we find the innate struggle born out of user frustrations and bound to the intrinsic value chain of the user experience.

Without a doubt, empathy is the most important design thinking principle I will cover in this series. Its universal application offers infinite promise.

Customer-centric design is about looking out from the inside—rather than outside in

Continua a leggere “Forbes: L’Empatia, il Design Thinking, e la Centralità dei Clienti” →