Categoria: Customer Experience

Perchè è meglio pensare meno alle vendite e più alla CX

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

Why You Should Think Less About Sales and More About the Customer Experience

AICEX: Forse perchè se gestisci bene la CX i clienti comprano di più e tu devi vendere di meno? 🙂

Image credit: Shutterstock

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As the actor Alec Baldwin’s real estate salesman advised in that classic scene from Glengarry Glen Ross: “Always be closing.” “ABC” is now a popular saying in sales circles, and sales representatives who can bring in new business are prized by their organizations. After all, revenue is required to stay in business.

Related: Why Smart Companies Are Making Customer Experience a C-Suite Job

Today, however, the all-consuming goal of the close may not be as on point as it was a decade ago. Today, the customer experience is more important than ever, and businesses that fail to think about the entire process may miss out on initial or repeat sales.

What’s so special about the customer experience?

Consumers today can get the item or service they’re looking for from just about anywhere — a local boutique, a big box store or an online giant. And with online, that purchase can be made from halfway across the country or across the world. Given the resulting increase in competition, more companies are looking for alternative ways to distinguish their brands. Focusing on customer experience is one way to do that.

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4 elementi per garantire la Customer Experience

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

4 Steps to Ensuring Customer Experience Comes First

AICEX: Questo Post ci ha fatto tornare in mente il caro “vecchio” Ciclo di Deming : ) 

Image credit: Tim Johnson | Flickr

By JESSE TORRES

Thanks to the Internet and social media, today’s customers, armed with websites, blogs and peer-to-peer recommendations, are more knowledgeable and demanding than their counterparts at any time in history.

As such, successful entrepreneurs must not only deliver a high-quality product or service. They must do so in a manner that provides a memorable experience to win over and retain these customers.

Recently on my KCAA Money Talk radio program, Miles Dinsmoor, CEO of digital advertising firm Modus Operandi, advised about customers: “Make sure that you are giving them a premium experience and that you are really answering their questions about the product.”

As Deepa Prahalad and Ravi Sawhney’s Map the Future of Design for Enhanced Customer Experience suggested, “The key to developing truly breakthrough products and services can be found in first understanding the consumer experience and then innovating meaningful ways of transforming it.”

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Forbes: Cosa significa migliorare la Customer Experience?

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

By Ben Davis @ Econsultancy

 Improving the customer experience is a goal for just about every business, but what does that mean and what challenges does it present?

Well, it can mean a lot of things and, as part of Econsultancy’s latest Quarterly Digital Trends Briefing in association with Adobe, is identified as one of the biggest opportunities in the coming year.

So, what aspects of CX are companies looking to in 2016?

Is it about UI, data, speed, fun or reliability?

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Un’altra lezione da Southwest Airlines

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

Damaged-Luggage

AICEX: Un interessante racconto di Shep Hyken

An Amazing Experience

My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve been through this before.

Not happy, I walked into the Southwest office. What I expected was a long line, followed by a less-than-enthusiastic employee, extensive paperwork to fill out, and then who knows how long it would take to get the luggage repaired. However, I was pleasantly surprised. After all, this was Southwest Airlines.

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