Categoria: Customer Experience

Perchè il 2016 può essere l’anno del Mobile Shopping

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

AICEX: se rispetto al 2013 il Mobile shopping aumenta di oltre il 100% e sul Desktop diminuisce del 15% possiamo fare diverse riflessioni.

The 2016 holiday season may mark the official arrival of mobile retail, as a new report predicts mobile website purchases will jump by 68 percent next year compared to this holiday season’s mobile device consumer shopping activity.

In comparison, mobile website shopping accounted for under 15 percent of consumer activity in 2013.

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Customer Experience Non-Trends for 2016

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

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AICEX: Il Post più originale che abbiamo letto quest’anno … va bene siamo solo a Gennaio : )

SOURCE : http://customerthink.com/customer-experience-non-trends-for-2016/

It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.

Bruce Temkin, for example, has published his 11 Customer Experience Trends for 2016 (why 11? Presumably because it’s one better than ten). He has identified such things as Journey Designing, Empathy Training, and Predictive Analytics as areas to watch, and declared that 2016 will be The Year of Emotion.

Who am I to disagree?

But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2016 as they were in 2015 and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.

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Disney Institute: I 10 migliori post del 2015

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer Neuroscience, Digital, Design, UX, ROI, NPS, VOC, KPIs, Social, Media, MobileLascia un commento

AICEX: We are proud to “publish” this post on our blog : ) 

December 15, 2015 by Bruce Jones, Programming Director, Disney Institute

It’s nearly 2016! Though they always seem to come so quickly, I’m always excited to welcome a New Year. But, before we close out 2015, let’s look back and review our most popular Talking Point blog posts of the past 12 months.

From the critical role that training plays in sustaining employee engagement, to improving leadership skills, to delivering exceptional customer experience, we explored many compelling topics and organizational opportunities this year.

So, here they are…we’re counting down the “Top 10” Most Popular Talking Point posts of 2015*:

10.) Customer Service Vs. Customer Experience: What’s The Difference And Why It Matters

9.) Disney Customer Service 101: Why Courtesy Is Not Always Our First Priority

8.) Spring Into Action: Catch Employees Doing ‘It ‘ Right

7.) A New Year’s Resolution: Three Ways to Get Your Customer Experience In Shape

6.) Leadership Tips: Three Rules of Intentional Listening

5.) A Leadership Legacy: Memories of Walt Disney

4.) Exceeding Guest Expectations: It’s All In The Details

3.) Customer Service Disney Style: What If You Can’t Give a Customer What They Want?

2.) Mission Vs. Purpose: What’s the Difference

1.) How Would You Respond If Asked: What Time Is the 3 o’Clock Parade?

*Rankings are based on the number of total unique visitors to each post.

Tell us – What topics or areas would you like us to cover on Talking Point in 2016?

We would love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using hashtag #DThinkBlog.

SOURCE: https://disneyinstitute.com/blog/2015/12/counting-down-to-the-new-year-our-top-10-posts-of-2015/385/?CMP=SOC-DI-Blog-2015Top10-12-15-15

Original Title: Counting Down To The New Year: Our ‘Top 10’ Posts Of 2015

CX Technology e CX Management

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

customer experience technology

 

 

 

 

 

 

 

 

AICEX: La Tecnologia è “solo” uno strumento per le attività di Customer Experience Management. E come tutti gli strumenti lo si deve utilizzare al meglio.

You’re a customer, so you’re a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First of all, let’s face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you’ll say good things about and come back to. If you agree that this is your outlook on being a customer, then we’ve got a good foundation for properly defining the role of technology in customer experience management (CEM).

CRM – Customer Relationship Management

As a customer you hope you don’t have to repeat your story every time you interact with a company. Just like in personal relationships, you expect to be valuable enough to the other party that they remember what you did together before, so that they might anticipate what would be appropriate going forward.

CEM Lessons:

  • CRM as a technology is a tool to nurture relationships that anticipate what a customer would appreciate, in the right way, at the right time. (Not a self-serving tool to push unwanted stuff with contrived urgency, essentially eroding rather than nurturing the customer relationship.)
  • Use Marketing Automation and Sales Intelligence tools to prompt proactive outreach to customers in ways they’ll view as valuable to them at the right time in the right way.
  • Use a Customer Data Warehouse to integrate all the sources of information about a customer and to create a real-time single view of the customer that’s accessible to back-office as well as front-line professionals who play a role in managing the customer relationship.
  • Use all these tools to involve other functional areas across the company in gaining an accurate picture of customers’ needs, so that they can make sure their processes, policies, and handoffs help strengthen customer relationships.

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