Categoria: Customer Experience

Forbes: Come Apple, Virgin, Zingerman’s, USAA gestiscono il tempo di attesa

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento
Apple Store Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

Apple Store, Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

AICEX: Non è importante trascorrere il tempo in maniera piacevole ma conservare un piacevole ricordo del tempo trascorso.

Micah Solomon – CONTRIBUTOR – I write on customer service, customer experience and corporate culture

Opinions expressed by Forbes Contributors are their own.

It’s no secret that customer expectations for speed have accelerated. (Almost daily, it seems.) However: there are instances where you can’t increase your speed of customer service, your delivery of your product, the deliverables of the customer experience. The reality of such situations is that customer expectations have rushed ahead of what you, being a reality-based business, can provide.

So while generally my advice, as a customer service consultant, has been “get with the program already and meet these new customer expectations–before somebody else does!” there have to be exceptions.

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Forrester’s top 10 predictions for business in 2016

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty, Other, Social, Media, MobileLascia un commento

2016

AICEX: Prestate attenzione al punto 2 : )

Credit: Pixabay

By Carrie Johnson
Computerworld | Nov 2, 2015 7:02 AM PT

2016 will be a year of action for companies. It will be the year that the companies that thrive will be those advancing down the customer obsession path — while those that downplay their customers’ needs will start to wither away.

The good news? You and your technology teams have a critical role in helping — and in some cases, leading — your organization in adapting and thriving in the age of the customer.

Here are the top trends Forrester sees shaping your business in 2016, and what you can do to advance them.

1. Personalization is the new bar.

What it means: The level and quality of contextual, personalized experiences will be a key determinant of who wins mindshare and share of wallet.

How you contribute: Get rid of the IT clutter holding back your strategic work to win, serve and retain customers. CIOs will have to aggressively rationalize and streamline the core IT landscape to make room for and rapidly grow investment in business technology.

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AICEX: L’azienda perfetta non ha Customer Service

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

AICEX: Se un Cliente si rivolge al Customer Service forse qualcosa poteva andare meglio prima.

When customer service is done exceptionally well, it’s in part due to the predictive skills of the particular customer service representative. It’s like a game of checkers: understanding fairly predictable outcomes and always trying to think a step or two ahead.

Customer service exists to help alleviate friction. Need help with a booking decision? Had a rude flight attendant? The feedback channels for companies to deal with this friction may have become more complicated thanks to social media, but generally speaking, the operational protocols are the same: common situations that have been workshopped by CSR trainers to arrive at a customer-friendly resolution.

The way someone is treated at the Ritz-Carlton or a Danny Meyer restaurant when something goes wrong will generally differ greatly from treatment by someone at Spirit Airlines. The former has been highly trained to react to fluid situations with empathy, and in the case of the Ritz-Carlton employee, given a daily stipend to make things right for guests. The latter has to read from a static script or decision tree with the “no” button close at hand.

But even at its finest, customer service is merely one piece of the entire puzzle.

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Nordstrom: I Clienti non parlano di Omnicanalità

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience, Digital, Design, UXLascia un commento
AICEX : I Clienti non parlano di Canali e non parlano di Journey, sono le aziende che ne parlano …
SUMMARY: Nordstrom is building its omni-channel strategy with some success, but the emphasis is firmly on the online and offline customer experience.

nordstromWe don’t think the customer is loyal to channels.

We don’t hear customers talk about channels very much

Customers value experiences.

It’s an interesting point of view from James Nordstrom, President of Stores at US high-end brand fashion Nordstrom as it, in common with the rest of the retail sector, re-invents itself around the omni-channel customer.

With that in mind, the firm’s not doing too badly at all. While the company doesn’t want investors to get into a ‘by channel’ mindset, scrutiny of the firm’s second quarter numbers yesterday tells its own story:

  • A $211 million profit on $3.7 billion in revenue.
  • For the six months to end June, online sales for Nordstrom overall come to $1.34 billion.
  • Sales at Nordstrom.com grew by 20% year-on-year.
  • Nordstromrack.com and HauteLook each grew by 50%.
  • Growth at Nordstrom’s bricks-and-mortar business – a mere 1%.

Blake W. Nordstrom, Co-President & Director, adds that the emphasis needs to be placed on differentiated experiences seamlessly delivered. In this mix, bricks-and-mortar and online need to work together:

Our customer is at the center of our strategy as we focus on creating a differentiated experience in each of our businesses. While we’ve been pursuing distinct strategies to grow each business, we’re also working to link them together to provide our customers with a seamless experience. This is important because we know that when customers engage with us across multiple touch points, their lifetime value and spend increase significantly.

We are focused on further integrating our businesses through service and experience, product, and capability. Our recent initiatives around stores and mobile, along with our Trunk Club acquisition, are ways to create a more relevant experience with our customer.

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