Categoria: Customer Experience

Forbes: 5 cose che uccidono la tua Customer Experience

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

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AICEX: A queste 5 cose possiamo anche aggiungerne altre.

Blake Morgan ,CONTRIBUTOR
I write about customer experience and social content. Opinions expressed by Forbes Contributors are their own.

Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn’t care about. Once they have the customer, they don’t want to deal with what it takes to manage that relationship. Don’t mis-read me; you are in a relationship with your customers. Are you being the flakey guy? Or are you arriving with flowers and a dinner reservation? Relationships take work. Every company today must work hard to earn business. The only thing that will get you repeat business is customer experience. Other than that there are a lot of companies out there just like you (or on their way). Customer experience is the only way to differentiate. Don’t let poor customer experiences bring your brand down. Here I’ve detailed five customer experience killers. Don’t let this be you!

1. If you only get serious about customer service when executives get escalations. Are you a company that only gets serious about customer service when senior executives get emails from customers? This can be your downfall. If the customer service department only gets its ducks in a row when a senior officer forwards an escalation, you are not preparing for the long-term. Band-aids in support are not going to cut it. Companies that invest in customer service do well. If the customer service department cares more about saving its reputation with c-level officers internally than it does about fixing broken systems and processes this is your first sign you have terrible customer service.

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La Customer Experience è più importante nel B2B che nel B2C ?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

AICEX: Post con uno spunto interessante.

In today’s business environment, we all know customer experience is important, and we’ve all heard about social media’s impact as the new “word of mouth”. Stats often point to each person telling at least 7 (sometimes as high as 20) other people about their experience with a brand. That’s scary enough, but now consider that if your customers are other businesses, they inherently have multiple people working there and using your system. So not only can each individual user (or contact) spread the word via social media, they are going to talk to each other.

Whether that conversation is a negative or positive one is up to you.

It’s human nature – if we have a good experience, we want to share it with our peers. If we love a company, we become an ambassador for their brand. And if we have a bad experience, we want to tell EVERYONE. Your business customers will talk about their experiences in the break room, around the water cooler, even in company meetings.

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Cosa ci insegna sulla Customer Experience la giornata Amazon Prime

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

AICEX: A leggere questo Post non è oro tutto quel che luccica.

On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service.

And a few things went wrong.

So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.

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Le aziende non hanno Biga Data, ma semplicemente Bad Data

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

AICEX: Titolo provocatorio, ma è pur vero che un elemento da gestire per le iniziative di Customer Experience è quello relativo alla “bontà” dei dati presenti in Azienda, basti solo pensare alle attività di Marketing, Omnicanalità, Personalizzazione. E se i dati di partenza sono modesti come possiamo aspettarci risultati eccellenti ?

Jeremy Levy: CRUNCH NETWORK CONTRIBUTOR –  Jeremy Levy is CEO of web-based analytics platform Indicative.
Companies often tout all their terabytes and petabytes of data, and their massive teams of data scientists running huge Hadoop clusters with Apache Kafka streams that are such a competitive advantage.

The truth is, most of them suffer from one of the old adages in computing: garbage in, garbage out. Not only do most of them actually not have Big Data in terms of data complexity or volume, but most of them actually have Crappy Data, and it’s probably hurting their business.

According to Experian Data Quality, inaccurate data affects the bottom line of 88 percent of organizations and impacts up to 12 percent of revenues.

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