AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: il disegno della Customer Experience differenzia i brand e costruisce il rapporto di fedeltà con i clienti. L’articolo di oggi evidenzia alcuni errori tipici che le aziende possono commettere.
Customer experience design is a way to successfully differentiate brands and build loyalty that results in boosting top line and bottom line performance. But, there are some common traps in customer experience design where businesses get caught that can actually work in opposition to the goal.
NOTA AICEX: Mercedes dimostra come la Customer Experience sia così importante da essere diventata parte integrante del processo di marketing dell’azienda.
I have been talking to a lot of people over the past year about the way that customer service is taking on a new importance in most organizations. Of course most executives say that the ‘customer comes first’, but I believe that many companies are now looking to their customer facing team for ideas, leadership and competitive advantage.
Continua a leggere “La Customer Experience è il nuovo Marketing: il caso Mercedes”
Nota Aicex: una interessante infografica sul team di customer experience, visto come evoluzione naturale nelle relazioni con il cliente.
NOTA AICEX: parliamo spesso di NPS come KPI, ma è davvero tutto oro quello che luccica?
One of the first few questions that organisations ask on adopting NPS is “should they set NPS as a KPI?” While the intention could be right to ensure that the team is serious about NPS, it is equally important to ensure that the program has reached the maturity level of adopting NPS as a KPI. Do it too early and it will face a lot of resistance from the team. Do it too late and the program loses its value.
A few pointers to keep in mind while you are on the NPS journey.
“We are in it with you”. The company should give out a clear message to its employees. Imagine the detractors reaching out to your front line employees. When they voice their concern, then other than acknowledging it if your team is clueless on the next steps it will only lead to repeat complains and further customer dissatisfaction. With no defined system in place the frontline feels helpless and this effects their morale. Any organisation would definitely not want to get in this vicious cycle of unhappy employees and customers. The solution here is to define a process for handling customer issues and equipping the team with the right tools to collect customer feedback, analyse this data and take necessary action to address these issues. The employees should get the message that the company is in it as much as the team and willing to equip them with the right processes and tools.
![What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]](https://i0.wp.com/www.socialmediatoday.com/sites/default/files/post_main_images/the-customer-experience-team.jpg)
Associazione Italiana Customer Experience - AICEX 
Devi effettuare l'accesso per postare un commento.