Categoria: Customer Experience

Business Linkage Analysis: di cosa si tratta?

su da Gian Carlo Mocciin Customer Experience, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

NOTA AICEX: la Business Linkage Analysis consente di combinare differenti sorgenti di dat i per scoprire importanti relazioni tra le diverse variabili coinvolte. Vediamo come funziona con le metriche di customer feedback.

Customer feedback professionals are asked to demonstrate the value of their customer feedback programs. They are asked: Does the customer feedback program measure attitudes that are related to real customer behavior? How do we set operational goals to ensure we maximize customer satisfaction? Are the customer feedback metrics predictive of our future financial performance and business growth? Do customers who report higher loyalty spend more than customers who report lower levels of loyalty? To answer these questions, companies look to a process called business linkage analysis.

Voc operational linkage effect

Business Linkage Analysis is the process of combining different sources of data (e.g., customer, employee, partner, financial, and operational) to uncover important relationships among important variables (e.g., call handle time and customer satisfaction). For our context, linkage analysis will refer to the linking of other data sources to customer feedback metrics (e.g., customer satisfaction, customer loyalty).

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FORRESTER: Customer Service … un must to have!

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

Nota Aicex: fornire un eccellente customer service non è discutibile. I clienti si sentono maggiormente motivati ad esigere sempre servizi di alto livello e le aziende non possono restare indietro. Inserire il customer service nella cultura ed investire in training ad-hoc sono solo alcuni degli aspetti che ogni azienda non deve trascurare.

Great customer service is something that everyone expects but not everyone receives. A 2013 Forrester report, Navigate the Future of Customer Service, states that customer service is “moving from being a cost center to a being a differentiator.” And a report on call center efficiency from the International Computer Management Institute found that superior customer service creates real value for clients in efficiency and customer satisfaction, as well as business unit and strategic value.

Customer Service

Good customer service can’t be bolted on. It must be ingrained in a company’s culture. When a focus on the customer is a company’s paramount business priority, everyone, no matter what their role, is ready and willing to assist. Whether or not a company is in a service business, it can view each instance a client contacts it as an opportunity to provide exemplary customer service.

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I tuoi clienti o i tuoi migliori amici?

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

NOTA AICEX: quale è il rapporto tra azienda e clienti? Secondo una ricerca è importante per i clienti che le aziende comunichino con loro. Il modo in cui un brand comunica con i propri clienti è alla base della costruzione di una buona relazione e di una forte personalizzazione del servizio.

How many best friends do you have among your customers? Do your customers consider your company to be among their best friends? If the answer to these questions is no, then it might be time to make some changes.

According to recent research from Silverpop, you don’t have to invite your customers out for dinner or send them holiday cards, although this might help. All you have to do is communicate with them. The research found that how a brand corresponds with its customers is at the heart of relationship building — and personalization is a business’ best tool

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5 lezioni di CX da un tassista

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

TAXI

NOTA AICEX: Se lo volete abbiamo trovato anche le 5 lezioni CX dalla Signora delle pulizie. Giuro ! E vi assicuro che non sono affatto banali.

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something you could extract more pleasure from watching the video at the end.
This experience teaches us some fundamental lessons that we all could learn from.

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