McKinsey: Attribuire il giusto prezzo alle interazioni con i clienti

AICEX: Questo post mostra in maniera chiara come ogni Touch Point abbia un suo prezzo, o genericamente valore. Fermo restando il principio generale le risultanze possono naturalmente essere diverse se si valutano contesti diversi.

Consumers are willing to pay more for choice in their interactions, yet most companies remain perplexed about which ones their customers really want—and how much to charge for them.

How can companies best engage with their customers to offer them new experiences, along with add-ons to existing products or services they have already paid for? Continua a leggere “McKinsey: Attribuire il giusto prezzo alle interazioni con i clienti”

Solo la Realtà Virtuale che genera Empatia farà tanto bene al Business

[PHOTO: FLICKR USER AGUSTÍN RUIZ, ILLUSTRATION: AGSANDREW/ISTOCK]

AICEX: Un post per chi vuole capire l’essenza vera della realtà Virtuale. A partire dal Design. Perchè forse solo uscendo dal nostro Mondo riusciamo a comprenderlo davvero.

From training diverse workforces to understand each other to putting product designers in the shoes of their customers, VR is poised to be far more than just a game.

Researchers at Stanford are running “virtual shoes” experiments in which people “viscerally embody avatars” that encounter various forms of prejudice, based on age, race, economic status, and disabilities. Then, subjects are tested for changes in empathy levels toward these groups. After positive initial results, the team is now partnering with neuroscientists to demonstrate how these experiences–which they quite clinically call “self-other merging”–can physically change the brain to reduce bias.

Social innovators are tapping into VR to deepen citizens’ identification with disadvantaged people and places. After screening its documentary on a 12-year-old refugee in Jordan, Clouds over Sidra, in 360-degree video, UNICEF more than doubled its annual fundraising haul. Pencils of Promise, which builds schools for children without access to them, used the same technology to show what learning feels like before and after access to a decent learning environment. More recently, an immersive experience called Notes on Blindness stole the show at the Tribeca Film Festival, by putting the “audience” in the mind’s eye of someone who is blind. 3D sound was the star here, showing that VR’s power transcends fancy visuals.

But empathy-driven VR isn’t just for advocates and academics, it has value for business, too.

Continua a leggere “Solo la Realtà Virtuale che genera Empatia farà tanto bene al Business”

Forbes: L’unico Trend di Customer Experience di cui preoccuparsi davvero

 AICEX SUMMARY: I clienti si aspettano tanto da te perché stanno già ricevendo tanto da altri.

Consciously or unconsciously, customers continue to expect better and better customer service–in every industry, every niche, at every price point. These expectations don’t come out of the blue. Customers expect you to provide better customer service because they’re already getting better customer service elsewhere. Whether customer service has been improving in your particular competitive niche or not, it has improved over time at so many companies with such broad consumer reach, including Starbucks, Amazon, Apple, USAA Insurance, Trader Joe’s and Publix, not to mention the great hotels and restaurants that serve so many of your customers every day.

After one of these companies comes into contact with a customer of yours—when USAA expertly assists in filing an insurance claim, or Amazon enables an effortless product return, or a genius at the Apple Store debugs an iPhone issue with aplomb, it’s inevitable that your customer is going to expect friendlier, speedier, more intuitive service from your company as well.

Produce clerk Lucy Shuford inspects shelves at a Publix [+]

How can you meet this challenge? Here’s a list to help you get started:

Continua a leggere “Forbes: L’unico Trend di Customer Experience di cui preoccuparsi davvero”

Il Digitale non sostituirà mai il Fisico.

Dont-Be-Fooled-Digital-Will-Never-Replace-Physical-Colin-Shaw-Featured-Image

AICEX: Ancora oggi nessun sistema di Intelligenza Artificiale è in grado di provare Empatia e di agire con l’Intuizione. Il Digitale è la regola il Fisico è l’eccezione, con tutte le considerazioni del caso.

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX  and online backlash.

So where should you be focusing your CX? Online, or in-store? There’s a case for both.

Continua a leggere “Il Digitale non sostituirà mai il Fisico.”