Categoria: Customer Journey

Il nuovo standard del Retail: Esperienze vs Prodotti

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Marketing, Loyalty

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AICEX SUMMARY: The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics.

  • Author: Paula Rosenblum
  • Original: http://www.rsrresearch.com/research/retail-s-new-normal-experiences-vs-things

It is becoming almost cliché to say that today’s shopper prefers experiences over things. In advertisements for its “Tiny House” series, HGTV quotes a millennial couple saying “We prefer experiences over things and don’t want all our money invested in our house.” Fade to a photo of the couple standing in front of the Louvre, and then back to their tiny house.

Cliché or not, the data is starting to prove out the statement. The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics. I’m certainly doing my part, deferring the purchase of a new iPad while taking a trip out to Los Angeles to see Adele (the concert package cost silly money, but was worth every single penny, if you’re wondering) and visit with some friends I hadn’t seen in half a lifetime.

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Dal telefono al negozio, il passo è breve?

su da Gian Carlo Mocciin Customer Journey, Marketing, Loyalty, Social, Media, Mobile

Top Image Credit: Depositphotos

By Ian P. Murphy

AICEX: continuiamo a ricordare come i dati vadano esaminati sia in volumi (pezzi) che in valore (ricavi).

In an omni-channel world, retailers need to meet customer expectations across all platforms.

How consumers shop is changing fast.

According to “Total Retail: The Race for Relevance,” an annual survey from PricewaterhouseCoopers, mobile and social media are exerting more influence on shopping behavior, and consumers are looking to retailers to offer new conveniences wherever—and however—they choose to shop.

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Customer Experience Touchpoints: 5 suggerimenti per gestire il cambiamento

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

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AICEX: se mappi una Customer Journey poi dovresti anche cambiarla : )

Modern businesses change often and rapidly.  What you focused on 12 months ago will often evolve into a new perspective a year later.  It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements.  Failing to do so creates a disjointed and clunky experience, reducing customer engagement and ultimately reducing recommendation and satisfaction.  One of the best ways to keep it simple and manageable is to track your customer touchpoint. Many respected authors and publishers give great steer on how you should carry out this work initially.

Customer experience touchpoint invariably represent your “moments of truth” within your customer journey – that is to say the moments of truth and the moments of pain when you have the most ability to delight or frustrate your customers.  As change happens, being in the loop to re-map your customer experience touchpoint, consider impact and make changes to processes and systems reduces negative impact.  If you’re in an organisation that is silo’d you may not have the good fortune to make the changes in advance.  You need to quickly respond and make the changes to avoid a poor customer experience.  Here’s five tips on the best approach to take.

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Dopo le librerie chiuderanno anche i ristoranti?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Marketing, Loyalty, Social, Media, Mobile

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AICEX: Un trend da osservare.

Author: Jared Shimoff  Co-founder, NetWaiter

As restaurant online ordering continues to grow, many restaurants are adding the service as a convenience for their customers and to increase sales. As a result, some online food ordering trends are starting to emerge, including the increased adoption of mobile technologies, the decline of phone orders, and others. Years ago, large pizza chains were quick to jump on-board with these advancements, while smaller restaurants just recently starting adding these conveniences at a faster clip. This is a breakdown of the latest trends in online food ordering to get you up to speed:

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