Categoria: Customer Journey

Come le aziende B2B diventano CX Leaders

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey

AICEX: AN INTERESTING POST RELATED TO B2B CX from Customerthink.com
Image courtesy of Thomson Data LLC

By Are you a B2B company struggling with customer experience challenges?

When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? In short, yes.

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Il Marketing è troppo ottimista

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, Marketing, Loyalty

AICEX_Quadrato_Bianco

AICEX: UNA LETTURA PER INIZIARE BENE LA SETTIMANA 🙂

By Mark Kersteen

Marketers are an optimistic bunch…

When it’s your job to make customers excited and engaged on behalf of your brand, it’s hard not to let that positive, blue-sky outlook seep into your thinking elsewhere. I’m guessing that’s why marketers often have such a rosy outlook on the future of their marketing capabilities.

Well, today we’re going to burst some bubbles. Not that the future isn’t bright, just that we probably need sunglasses, not welding goggles. We asked the speakers from Incite Summit: West: “What expectations do marketers (or others) currently hold for the future of digital marketing that you believe are overblown or unrealistic?” Here’s what they said.

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Le Banche riusciranno finalmente a gestire la Customer Experience?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX

bank vault

AICEX: Aspettiamo fiduciosi, del resto la scelta è tra cambiare e non sopravvivere.

The financial service industry finally heard the message in 2015. For the past decade, industry experts have been telling top management they must be involved, and they must lead the digital transformation.

Part of the problem with lending institutions has been that the executive ranks felt they were engaged, when in reality many leaders did not understand the depth and breadth of the change necessary for digital transformation. Many financial executives talk the talk, but don’t walk the walk. They say the right words, but not many are actually pushing their organizations to deliver on a customer-centric organization.

Until 2015.

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CX Journey™: Perchè fare sconti danneggia le Aziende

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, Loyalty

AICEX: Lato nostro ricordiamo che tenere un Cliente è più semplice che acquisirne uno nuovo. Molte aziende sanno quanti nuovi clienti acquisiscono ogni mese, ma quante sanno quanti ne hanno perso … e perchè?  

Image courtesy of JSF0864

Is your customer acquisition (and retention) strategy based on discount pricing? How’s that working for you?

Discounts might be working well to bring customers in the door, but do they stay after they’re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable?

A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price. I answered the question, why do customers really leave?

Today, I want to address the acquisition/retention strategy that many companies undertake – discounts: how they play into the price/value equation and how they impact or sabotage acquisition and retention efforts.

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