Categoria: Customer Journey

HBR: Come i Beacons stanno cambiando la Shopping Experience

su da Gian Carlo Mocciin Customer Journey, Social, Media, MobileLascia un commento

AICEX : un interessante articolo dell’Harvard Business Review

How Beacons Are Changing the Shopping Experience

Beacons are taking the world of mobile by storm. They are low-powered radio transmitters that can send signals to smartphones that enter their immediate vicinity, via Bluetooth Low Energy technology.  In the months and years to come, we’ll see beaconing applied in all kinds of valuable ways.

For marketers in particular, beacons are important because they allow more precise targeting of customers in a locale. A customer approaching a jewelry counter in a department store, for example, can receive a message from a battery-powered beacon installed there, offering information or a promotion that relates specifically to merchandise displayed there. In a different department of the same store, another beacon transmits a different message. Before beacons, marketers could use geofencing technology, so that a message, advertisement, or coupon could be sent to consumers when they were within a certain range of a geofenced area, such as within a one-block radius of a store. However, that technology typically relies on GPS tracking, which only works well outside the store. With beaconing, marketers can lead and direct customers to specific areas and products within a store or mall.

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Cosa ho imparato dalla biografia di Jonathan Ive, la “mente” dei prodotti Apple

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Digital, Design, UXLascia un commento

AICEX: Se Apple è quella che è molto lo si deve anche a lui.

SOURCE: http://bradgoods.com/2014/08/28/what-i-learnt-from-reading-the-jony-ive-bio/

What I learnt from reading the Jony Ive Bio

I just finished a great biography by Leander Kahney on Jonathan Ive the brilliant mind behind the product design of groundbreaking apple products like the iMac, iPhone, iPod and iPad.

It’s an excellent view into both the way Jony Ive thinks about design, and user experience, and how Apple adopted his methods, and built a team culture and leadership art centered around it.

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Passeggeri trattati come bagagli?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer NeuroscienceLascia un commento

AICEX: interessante punto di vista – 

If, when you fly, you have the feeling that you are being treated like cargo, you’re wrong.

The cargo is treated like cargo—and cargo is nice to airlines. Cargo doesn’t quibble about crowded conditions or expect special treatment. Cargo doesn’t get rowdy and problematic in-flight. Cargo doesn’t require cabin crew to cater to its needs. Most importantly, cargo pays well.

It represents between 15%-20% of the average airline’s earnings. Though that may not seem a lot, once a flight covers its costs with passenger capacity, any income from cargo goes to profits. Unlike more fare-sensitive passengers, cargo customers will pay a premium for the expedited and flexible point-to-point service afforded by an airline’s network.

Several factors affect just how much cargo an airline can fit on board: the type of aircraft, that aircraft’s tonnage capacity and available hold space, the weight of the fuel required for the flihgt and the space taken up by extra fuel storage, the weight of the mail the airline is committed to carry, and our luggage. Airlines ensure there’s weight capacity available for that profitable cargo by reducing the constant: the fixed weight load the aircraft with all its components and by managing luggage allowances.

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IKEA e l’esperienza di acquisto divertente

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey2 commenti

ikea

5 Ways Ikea Makes Furniture Shopping A Fun Experience
April 2, 2015 Thomas Geier branding, customer experience, , , , , ,

Perhaps not everybody, but a noteworthy amount of people would consider going to Ikea as a legitimate idea for a cute date or a fun day activity with family. How did this emerge? It’s furniture shopping! Arguing over what bedframe to buy is not usually a top recommendation for a romantic evening. But Ikea is special because it is more than a furniture warehouse. It is a well-oiled machine that understands consumer behavior remarkably well and is designed to deliver a quality experience for the customer. Personally, I am one of those individuals who would go to Ikea for fun, and I have made some observations about why the experience is so desirable for me.

1) Ikea plays on the excitement of personalization

If you can, remember back to when you first got your own space to decorate as you please. Think back to your first room. Your first college residence. Your first apartment. Your first office. Your first house. For many, this is a very exciting time because you can make the space your own and manifest yourself into a larger area. Ikea knows this and designs the shopping experience around it. Ikea’s show rooms display wonderful possibilities and opportunities for interior spaces. You can sit in and cherry pick from your options, creating your dream home in your mind. I can attest to the excitement of both planning an ideal residence for ones-self or with a significant other. Perhaps I just got lucky on the compatibility.

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