Categoria: Customer Neuroscience

Forbes: L’Empatia, il Design Thinking, e la Centralità dei Clienti

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience

SAPVoice Empathy An Obsession With Customer-Centric Innovation by Kaan Turnali

To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy.

In its simplest and purest form, empathy enables us to not only experience and understand another person’s circumstances, but it also puts us in our customers’ shoes to experience what they are feeling. This is where we find the innate struggle born out of user frustrations and bound to the intrinsic value chain of the user experience.

Without a doubt, empathy is the most important design thinking principle I will cover in this series. Its universal application offers infinite promise.

Customer-centric design is about looking out from the inside—rather than outside in

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4 elementi per garantire la Customer Experience

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

4 Steps to Ensuring Customer Experience Comes First

AICEX: Questo Post ci ha fatto tornare in mente il caro “vecchio” Ciclo di Deming : ) 

Image credit: Tim Johnson | Flickr

By JESSE TORRES

Thanks to the Internet and social media, today’s customers, armed with websites, blogs and peer-to-peer recommendations, are more knowledgeable and demanding than their counterparts at any time in history.

As such, successful entrepreneurs must not only deliver a high-quality product or service. They must do so in a manner that provides a memorable experience to win over and retain these customers.

Recently on my KCAA Money Talk radio program, Miles Dinsmoor, CEO of digital advertising firm Modus Operandi, advised about customers: “Make sure that you are giving them a premium experience and that you are really answering their questions about the product.”

As Deepa Prahalad and Ravi Sawhney’s Map the Future of Design for Enhanced Customer Experience suggested, “The key to developing truly breakthrough products and services can be found in first understanding the consumer experience and then innovating meaningful ways of transforming it.”

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Disney Institute: I 10 migliori post del 2015

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Customer Neuroscience, Digital, Design, UX, ROI, NPS, VOC, KPIs, Social, Media, MobileLascia un commento

AICEX: We are proud to “publish” this post on our blog : ) 

December 15, 2015 by Bruce Jones, Programming Director, Disney Institute

It’s nearly 2016! Though they always seem to come so quickly, I’m always excited to welcome a New Year. But, before we close out 2015, let’s look back and review our most popular Talking Point blog posts of the past 12 months.

From the critical role that training plays in sustaining employee engagement, to improving leadership skills, to delivering exceptional customer experience, we explored many compelling topics and organizational opportunities this year.

So, here they are…we’re counting down the “Top 10” Most Popular Talking Point posts of 2015*:

10.) Customer Service Vs. Customer Experience: What’s The Difference And Why It Matters

9.) Disney Customer Service 101: Why Courtesy Is Not Always Our First Priority

8.) Spring Into Action: Catch Employees Doing ‘It ‘ Right

7.) A New Year’s Resolution: Three Ways to Get Your Customer Experience In Shape

6.) Leadership Tips: Three Rules of Intentional Listening

5.) A Leadership Legacy: Memories of Walt Disney

4.) Exceeding Guest Expectations: It’s All In The Details

3.) Customer Service Disney Style: What If You Can’t Give a Customer What They Want?

2.) Mission Vs. Purpose: What’s the Difference

1.) How Would You Respond If Asked: What Time Is the 3 o’Clock Parade?

*Rankings are based on the number of total unique visitors to each post.

Tell us – What topics or areas would you like us to cover on Talking Point in 2016?

We would love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using hashtag #DThinkBlog.

SOURCE: https://disneyinstitute.com/blog/2015/12/counting-down-to-the-new-year-our-top-10-posts-of-2015/385/?CMP=SOC-DI-Blog-2015Top10-12-15-15

Original Title: Counting Down To The New Year: Our ‘Top 10’ Posts Of 2015

Nordstrom: I Clienti non parlano di Omnicanalità

su da Gian Carlo Mocciin Customer Experience, Customer Neuroscience, Digital, Design, UXLascia un commento
AICEX : I Clienti non parlano di Canali e non parlano di Journey, sono le aziende che ne parlano …
SUMMARY: Nordstrom is building its omni-channel strategy with some success, but the emphasis is firmly on the online and offline customer experience.

nordstromWe don’t think the customer is loyal to channels.

We don’t hear customers talk about channels very much

Customers value experiences.

It’s an interesting point of view from James Nordstrom, President of Stores at US high-end brand fashion Nordstrom as it, in common with the rest of the retail sector, re-invents itself around the omni-channel customer.

With that in mind, the firm’s not doing too badly at all. While the company doesn’t want investors to get into a ‘by channel’ mindset, scrutiny of the firm’s second quarter numbers yesterday tells its own story:

  • A $211 million profit on $3.7 billion in revenue.
  • For the six months to end June, online sales for Nordstrom overall come to $1.34 billion.
  • Sales at Nordstrom.com grew by 20% year-on-year.
  • Nordstromrack.com and HauteLook each grew by 50%.
  • Growth at Nordstrom’s bricks-and-mortar business – a mere 1%.

Blake W. Nordstrom, Co-President & Director, adds that the emphasis needs to be placed on differentiated experiences seamlessly delivered. In this mix, bricks-and-mortar and online need to work together:

Our customer is at the center of our strategy as we focus on creating a differentiated experience in each of our businesses. While we’ve been pursuing distinct strategies to grow each business, we’re also working to link them together to provide our customers with a seamless experience. This is important because we know that when customers engage with us across multiple touch points, their lifetime value and spend increase significantly.

We are focused on further integrating our businesses through service and experience, product, and capability. Our recent initiatives around stores and mobile, along with our Trunk Club acquisition, are ways to create a more relevant experience with our customer.

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