Ecco come Disney batte tutti sul Customer Service


AICEX: Nonostante siano cose che sappiamo abbiamo difficoltà a metterle realmente in pratica.

— It’s no secret that the Walt Disney Company offers some of the best customer service in the world. Achieving this high level of customer service is no accident; it is the result of a carefully constructed plan that is strictly followed. Disney doesn’t simply want to provide good customer service in certain places of the business; they want to provide excellent customer service in all areas.

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La Customer Experience è il nuovo “Prodotto” da vendere ai clienti

AICEX: In effetti è sempre un tema di “Servitization”. Del resto con la Realtà Virtuale/Aumentata etc.. non offriamo forse delle “semplici” Esperienze?

This is the time when the consumer rules the world, right? The time when our experiences are seamless. The time when the companies we do business with have it all figured out. Right? Not quite.

Doesn’t it feel great when you have an amazing experience with a company? Doesn’t everyone love Amazon? Every time we have one of these, we wonder why there aren’t more of them. The technology exists to make these delightful experiences possible. The promise of a world where interacting with a company is a happy experience is exciting. We still have a ways to go, but there is hope.

As our friends at Servion point out in their blog, Gartner predicts, “during the next three years, 60% of digital commerce analytics investments will be spent on customer journey analytics.” Companies are finally putting emphasis on this critical capability and the resulting journey improvements cannot come soon enough for consumers.

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Retail Trends ai quali forse non hai ancora pensato

AICEX: 3 cose ci hanno incuriosito. 1) essere piccoli sarà un vantaggio 2) gli uomini spendono più delle donne 3) la spesa condivisa complicherà le attività di analisi dei dati e dei programmi loyalty. 

Trends, like rainstorms, can be fairly easy to predict. You look at the current conditions on the radar screen, consider their proximity and can pretty much nail where and when the rain will fall.

This goes for retail events as well as the weather. Consumers increasingly use their mobile devices in the shopping process. They expect more personalized, relevant shopping experiences. They research online and purchase in-store. These practices and preferences have been steadily advancing, so it is easy to predict and prepare for the continuing trends.

However, it’s those events that are just under the radar, those freak storms that come from nowhere, that tend to have a more lasting effect. These under-the-radar trends are also occurring in retail, but with less notice.

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