Categoria: Marketing, Loyalty

È l’esperienza quella che conta

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

 

AICEX: In un periodo di attenzione ai costi e servizi mediocri, un buon servizio può fare (da solo) la differenza ?

It seems like customer service has dropped off in most companies. The people at the counter don’t seem to really care about me as a customer. Often, I will be waiting to pay at the counter and the person working there is on their cell phone or talking to a co-worker. I expect to be the focus of their attention – especially when I am trying to give them money.

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Forbes: La relazione tra Marketing ed Engagement nella Customer Journey

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

Brian Walker , CONTRIBUTOR

It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast range of digital touchpoints.

For marketers, the upsides of the new customer journey are huge, but so are the challenges. Like it or not, brands and marketing teams need to rethink everything and begin utilizing resources that are better at facilitating and strengthening connections across a constantly growing list of engagement opportunities.

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Il Marketing e i pollici dei clienti

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX, Marketing, Loyalty, Social, Media, MobileLascia un commento

AICEX: che i pollici opponibili ci distinguessero da altri animali era noto. Quanto i pollici siano legati ad esperienze sensoriali è un fenomeno che gli uomini di Marketing dovrebbero pensare di tenere in considerazione.

SCIENCE 24 DECEMBER 14 by KATIE COLLINS

Extensive use of smartphone touchscreens is changing the sensory relationship between our brains and our thumbs, a study published in Current Biology has revealed.

The plasticity of the human brain and how it adapts to repetitive gestures has been tested in multiple contexts previously, including in musicians and gamers, but neuroscientists from the University of Zurich and ETH Zurich believe smartphones provide a unique opportunity to understand how everyday life can shape the human brain on a huge scale.

Smartphone growth has seen people using their fingers — and in particular their thumbs — in a completely new way multiple times a day, everyday. The very nature of the devices means there is usually a record kept of all the things we are doing with our thumbs on our phones, providing the neuroscientists extensive data to work with.

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Una lezione di Loyalty dal Cirque du Soleil

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

cirque du soleil emotional expériences

AICEX: come reinventare ogni volta un’arte antica come il Circo

Cirque du Soleil Always Delivers Emotional Customer Experiences

By: Jim Tierney, Loyalty360

Connecting and engaging with customers on an emotional level is fast becoming a key differentiator in the world of customer loyalty and customer experience marketing.Cirque du Soleil might have cornered the market on delivering emotional connections to its customers.

Patrick Corneau, Vice President Sales and Marketing−Touring shows at Cirque duSoleil, explained his theatrical company’s customer engagement phenomenon to Loyalty360.

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