AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: non sempre tutti conoscono la CX in ogni suo dettaglio. Vediamo insieme quali sono i principi di base.
We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). Since it’s important for anyone in the field to understand the core principles of CX, I’ve put together this post and called it “CX for Smarties.” Anyone who cares enough about CX to read this post is not a dummy.
NOTA AICEX: Amazon è un grande esempio di Customer Experience. Vediamo come e perché l’azienda ha contribuito a cambiarla per sempre.
If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.
Continua a leggere “Amazon: come ha cambiato la CX in 5 modi”
NOTA AICEX: il customer service diventerà sempre più critico. Esaminiamo i trend per il 2015 —
In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new ways. However most companies just aren’t there yet. They’re still figuring out social support.
I encourage you to think about how these five customer service trends will affect your customer service offering in 2015:
Continua a leggere “Forbes: 5 trend di Customer Service per il 2015”
Customer retention is undervalued. I’m not the first person to say this, and I certainly won’t be the last, but sadly many businesses aren’t taking heed.
According to the book ‘Marketing Metrics’:
“the probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%”
which would go some way to explaining why it costs 6 times more to attract a new customer, than it does to retain an existing one (Bains & Co).
Continua a leggere “5 passi per migliorare la Customer Retention”
Associazione Italiana Customer Experience - AICEX 
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