Categoria: Marketing, Loyalty

Customer Experience: 3 errori comuni

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

NOTA AICEX: il disegno della Customer Experience differenzia i brand e costruisce il rapporto di fedeltà con i clienti. L’articolo di oggi evidenzia alcuni errori tipici che le aziende possono commettere.

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Customer experience design is a way to successfully differentiate brands and build loyalty that results in boosting top line and bottom line performance. But, there are some common traps in customer experience design where businesses get caught that can actually work in opposition to the goal.

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La Customer Experience è il nuovo Marketing: il caso Mercedes

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

NOTA AICEX: Mercedes dimostra come la Customer Experience sia così importante da essere diventata parte integrante del processo di marketing dell’azienda.

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I have been talking to a lot of people over the past year about the way that customer service is taking on a new importance in most organizations. Of course most executives say that the ‘customer comes first’, but I believe that many companies are now looking to their customer facing team for ideas, leadership and competitive advantage.

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Quale sarà l’evoluzione delle customer relation: il CX team!

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

Nota Aicex: una interessante infografica sul team di customer experience, visto come evoluzione naturale nelle relazioni con il cliente.

What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

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La Customer Satisfaction è inutile?

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

NOTA AICEX: la misurazione della soddisfazione ha ancora senso? Oppure è “fuori moda”?

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Customer Satisfaction and anything related to “satisfaction” is terrible. It drives me nuts! How about you post a sign saying:

“Ok folks! Let’s go for mediocre today.”

I mean, how terrible is that? After a customer experience, do you really want your customer to go away thinking “Hmmm, I was satisfied.” No way. Satisfaction is an invitation for your clients to go shop elsewhere. Now, loyalty is EVERYTHING. When your customers are loyal, they’ll stick with you. Loyalty reduces the likelihood of customers shopping around.

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