Categoria: Other

3 modi di perdere profitti scoperti con i Mystery Shopping

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Other, ROI, NPS, VOC, KPIsLascia un commento
AICEX: un articolo interessante sull’utilizzo del Mystery Shopping – 
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Increasingly, buyers of business or professional services expect more for less. Tough economic conditions, increased promiscuity and aggressive new market entrants with deep pockets and marketing savvy have permanently changed the rules of new client engagement.The following article draws on mystery shopping evidence from professional and business services providers which reveal three of the most common leaks in the new enquiry pipeline which are impacting enquiry conversions, profits and returns on marketing investment. For ease of reference, clients and customers will be referred to collectively as customers.
Profit leakage usually occurs following a mediocre or poor experience which causes a prospective customer to hesitate and/or go elsewhere. This can happen at any point of interaction in the new enquiry journey, from visiting the website, talking to the switchboard/call centre through to the initial consultation with an adviser.
The following evidence is drawn from mystery shopping the top 50 law firms (Consumer and SME- facing teams), the top 10 accountants (SME-facing teams), global B2B software providers (SME- facing teams) and major financial services providers (SME-facing teams).  Our mystery shoppers pose as credible business owners or buyers of serious personal injury across a variety of new enquiry scenarios, ranging from a referral from a friend or existing customer, to a website enquiry. Across all the above sectors, the three most common sources of profit leakage were as follows:

  1. Ineffective search functions and broken links on the website
  2. Lack of empathy from switchboard or call centre operatives
  3. Reluctance from advisers to show enthusiasm for working with the customer and/or agree a next step Continua a leggere “3 modi di perdere profitti scoperti con i Mystery Shopping” →

AICEX all’ Ultimate Customer Experience Conference

su da Gian Carlo Mocciin OtherLascia un commento

CXRoma

Grande successo ieri a Roma all’Evento organizzato da Oracle con la Sponsorship di Accenture e al quale AICEX ha contribuito con un intervento del Presidente Ing. Gian Carlo Mocci

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10 errori di mobile design e come evitarli

su da Gian Carlo Mocciin Digital, Design, UX, OtherLascia un commento

The top 10 mobile design mistakes – and how to avoid them

NOTA AICEX: Dopo il precedente post con gli errori sul Web stavolta vi diciamo cosa evitare sul Mobile. – 

Dave Shea dives deep into what’s wrong with the mobile web and considers how we can make it better by identifying 10 design anti-patterns.

A few years ago, I spent a few weeks driving around New Zealand’s south island. Public Wi-Fi seems mostly unavailable in the South Pacific, so I relied on a prepaid SIM card for connectivity during that trip.

This shouldn’t have been particularly memorable, but, after spending hours attempting hotel bookings on sites that clearly weren’t optimised for my mobile phone, the experience is still fresh in my mind. I remember a lot of frustration, pinching and zooming to see minuscule form fields. I remember attempting to resubmit the form multiple times because I missed a field while zoomed in. I also remember this experience costing me more than just my time.

We make decisions as we design and build sites. Sometimes we decide in favour of approaches that meet our needs but cause grief for our end users. Those are mobile design mistakes and these practices need to die. Let’s talk about them.

Continua a leggere “10 errori di mobile design e come evitarli” →

Evento: RENDERSI VISIBILI E CATTURARE NUOVI PROSPECT

su da Gian Carlo Mocciin OtherLascia un commento

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