Categoria: ROI, NPS, VOC, KPIs

CX Technology e CX Management

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

customer experience technology

 

 

 

 

 

 

 

 

AICEX: La Tecnologia è “solo” uno strumento per le attività di Customer Experience Management. E come tutti gli strumenti lo si deve utilizzare al meglio.

You’re a customer, so you’re a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First of all, let’s face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you’ll say good things about and come back to. If you agree that this is your outlook on being a customer, then we’ve got a good foundation for properly defining the role of technology in customer experience management (CEM).

CRM – Customer Relationship Management

As a customer you hope you don’t have to repeat your story every time you interact with a company. Just like in personal relationships, you expect to be valuable enough to the other party that they remember what you did together before, so that they might anticipate what would be appropriate going forward.

CEM Lessons:

  • CRM as a technology is a tool to nurture relationships that anticipate what a customer would appreciate, in the right way, at the right time. (Not a self-serving tool to push unwanted stuff with contrived urgency, essentially eroding rather than nurturing the customer relationship.)
  • Use Marketing Automation and Sales Intelligence tools to prompt proactive outreach to customers in ways they’ll view as valuable to them at the right time in the right way.
  • Use a Customer Data Warehouse to integrate all the sources of information about a customer and to create a real-time single view of the customer that’s accessible to back-office as well as front-line professionals who play a role in managing the customer relationship.
  • Use all these tools to involve other functional areas across the company in gaining an accurate picture of customers’ needs, so that they can make sure their processes, policies, and handoffs help strengthen customer relationships.

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Forbes: Quando un cattivo servizio fa bene al Business

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

(Photo credit: Wikipedia)

AICEX: Ecco gli effetti del MIX Oligopolio, Mercati regolamentati e Aspettative dei Clienti 🙂

Jonathan Salem Baskin , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Airlines, banks, and cable service providers are delivering record-setting profits this year, even though they regularly rank low on most measures of customer satisfaction. The reasons why illustrate the utility of setting expectations, having a monopoly, and being uniquely expert at something, and the danger of assuming that customer-centricity means making customers “happy.”

Airlines

Last week, American Airlines reported record quarterly profits and its first dividend since 1980. Southwest also set a record, and United’s profits were up 51% over a year ago. Delta announced its record quarter a week prior. Customer service seems to have little bearing on these results. Planes are more crowded, and passengers are paying more for tickets and incidental services, like bag check, while fuel costs are down

In fact, airlines rank low in most satisfaction polls — coming in below mortgage lenders in one major survey — and may benefit from consistently lowering traveller expectations, not trying to raise their hopes.

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Ricordati dei Clienti e migliora il tuo ROI in 5 passi

su da Gian Carlo Mocciin CRM, Customer Service, ROI, NPS, VOC, KPIsLascia un commento
AICEX: si sono cose semplici ma poi le facciamo?
Increase Your ROI With Better Customer Service

Retaining customers makes good business sense: it can cost as much as five times more to woo a new customer than to retain an existing client.

Customers love feeling special, they crave being part of an exclusive group. Even the smallest thing you to do to show your customer you go out of your way for them will have a positive impact in the customer experience.

Rewarding loyal customers through small incentives and gifts can help retain their business and grow your bottom line.

Try these five strategies, which are adjustable for any budget, to show repeat customer appreciation and make your clients feel special.

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E se smettiamo di chiedere Feedback ai Clienti?

su da Gian Carlo Mocciin ROI, NPS, VOC, KPIsLascia un commento
AICEX: come diceva la nonna … il troppo “storpia” – Time to Stop asking for customer Feedback?

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of the survey was in the vain of ‘Mrs. Lincoln other than that how did you enjoy the play’. Seemingly after every interaction every company wants feedback, last week at the Vegas airport the Pei Wei had a slick touchscreen station dedicated to getting my feedback. Clearly the commitment to collecting feedback is unmistakable, I’m told all this feedback is so they can “improve” the customer experience. Are company representatives better at meeting customer expectations because of these surveys? What improvements to the customer experience are happening because of these feedbacks?

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