Una cosa che non ti diranno mai sulla Customer Experience

Photo by Kristina Flour on Unsplash

AICEX: “Content is King” diceva Bill Gates oltre 20 anni fa, nel 1996. Da allora nel Mondo è cambiato tanto, ma molto meno è cambiato nelle nostre teste. E i contenuti sono “cibo per il cervello”, cambiano aspetto, cambiano sapore, cambiano i luoghi nei quali li consumiamo, ma il loro scopo è sempre quello di fornire energia e nutrimento.

If you have talked to your digital marketing agency recently, read the latest from Google, or perused your favorite marketing blog, you have likely come across arguments in favor of better customer experience. If you have watched a webinar about digital transformation or trends in online commerce, chances are there was mention of the importance of customer experience to remain relevant and build loyalty among your customers.

What these fantastic resources and experts may have told you is that you need to create a personalized and compelling experience for each and every buyer or shopper. Sounds great, right?

The Dirty Little Secret
What they likely didn’t reveal is the dirty little secret about Customer Experience.

Continua a leggere “Una cosa che non ti diranno mai sulla Customer Experience”

7 Trend per capire come aumentare la Retention e gestire la Loyalty

AICEX: A noi piacciono il numero 4 e il numero 5 che riflettono un comportamento sia Sociale, che Economico, che Demografico.

According to 3Cinteractive, 64 percent of brands reported an increase in loyalty program membership over the last year. Loyalty programs are becoming more sophisticated, moving beyond the traditional spend-and-get model, to omnichannel and multichannel programs that recognize customers for every interaction they make with a brand. Smart marketers are capturing and leveraging loyalty data to understand their customers better and market effectively to them.

We’re seeing significant advancements in loyalty as brands seek new ways to add value for customers. Here are the seven biggest trends impacting the loyalty landscape currently. Continua a leggere “7 Trend per capire come aumentare la Retention e gestire la Loyalty”

Amazon sta costruendo un’armata del Digital Advertising

AICEX: Su Google e Facebook i volumi di visitatori sono maggiori ma chi visita Amazon ha spesso l’intenzione di comprare qualcosa. Dettaglio non trascurabile per la percezione e l’efficacia dell’advertising. 
While Snapchat and other digital-advertising entrants have burst onto the scene—vying for ad dollars against juggernauts like Google and Facebook—Amazon has stealthily snatched market share and introduced new tools to make it easier for marketers to buy ads on its platforms.

Solo la Realtà Virtuale che genera Empatia farà tanto bene al Business

[PHOTO: FLICKR USER AGUSTÍN RUIZ, ILLUSTRATION: AGSANDREW/ISTOCK]

AICEX: Un post per chi vuole capire l’essenza vera della realtà Virtuale. A partire dal Design. Perchè forse solo uscendo dal nostro Mondo riusciamo a comprenderlo davvero.

From training diverse workforces to understand each other to putting product designers in the shoes of their customers, VR is poised to be far more than just a game.

Researchers at Stanford are running “virtual shoes” experiments in which people “viscerally embody avatars” that encounter various forms of prejudice, based on age, race, economic status, and disabilities. Then, subjects are tested for changes in empathy levels toward these groups. After positive initial results, the team is now partnering with neuroscientists to demonstrate how these experiences–which they quite clinically call “self-other merging”–can physically change the brain to reduce bias.

Social innovators are tapping into VR to deepen citizens’ identification with disadvantaged people and places. After screening its documentary on a 12-year-old refugee in Jordan, Clouds over Sidra, in 360-degree video, UNICEF more than doubled its annual fundraising haul. Pencils of Promise, which builds schools for children without access to them, used the same technology to show what learning feels like before and after access to a decent learning environment. More recently, an immersive experience called Notes on Blindness stole the show at the Tribeca Film Festival, by putting the “audience” in the mind’s eye of someone who is blind. 3D sound was the star here, showing that VR’s power transcends fancy visuals.

But empathy-driven VR isn’t just for advocates and academics, it has value for business, too.

Continua a leggere “Solo la Realtà Virtuale che genera Empatia farà tanto bene al Business”