Tag: brand loyalty

Fortune: 5 motivi per i quali Amazon aprira’ altri negozi fisici

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty
Source: Pixabay

AICEX: IL CANALE FISICO CONSENTE MODALITA’ DI RELAZIONE NON OTTENIBILI CON CANALI DIGITALI.

Amazon’s seventh physical store opening—the latest in New York City last week—might seem rather counterintuitive. Why would a company that is responsible for the demise of many bricks-and-mortar retail stores bother to open its own physical stores? Yet, from a strategic standpoint, brick-and-mortar stores are not a slip backward into book retailing, but rather a step forward toward establishing a unique, cross-category, omni-channel approach. There are several ways in which physical stores might benefit Amazon:

Content discovery
Amazon’s online bookstore is a place where customers can easily find the book they are looking for. But its huge inventory comes at a cost: There is simply too much choice available for consumers who are unsure about what they want to read. Amazon.com—the pioneer of “one-click” online purchasing—is a great option for customers who like to save time when shopping, but its brick-and-mortar stores work better for customers who want to spend time discovering new reads. To this end, Amazon makes it easy by curating lists of books by consumer ratings, and even the speed of reading the content, as measured by Kindle data.

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Come migliorare la CX nell’Automotive

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

AICEX: il settore Automotive dovrà cambiare, che lo voglia o meno. Oltre alle evoluzioni inside-out ci saranno anche quelle outside-in ad esempio a seguito di acquisizioni in settori affini. Già il titolo originale di questo Post dice molto: “3 Innovative Ways to Improve Your Dealership’s Customer Experience: Can I Have a Pedicure With My Oil Change Please?” 

Car manufacturers and dealers have historically focused on product quality and the driving experience to acquire new customers and encourage brand loyalty. However, product quality is improving dramatically and is losing value as a key brand differentiator. According to a report by Medallia, “Over a ten-year period, from 2003 through 2012, reliability has improved so much that the top 20% of models available in 2003 would fall to the bottom 20% in 2012.”

In regards to the driving experience, new car models are sporting all sorts of new features to improve the driving experience. According to a 2015 study by Nielsen, vehicle to driver communication is the most popular feature for connected drivers. Other popular features include voice activated controls, internet-enabled navigation, personal assistant service, vehicle internet connectivity, and vehicle mobile applications.

As more and more vehicles tout a range of exciting features, better safety, and the next best thing in car design, manufacturers and dealers will need to compete on a different sphere – the customer experience.

The customer experience is increasingly becoming an important factor as consumers choose between brands. According to a study by Walker, the customer experience is so important that by 2020, it is expected to overtake price and product as the key competitive differentiator.

Here are three innovative ways to improve the customer experience for your customers and prospects:

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Il clienti valgono piú del brand?

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

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AICEX:  Interessante punto di vista per capire come bilanciare gli investimenti sul brand con quelli sui Clienti – 

The value of “brand” is declining. The value of “customer relationships” is increasing.

That chart above is from here, and here’s the methodology behind it:

To find out which school of thought is more accurate, we looked at the value of brands and customer relationships as revealed by M&A data covering over 6,000 mergers and acquisitions worldwide between 2003 and 2013. The beauty of M&A for examining valuation trends is that M&As reveal the dollar valuations of all assets at the time of the acquisition. Upon acquiring a business, companies have to value the different assets they acquired for their accounts and balance sheet in accordance with accounting and reporting standards. These valuations include – among other assets – brands (trademarks) and customer relationships.

This graph, based on data from the MARKABLES database, represents brand and customer relationship valuations as a percent of total enterprise value. The percentages come from fair value assessments done by purchase price allocation experts according to established accounting standards.

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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.

errori

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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