Tag: crm

La Customer Experience è il nuovo “Prodotto” da vendere ai clienti

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Digital, Design, UX, Marketing, Loyalty

AICEX: In effetti è sempre un tema di “Servitization”. Del resto con la Realtà Virtuale/Aumentata etc.. non offriamo forse delle “semplici” Esperienze?

This is the time when the consumer rules the world, right? The time when our experiences are seamless. The time when the companies we do business with have it all figured out. Right? Not quite.

Doesn’t it feel great when you have an amazing experience with a company? Doesn’t everyone love Amazon? Every time we have one of these, we wonder why there aren’t more of them. The technology exists to make these delightful experiences possible. The promise of a world where interacting with a company is a happy experience is exciting. We still have a ways to go, but there is hope.

As our friends at Servion point out in their blog, Gartner predicts, “during the next three years, 60% of digital commerce analytics investments will be spent on customer journey analytics.” Companies are finally putting emphasis on this critical capability and the resulting journey improvements cannot come soon enough for consumers.

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Retail Trends ai quali forse non hai ancora pensato

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, Loyalty

AICEX: 3 cose ci hanno incuriosito. 1) essere piccoli sarà un vantaggio 2) gli uomini spendono più delle donne 3) la spesa condivisa complicherà le attività di analisi dei dati e dei programmi loyalty. 

Trends, like rainstorms, can be fairly easy to predict. You look at the current conditions on the radar screen, consider their proximity and can pretty much nail where and when the rain will fall.

This goes for retail events as well as the weather. Consumers increasingly use their mobile devices in the shopping process. They expect more personalized, relevant shopping experiences. They research online and purchase in-store. These practices and preferences have been steadily advancing, so it is easy to predict and prepare for the continuing trends.

However, it’s those events that are just under the radar, those freak storms that come from nowhere, that tend to have a more lasting effect. These under-the-radar trends are also occurring in retail, but with less notice.

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Gartner Top Predictions for 2012 and Beyond

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX, IoT, Data, Analytics

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AICEX: To better evaluate future predictions we see everyday could be useful give a look to the past ones : ) By the way, Gartner predictions for 2017 and beyond are available HERE!

STAMFORD, Conn., December 1, 2011

Gartner Reveals Top Predictions for IT Organizations and Users for 2012 and Beyond

Predictions Show IT Budgets Are Moving Out of the Control of IT Departments

Gartner, Inc. has revealed its top predictions for IT organizations and users for 2012 and beyond. Analysts said that the predictions herald changes in control for IT organizations as budgets, technologies and costs become more fluid and distributed.

This year’s selection process included evaluating several criteria that define a top prediction. The issues examined included relevance, impact and audience appeal. A list of this year’s predicts reports is available on the Gartner Predicts website at www.gartner.com/predicts.

Gartner’s top predictions for 2012 and beyond showcase the trends and events that will change the nature of business today and in years to come. Selected from across Gartner’s research areas as the most compelling and critical predictions, the trends and topics they address underline the reduction of control that IT has over the forces that affect it.

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Alcune riflessioni sulle recensioni dei Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, Social, Media, Mobile
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AICEX: Nonostante le critiche TripAdvisor introduce le review nel settore aereo. Fa riflettere.

TripAdvisor has long been a destination for finding cheap flights, but this summer, it unveiled its biggest redesign in seven years when it introduced user reviews of airlines. The reviews will contribute to an airline’s overall “flight score,” which affects its position in search results. Airlines with higher scores will move to the top of the queue.

With human attention spans shortening by the day, according to one U.K. study, winning the top spot is critical.

But the value of customer reviews extends far beyond the travel space. According to Walker’s Customers 2020 report, 86 percent of consumers surveyed said that they were willing to pay more for a better experience, and 88 percent said they considered reviews a credible source of information — a belief TripAdvisor has reinforced by using reviews to rank search results.

The message here? Businesses in all industries shouldn’t underestimate the influence of review sites.

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