Tag: crm

Come bilanciare il Customer Service tra Human e Digital

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

Digital and Human Customer Support

AICEX: ci piace l’esempio dell’automotive. Perchè andare in concessionaria quando ancora non ho deciso di comprare l’auto?

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance.

Therefore effective omni-channel design is an engagement experience that works in any given customer situation. Here’s one example.

Even though John Lewis is recognised for their online successes, they still keep their eyes focussed on what matters to their customers. For instance, online sales grew by 17% in their latest financial year, with m-commerce up by 34%. However they also spotted that their online sales go up in areas where they open a new shop. This is how John Lewis chairman Sir Charlie Mayfield explained the effect.

“Our results were very much a result of the effective combination of shops and online, demonstrated by the fact that more than three-quarters of our customers made a purchase from one of our shops,” Continua a leggere “Come bilanciare il Customer Service tra Human e Digital” →

Perchè anche le Startup dovrebbero pensare da subito alla CX

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

cx-startup

AICEX SUMMARY: It seems counterintuitive to build a customer base function before you have customers …

Customers often want to call support representatives bad names, not praise them by name. Not so with WiFi system startup eero, thanks to its CEO and Co-founder Nick Weaver and Head of Customer Experience (CX) Dana Lindsay. While most founders tack on customer support as an afterthought, Weaver purposely created and integrated it from the start. That meant establishing a dedicated team to gather feedback for itsbeta and bringing aboard eero’s first CX hire at a stage when most startups are solely focused on engineering. Weaver understood that to get where it needed to go, eero needed service so superior that it rivaled its product.

 What It Takes to GrowYour Startup 500% in Months

Delighting customers in the traditionally confusing and irritating realm of WiFi networking is more easily said than done. Luckily, every organization in Weaver’s background reinforced that service is the product. Before starting and leading eero, Weaver co-founded incubator StartX, worked asanalyst at McKinsey and alongside startups at Menlo Ventures. Before joining eero, Lindsay trained and scaled remote teams for digital publishing platform, Inkling. She also onboarded clients and new hires to the platform — skills which accelerated her ability to define and deploy eero’s Customer Experience operations. Continua a leggere “Perchè anche le Startup dovrebbero pensare da subito alla CX” →

Perchè il caffè freddo costa più del caldo?

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

AICEX: Il prezzo delle cattive Esperienze: una signora ha chiesto 5 Milioni di Dollari di danni a Starbucks per il troppo ghiaccio nel caffè.

There’s A Good Reason Why Iced Coffee Costs More Than Hot
Yes, iced coffee seems expensive. But if it’s real and good, the price tag may be warranted

Yes, it’s annoying: You walk into a coffee shop on a hot day, order an iced coffee, and then are dismayed to learn that the transaction neared—if not eclipsed—$6. For just a cup of coffee.

If the economics of cold coffee have disturbed you, you’re not the only one. Earlier this week, a woman sued Starbucks for putting too much ice in her iced coffee cups, thereby giving customers less product. She’s asking for $5 million.

Continua a leggere “Perchè il caffè freddo costa più del caldo?” →

Perchè CRM e Sales Automation sono sempre più essenziali

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey
2016-02-22-1456124802-6861155-customerservicesmile.png

AICEX: Ci troviamo d’accordo, due elementi “storici” che meriterebbero la dovuta attenzione.

Jake NewfieldVice President of Business Development at Alumnify, Author of A Cloud in the Sky, Writer for Elite Daily & Tech.co

“There is only one boss. The customer. And he can fire everyone from the chairman down, simply by spending his money somewhere else.” This quote, spoken by Sam Walton in 1977, is a shockingly true analysis of where a company’s success or failure truly lies.

Regardless of how useful our product or how convincing our pitch, our company’s success is dependent on one thing: our customers.

Continua a leggere “Perchè CRM e Sales Automation sono sempre più essenziali” →