Tag: customer engagement

Come misurare la Loyalty?

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

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AICEX: Misurare la customer loyalty non è sempre ovvio. Analizziamo le caratteristiche delle metriche di loyalty.

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability and validity of your loyalty metrics and needs to be considered whenever you are measuring customers’ attitudes/perceptions/opinions.

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I 5 benefici del Self-Service e Natural Language

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

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AICEX: i sistemi di self-service si sono evoluti enormemente. Esploriamo alcuni benefici delle nuove tecnologie che comprendono anche il riconoscimento vocale e il voice to text.

When interacting with organisations, customers value convenience, speed and consistency above all.Self-service systems deliver in all three of these areas, which is leading to their widespread adoption on the web. But self-service isn’t stopping there. Advances in speech recognition and voice to text technology mean that companies are beginning to look beyond websites to applying self-service to channels such as the telephone, in the contact centre and to apps on mobile devices. This convergence opens up new opportunities for engagement and improving the customer experience.

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Customer Service: top trend

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: rispolveriamo i top trend per il Customer Service nel 2014 proposti da Forrester. Sono ancora attuali?

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In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. You can get my full report here.

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