Tag: customer experience management

Personale, Emozionale, Tecnologica. Questa è l’esperienza che ci aspettiamo.

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, IoT, Data, Analytics
AICEX: In un mondo digitale che è diventato la regola le emozioni sono sempre una chiave molto forte, soprattutto nel mondo fisico, che sta diventando una eccezione.

When you ask people about their life-changing, ‘a-ha’ moments, you’ve probably noticed that they’re almost always emotion-based. The joy of finding out they will become a parent, the reflection after an argument when criticism sinks in, the surprise at having assumptions challenged – I could go on, but you see what I mean: in each case it’s emotion that makes a difference both in the moment and in your memory.

I don’t think that it’s any different when we interact with brands. You just have to look on Twitter to see the streams of frustration from unhappy customers, and on the flip side, tweets from brands that make customers feel their concerns were listened to.

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Forbes: la Customer Experience serve per far star bene i clienti, non le aziende!

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

AICEX: Tanto per evitare incomprensioni, se i Clienti stanno bene quasi certamente stanno bene anche le Aziende di cui sono clienti! : )   

Photo: Shutterstock – Author: Micah Solomon,  Forbes Contributor

A great customer experience is one where customers feel good, even look good, during their time spent doing business. So, it’s important that a business invest in whatever will improve a customer’s feelings and self-esteem.

I was recently reminded of  this customer experience principle in, of all places, the bathroom. To be specific, it came to me while I was standing in front of my bathroom mirror at the gorgeous Old Edwards Inn, a luxury resort in Highlands, NC. (No, this isn’t how I always travel, I’m afraid. I was there for work. But I didn’t enjoy it any less.)

The version of my face that I saw smiling back at me had a healthy glow and an almost halo-lit appearance.  Optimistically, if preposterously, I was tempted to attribute this to my brief time in the North Carolina mountain air.  Whatever the source, looking good was an immediate boost to my spirits, particularly since I was slated to step onstage within the half hour.

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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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Alcuni motivi di fallimento delle iniziative di Customer Experience

su da Gian Carlo Mocciin Customer Experience
Give up

AICEX SUMMARY: Most businesses now measure some form of Voice of the Customer for example. Just because most measure it, does not mean they do so correctly or well – but most are doing it nonetheless.

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey-Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland. The song was a chart hit twice in the 1980s – first by The Snowmen which peaked at UK #18 in 1981, and then Black Lace who reached #31 in 1985.

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