Tag: Customer Experience

Luxury: Il conflitto tra la democrazia del Digital e l’esclusività del Brand

su da Gian Carlo Mocciin Customer Journey, Digital, Design, UX, Marketing, Loyalty
AICEX: punto di vista interessante, molto interessante 🙂
March 17, 2016 | by Jeannie Walters

What’s the definition of luxury? That’s one of the questions brands are facing as the evolving digital landscape shifts yet again.

From a discussion among luxury brand managers and consultants, at this week’s South By Southwest Interactive Festival, the quick answer was “it depends” on how one brand might define luxury versus another. The long answer, of course, is much more nuanced. Those weighing in included Ambika Samarthya-Howard, group account director of Havas Luxe; Gregory Pouy, CEO, Lamercatique; Judy Bassaly, ex VP, trade marketing at Giorgio Armani, and Thomas Serrano, founder and president of Havas Luxe.

Digital access means customers want instant purchase options, immediate feedback and direct connections with the brands they support. Since luxury brands are built on a foundation of being exclusive, aloof and scarce, this type of direct access through digital channels creates conflict. The “new” customer wants to visit runway shows behind the scenes via Snapchat, purchase the latest handbag via a “buy now” Instagram button, and connect directly with designers with Twitter. So how are these brands, built on limiting distribution and connection, attracting the customers of tomorrow without losing the very cache that makes them luxury?

Continua a leggere “Luxury: Il conflitto tra la democrazia del Digital e l’esclusività del Brand” →

Come le aziende B2B diventano CX Leaders

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

AICEX: AN INTERESTING POST RELATED TO B2B CX from Customerthink.com
Image courtesy of Thomson Data LLC

By Are you a B2B company struggling with customer experience challenges?

When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? In short, yes.

Continua a leggere “Come le aziende B2B diventano CX Leaders” →

4 elementi per garantire la Customer Experience

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

4 Steps to Ensuring Customer Experience Comes First

AICEX: Questo Post ci ha fatto tornare in mente il caro “vecchio” Ciclo di Deming : ) 

Image credit: Tim Johnson | Flickr

By JESSE TORRES

Thanks to the Internet and social media, today’s customers, armed with websites, blogs and peer-to-peer recommendations, are more knowledgeable and demanding than their counterparts at any time in history.

As such, successful entrepreneurs must not only deliver a high-quality product or service. They must do so in a manner that provides a memorable experience to win over and retain these customers.

Recently on my KCAA Money Talk radio program, Miles Dinsmoor, CEO of digital advertising firm Modus Operandi, advised about customers: “Make sure that you are giving them a premium experience and that you are really answering their questions about the product.”

As Deepa Prahalad and Ravi Sawhney’s Map the Future of Design for Enhanced Customer Experience suggested, “The key to developing truly breakthrough products and services can be found in first understanding the consumer experience and then innovating meaningful ways of transforming it.”

Continua a leggere “4 elementi per garantire la Customer Experience” →

Forbes: Cosa significa migliorare la Customer Experience?

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UX

By Ben Davis @ Econsultancy

 Improving the customer experience is a goal for just about every business, but what does that mean and what challenges does it present?

Well, it can mean a lot of things and, as part of Econsultancy’s latest Quarterly Digital Trends Briefing in association with Adobe, is identified as one of the biggest opportunities in the coming year.

So, what aspects of CX are companies looking to in 2016?

Is it about UI, data, speed, fun or reliability?

Continua a leggere “Forbes: Cosa significa migliorare la Customer Experience?” →