Tag: Customer Experience

Riesci a far (s)voltare i tuoi Clienti?

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Social, Media, MobileLascia un commento

frown upside down

 

 

 

 

 

 

 

 

NOTA AICEX: ascoltare ed interagire con i clienti è dar loro quello che si attendono.

The Smarter Café guy is taking yet another vacation day today, this time for the wedding of his daughter, Jessica. When he arrived at the seaside hotel last night, the 3 bedroom suite wasn’t cleaned! He sulked through dinner with (Play)Joyce, but returned to a clean suite, an apology letter, and a one night credit! Once he gets some coffee this morning his frown upside down will be complete. Until then, here’s a very timely guest post from Melissa Spinella, Services Marketing Manager at Kronos.

I work very closely with our Customer Experience team who tirelessly measure customer satisfaction and ensure that those who don’t have a positive experience are contacted directly to discuss and hopefully resolve the issue. So when an article titled, “Customer Service via Facebook: Benchmarks and Trends” popped up in my MarketingProfs daily email, I was intrigued.  The article focuses on a recent report from Socialbakers where they analyzed how 54,000 brands from around the world handle customer interaction on Facebook. The actual results were eye-opening to me. In this day and age, 87% of these major brands with over 500,000 fans think it’s ok to not even allow their customers to interact with them on FB?! And those that do allow interaction, more than 1/3 of the 1.5M questions posed by customers were left unanswered – and that’s just in Q2 FY14!

Continua a leggere “Riesci a far (s)voltare i tuoi Clienti?” →

Sicuri di sapere cosa è la Business Transformation?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

question marks

AICEX: Si fa presto a dire Business Transformation.

The term “Business Transformation” is popping up everywhere—from websites to business journals and marketing collateral. According to recent research, 49% of enterprise BPO clients are shifting toward a two-pronged requirement of both operational and transformational service needs. It’s a simple fact: all companies today are under tremendous pressure to reduce costs while also increasing customer satisfaction. And that’s a fine balance—one that calls for real change in business processes and technology capability. This level of business process change calls for an experienced partner with specific competencies.

Continua a leggere “Sicuri di sapere cosa è la Business Transformation?” →

Il 2015 è l’anno dell’empatia?

su da Gian Carlo Mocciin Customer NeuroscienceLascia un commento

empatia

NOTA AICEX: Alcuni grandi esempi di empatia con i propri clienti.

In my post on customer experience trends for this year, I named 2014 as “The Year of Empathy.” Empathy is a critical component to any customer experience effort. To help ignite the discussion on this important topic, we launched the Amplify Empathy Challenge as part of the overall Amplify Empathy Movement.

We asked people to share how they’ve raised customer empathy within their organizations and Temkin Group committed to awarding up to $2,500 for the best ideas. We had a number of great submissions, which made it hard to decide, but we selected the five winners below (all receiving a $500 Amazon.com gift certificate). We added the titles to their entries, but the rest of the description is exactly what they submitted on the Amplify Empathy site.

Continua a leggere “Il 2015 è l’anno dell’empatia?” →