Tag: Customer Experience

Customer Experience nel settore Lusso: scegliere le parole giuste

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

 

 

 

 

 

 

NOTA AICEX: quali sono le parole da utilizzare con i clienti dei luxury brands? Come si differenziano a seconda del marchio? – 

I’ve heard it said that women fall in love with their ears and men with their eyes. I’m a woman who studied music and has an ear for languages. Perhaps this is why I’m particularly attuned to the words I hear, especially when those words are delivered as part of a luxury customer experience.

Continua a leggere “Customer Experience nel settore Lusso: scegliere le parole giuste” →

La tua azienda è customer-centrica?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

NOTA AICEX: esploriamo insieme cosa significa customer-centricity quando la maggior parte dell’interazione avviene lontano dal customer service tradizionale.

Southwest Airlines

 

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos.

Continua a leggere “La tua azienda è customer-centrica?” →

Business Transformation: gli impatti sulla CX

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

question marks

AICEX : Tutti parlano di Business Transformation, capirne di più aiuta – 

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 “Business Transformation: gli impatti sulla CX” →

Clienti felici, impiegati scontenti

su da Gian Carlo Mocciin Customer ExperienceLascia un commento
NOTA AICEX: c’è davvero un forte legame tra Customer Experience ed Employee Experience?
happy face sad face

Image Credit: igor.stevanovic/Shutterstock
Conventional wisdom in the business world preaches happy employees make happy customers. But is it really true? Does great employee experience (EX) unquestionably lead to exceptional customer experience (CX)?

Continua a leggere “Clienti felici, impiegati scontenti” →