Tag: Customer Experience

Trasforma le metriche-cliente in Business ROI!

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Oggi analizziamo le caratteristiche di una strategia di misurazione della customer experience vincente.

Metrics are an important topic when it comes to customer experience (CX). They identify the value of good CX and provide a quantitative foundation for CX efforts to compete for funding with other areas of the business. More importantly, however, CX metrics also help identify where to best invest in changes by putting a spotlight on an organization’s strengths and weaknesses.

But CX metrics aren’t a panacea; they are often misused. To gain the most ROI from customer experience efforts, companies must use CX metrics as a learning tool.

When measuring the customer experience, companies should focus on four customer areas: behaviors, attitudes, perceptions, and interactions. But that’s just the first step. It’s what happens after you measure that’s most critical to the ROI picture.

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Quale sarà l’evoluzione delle customer relation: il CX team!

su da Gian Carlo Mocciin Customer Experience, Marketing, LoyaltyLascia un commento

Nota Aicex: una interessante infografica sul team di customer experience, visto come evoluzione naturale nelle relazioni con il cliente.

What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

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Riesci ad evitare gli errori di CX?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

NOTA AICEX: vediamo oggi alcuni errori da evitare per implementare una corretta strategia di Customer Experience Management.

pitfall

On an almost daily basis I speak to companies about their thoughts and strategies on providing the best possible customer experience and it’s fair to say that the vast majority view it as a high priority on their business planning agenda. However, in the real world the challenge is often converting great ideas into a practical operational plan that can really improve the customer experience.

In my experience, there are four key pitfalls that many organisations face when searching for the right Customer Experience Management (CEM) strategy for their business and it is worth all management teams being mindful of them and planning to avoid them:

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Forbes: 8 modi per migliorare immediatamente il Customer Service

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: prima di iniziare a definire una qualunque iniziativa di customer service è importante avere un chiaro framework di lavoro. Vediamo insieme alcuni aspetti fondamentali da non perdere di vista.

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details.
Bite by bite, like eating an elephant

But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to start to get things off the ground yourself—today.

So here are some places to get started on your own customer experience initiative, rather than being paralyzed by the sense of too much to do, in too little time.

Like the proverbial elephant that you can only eat bite by bite (no, animal lovers, I don’t actually recommend the eating of elephants), go ahead and bite off one of these today and dig in.

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