Tag: Customer Experience

Gli smartphone stanno deteriorando l’esperienza nei ristoranti?

su da Gian Carlo Mocciin Customer ExperienceLascia un commento
NOTA AICEX: alzi la mano chi non ha usato il proprio smartphone in un ristorante per fotografare i piatti e condividerli immediatamente con gli amici. Secondo voi, tutto ciò rovina l’esperienza che ognuno di noi vive in un ristorante?
Did you need three minutes to take this photo?.
Did you need three minutes to take this photo?

Photo courtesy Chris Waits/Flickr

Your smartphone is the scourge of restaurants. Customers snapping photos of food and dawdling on Facebook at meals have slowed down table service by an hour over the last 10 years, as an anonymous post on Craigslist’s “rants & raves” section recently alleged. The writer claimed that his restaurant, located in Manhattan’s Midtown East and serving “both locals and tourists,” had studied security footage from July 2004 and compared with a tape of a recent Thursday this month. The takeaway: Today’s technologically distracted diners take longer to order, longer to eat, and longer to pay—and then they blame the restaurant for the wait! “We are grateful for everyone who comes into our restaurant,” the aggrieved restaurateur wrote, “but can you please be a bit more considerate?”

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Come misurare al meglio la felicità dei clienti

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

NOTA AICEX: l’indicatore NPS è ampiamente utilizzato da tante aziende per misurare la soddisfazione dei loro clienti. Ci ricordiamo ancora i vecchi metodi? 

Customer service was simpler in the era before big box chains and online shopping. Back then, to delight his clients, a business owner simply needed to offer fair prices, convenient hours and honest advice. To really make an impression, he might deliver a customer’s purchases to his home or ask the shopper about her children. He probably knew most of the families he served.

Best of all, business owners had an excellent, instant measure of success: A customer’s smiling face.

Many transactions today involve very little human contact. Consumers can buy just about anything they want on their phones (after browsing online reviews and price comparison sites first, of course) while waiting in line for their morning coffee. And if a customer doesn’t like her latte, she may just dash off a complaint to the store’s Twitter feed instead of telling the barista. Or when shopping, if she’s not sure how a dress fits, rather than seeking honest advice from a sales clerk, she might post a photo on Instagram to get input from her friends.

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Compagnie aeree: come sfruttare al meglio i Big Data per migliorare l’esperienza

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

Delta Air Lines in-flight experience

Big Data is something we hear a lot about in the travel sector. As airlines face increasing pressure from travellers to improve the standards of air travel and create a more personal experience, while at the same time being tasked with finding new ways of generating revenue, Big Data is widely seen as an ideal solution to help deliver on all fronts.

The actual concept of Big Data ­– essentially taking a large amount of disparate, structured and unstructured data from various sources and turning it into something of real value – is now generally well understood, but working out how best to apply it to an operational airline is perhaps not quite as straightforward.

“Airlines are really starting to believe in Big Data and its benefits,” said Dermot O’Connor, Co-Founder & Vice President Engineering at Boxever, a company dedicated to helping the travel sector make the most of the masses of data it has access to. The key, he said, is “to understand the customer and to get a single view of them” by making use of existing data from a variety of channels, including things like web, mobile, apps and kiosks. “Lots of airlines and travel companies have disparate data across four or five databases,” he explained, so the benefit lies in bringing this together to help build a more detailed, individual profile of each passenger.

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Imparare la Customer Experience dal barbiere

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

Nota AICEX: cosa ci può insegnare un barbiere sulla Customer Experience? Ben più di quanto si possa pensare.

 

“A hair in the head is worth two in the brush.” – Oliver Herford

Customer Experience lessons from a Barber

 

Great customer experience can come from anywhere. A barber shop would seem an unlikely place to collect business wisdom yet how is it that most of the times a barber shop in the same exact location and circumstances, offering the same commodity service with the same quality but with pricing so different from the local competition does better business than the others. What makes that barber UNIQUE is his ability to identify, predict and personalize. You might think cutting hair is a low-involvement affair but the fact is that your barber builds a relationship and personalizes the experience. Therefore barbers can teach businesses a thing or two about improving their customer experience.

Here are the top lessons to learn from a barber for a better customer experience –

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