Tag: Customer Experience

I tuoi clienti o i tuoi migliori amici?

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

NOTA AICEX: quale è il rapporto tra azienda e clienti? Secondo una ricerca è importante per i clienti che le aziende comunichino con loro. Il modo in cui un brand comunica con i propri clienti è alla base della costruzione di una buona relazione e di una forte personalizzazione del servizio.

How many best friends do you have among your customers? Do your customers consider your company to be among their best friends? If the answer to these questions is no, then it might be time to make some changes.

According to recent research from Silverpop, you don’t have to invite your customers out for dinner or send them holiday cards, although this might help. All you have to do is communicate with them. The research found that how a brand corresponds with its customers is at the heart of relationship building — and personalization is a business’ best tool

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5 lezioni di CX da un tassista

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

TAXI

NOTA AICEX: Se lo volete abbiamo trovato anche le 5 lezioni CX dalla Signora delle pulizie. Giuro ! E vi assicuro che non sono affatto banali.

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something you could extract more pleasure from watching the video at the end.
This experience teaches us some fundamental lessons that we all could learn from.

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Mantenere una promessa vale ben di più che eccedere le aspettative

su da Gian Carlo Mocciin Customer Experience, Customer NeuroscienceLascia un commento

NOTA AICEX: secondo recenti studi, eccedere nel mantenere una promessa non ha un valore superiore per il cliente. Mantenerla è già sufficiente per ottenere la sua fedeltà.

Promise

You better think twice before breaking that promise — or exceeding it.

New research from the University of Chicago Booth School of Business finds that exceeding a promise isn’t viewed any more highly than keeping a promise.

“I think there are two implications to keep in mind, both in our professional and personal lives. First, maintaining good relations with other people does not require a superhuman effort. Do what you promise you’ll do, and people are grateful,” says Nicholas Epley, John Templeton Keller Professor of Behavioral Science at Chicago Booth. “You don’t need to be Superman and go above and beyond your promises in order to be appreciated by other people.

“Second, if you do put in the superhuman effort to do more than you promised, don’t get angry when other people don’t seem to appreciate the extra work you put in. They’re not inherently ungrateful or unappreciative — they’re only human.”

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Come perdere un cliente in 10 giorni

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

NOTA AICEX: la maggior parte delle aziende stanno, consciamente o meno, sabotando le loro relazioni con i clienti. Questi ultimi sono esacerbati e stanchi di sopportare e vogliono essere certi che i loro amici sappiano tutto.

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After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You, which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days, for today’s post.

When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship,” but let’s just use Merriam-Webster’s definition: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.

That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.

My 19 Signs post was more about how customers were not showing their love to brands anymore. In this post, the focus is on companies and the things they are knowingly or unknowingly doing to sabotage their customer relationships..

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