Forbes: Vincono i Brand che creano esperienze semplici.

 AICEX: La vera complessità è rendere le cose semplici. Questa è la frase attribuita ad Albert Einstein che ci è tornata in mente leggendo questo post.

A hot topic over the past few years has been marketers’ attempt to build better customer experiences. But what does that mean? Does that mean to develop experiences that increase consumer-brand engagement, increasing the amount of time the consumer spends with the brand? Or from a consumer perspective, does it mean making the consumer-brand experience simpler so that the consumer can spend less time engaging with the brand and more time experiencing life?

According to a new global study, marketers need to rethink what a great customer experience is. Many customers desire more seamless, simpler, faster brand engagement. Time is the rarest of commodities brands that give consumers the benefit of more time are being valued. Global brand strategy and experience firm, Siegel+Gale, just completed their seventh annual Global Brand Simplicity Index study, designed to better understand: 1) the impact of simplicity on consumer behavior and firm performance, 2) the brands and industries that create the simplest experiences, and 3) the top brands that use simplicity to drive disruption. The 2017 study, based on an online survey of more than 14,000 respondents across nine countries, ranks 857 brands on their perceived simplicity. Below are some key findings from the study and insight from Margaret Molloy, global CMO and head of business Development for Siegel+Gale.

Key Findings

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Lo Storytelling porta la Customer Experience al next level

SpaceX lift off

Photo: SPACEX

AICEX SUMMARY: L’esperienza e non il prezzo saranno il vero campo di battaglia del futuro.

We now have the ability to use dynamic content, data and intelligent automation to improve customer experiences

Experiences, not price, will be the battleground of the future.

Customers value experiences, and those experiences often come in the form of stories. Selfies, social feeds, chats and influence stats grab consumers’ attention, who in turn share their personal encounters.

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Un briciolo di Customer Experience avrebbe evitato la figuraccia degli Oscar

[Photo: Eddy Chen/ABC/Getty Images]

AICEX: Replichiamo un post pubblicato su fastcodesign.com secondo cui la figuraccia la notte degli Oscar è dovuta al fatto che i cartoncini dove sono scritti i vincitori non hanno un titolo adeguato. Alla fine di questo post trovate una proposta di modifica del cartoncino. Considerando Warren Beatty come un cliente una semplice Customer Journey o un banale test di User Experience avrebbe fatto emergere l’anomalia. O forse no? 🙂

Anyone who watched the Academy Awards live could tell something was wrong. Warren Beatty looked at the card, which supposedly held the winner for Best Picture. And then he looked again. He could clearly tell something was amiss, but he couldn’t put his finger on what.

Then he showed it to Faye Dunaway who took the fall on his behalf. She announced La La Land for Best Picture. As we know now, she was reading the Best Actress card, which had both Emma Stone and La La Land listed.

The winner was actually Moonlight—printed on a card hiding somewhere backstage.

UPDATE: Read our follow-up post, which fixes the design, here.

[Screenshot: via Reddit]

Of course, this was an operational SNAFU. The most important moment of the night was ruined because Beatty was given the wrong card. But it could have been easily avoided by good design, argues Redditor ShinyTile. And it’s true.

The winning cards at the Academy Awards are layer upon layer of bad typographic design. For one, the Oscars logo is the biggest thing on the card. Which would only make sense if the announcer were blindfolded, stuck in a trunk, and dropped onto one of many stages at many award shows, and he didn’t know which one until he opened the envelope.

VIDEO: HERE’S EVERYTHING WE LOVED (AND HATED) ABOUT THOSE MEMORABLE OSCARS

Right below “The Oscars,” the winner is listed centered and in quotes. This decision makes some sense. Positionally, to make a word center-aligned makes it obvious and important—like the title of a book. But why isn’t this winner big or in any way bolded? Why isn’t the type presented to be more important through its weight or size than all the names listed below it—even just for pure legibility under the stage lights?

Finally, the card’s category label is in fine print. Best Picture or Best Actress is barely visible—tiny, italicized, and of a finer weight. Of course, that doesn’t matter when everything goes right. But the role of design isn’t to be a solution for when things so often go right, but for when things so often go wrong—which is, as it happens, exactly what happened last night.

“Just make “Best Picture” and “Moonlight” in huge text. That’s it,” writes ShinyTile. Exactly. It’s really that simple.

UPDATE: One designer re-worked the card to solve this issue. Check out his simple, clever solution.

SOURCE: https://www.fastcodesign.com/3068535/this-simple-design-change-would-have-saved-the-oscars

NOTA AICEX: Cliccando QUI vedete come potrebbero modificarsi i cartoncini, evitando l’invisibile titolo in basso “Best Picture” e mettendolo bello grande in alto.

 

Forbes: la Customer Experience serve per far star bene i clienti, non le aziende!

 

AICEX: Tanto per evitare incomprensioni, se i Clienti stanno bene quasi certamente stanno bene anche le Aziende di cui sono clienti! : )   

Photo: Shutterstock – Author: Micah Solomon,  Forbes Contributor

A great customer experience is one where customers feel good, even look good, during their time spent doing business. So, it’s important that a business invest in whatever will improve a customer’s feelings and self-esteem.

I was recently reminded of  this customer experience principle in, of all places, the bathroom. To be specific, it came to me while I was standing in front of my bathroom mirror at the gorgeous Old Edwards Inn, a luxury resort in Highlands, NC. (No, this isn’t how I always travel, I’m afraid. I was there for work. But I didn’t enjoy it any less.)

The version of my face that I saw smiling back at me had a healthy glow and an almost halo-lit appearance.  Optimistically, if preposterously, I was tempted to attribute this to my brief time in the North Carolina mountain air.  Whatever the source, looking good was an immediate boost to my spirits, particularly since I was slated to step onstage within the half hour.

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