Tag: Customer Experience

W. Porter: Cosa cercano davvero i tuoi clienti?

su da Gian Carlo Mocciin Customer Experience

AICEX: Non devi chiederti SE pensare alla Customer Experience, ma QUANDO iniziare a pensarci!

A memorable car-buying experience. The resort was an experience we will remember for a long time. We were not really looking for the great customer experience we had at that new grocery store.

The actual customer comments above are probably something you have been seeing a lot more of these days online and in print from businesses both local and national. And there is a good reason for it.

As Joe Pine and Bob Gilmore point out in their now famous customer service business book “The Experience Economy,” we are all now in the customer experience business. And if you have not put together a rich, memorable experience for your customers, you may not be investing in a financially sustainable effort for the future. Continua a leggere “W. Porter: Cosa cercano davvero i tuoi clienti?” →

Perchè la Relazione è importante anche nell’era “Mobile”

su da Gian Carlo Mocciin CRM, Customer Service, Digital, Design, UX, Social, Media, Mobile

Customer Service Depends on Relationships Even in the Mobile Age

AICEX SUMMARY: Ai tuoi clienti può anche non interessare che diventiate amici!

People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It’s also been well over a year since “mobilegeddon,” when Google updated its algorithms to penalize websites without mobile counterparts.

With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers — any time, anywhere.

The mobile browsing experience is remarkably different from surfing via desktop, and it’s about much more than screen size. It’s about immediacy and creating “micro moments” along the journey to purchase. A recent study shows that 63 percent of adults in the United States use their mobile devices several times in a given month to obtain customer support. Ninety percent of them reported poor experiences when interacting with customer support via mobile.

To maximize sales, customer satisfaction, repeat business and referrals, you must master the art of customer service for mobile. Here are three mobile realities to keep in mind, along with a few tips to help you handle them.

Continua a leggere “Perchè la Relazione è importante anche nell’era “Mobile”” →

NYT: Coltivare la Brand Loyalty anche con i “Clienti Difficili”

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty 
Sephora’s three-tier rewards program includes samples, tutorials and special events for loyal customers.Dado Galdieri/Bloomberg

AICEX SUMMARY: I Clienti si iscrivono ad un programma loyalty per i vantaggi, ma se poi continuano a farne uso è per le Esperienze.

AMERICANS are both more loyal and more fickle than ever before, judging by the number of customer rewards cards they have and the number they actually use.

Households, on average, hold membership in 29 loyalty programs across the retail, financial services, travel and other industries — that’s a total of 3.3 billion nationwide, up 26 percent from 2013, according to a 2015 reportby Colloquy, a loyalty marketing research company.

But most households use only 12 of those cards, a proportion that has dropped 4.5 percent from 2013.

Continua a leggere “NYT: Coltivare la Brand Loyalty anche con i “Clienti Difficili”” →

Quale Customer Experience se siamo tutti dei pesci rossi?

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX, Social, Media, Mobile
Girls-on-mobile-phones-004
AICEX: una bella sfida per le aziende, farsi ricordare quando la soglia di attenzione dei clienti è quella di un pesce rosso!
A study from Microsoft involving more than 2,000 people has found that the average attention span has dipped to a low 8 seconds – down from 12 seconds in 2000. A goldfish has an attention span of 9 seconds.

There are many effects from smartphones and the like on the human body which are never written about. Information technology (IT) is much more powerful in unrecognized ways than is generally acknowledged.

Because these various IT devices are often very close to a person’s body, they can and do have profound effects on the human bioelectric field. The key factor in this ever-intensifying dynamic between human and technology is the length of time of daily interaction.