Tag: Customer Experience

Il nuovo standard del Retail: Esperienze vs Prodotti

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Marketing, Loyalty

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AICEX SUMMARY: The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics.

  • Author: Paula Rosenblum
  • Original: http://www.rsrresearch.com/research/retail-s-new-normal-experiences-vs-things

It is becoming almost cliché to say that today’s shopper prefers experiences over things. In advertisements for its “Tiny House” series, HGTV quotes a millennial couple saying “We prefer experiences over things and don’t want all our money invested in our house.” Fade to a photo of the couple standing in front of the Louvre, and then back to their tiny house.

Cliché or not, the data is starting to prove out the statement. The US economy remains consumption-driven, but that consumption is moving to travel, entertainment and health care, and away from clothing and electronics. I’m certainly doing my part, deferring the purchase of a new iPad while taking a trip out to Los Angeles to see Adele (the concert package cost silly money, but was worth every single penny, if you’re wondering) and visit with some friends I hadn’t seen in half a lifetime.

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Dal telefono al negozio, il passo è breve?

su da Gian Carlo Mocciin Customer Journey, Marketing, Loyalty, Social, Media, Mobile

Top Image Credit: Depositphotos

By Ian P. Murphy

AICEX: continuiamo a ricordare come i dati vadano esaminati sia in volumi (pezzi) che in valore (ricavi).

In an omni-channel world, retailers need to meet customer expectations across all platforms.

How consumers shop is changing fast.

According to “Total Retail: The Race for Relevance,” an annual survey from PricewaterhouseCoopers, mobile and social media are exerting more influence on shopping behavior, and consumers are looking to retailers to offer new conveniences wherever—and however—they choose to shop.

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La Customer Experience è il Futuro del Design

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UX

Adopting practices that elevate the customer experience will undoubtedly produce a return on investment and provide a steady foundation for your brand.
Article No :1580 | February 19, 2016 | by Chuck Longanecker

There was a time when businesses could depend solely on the quality of their products to bring in new business. Success came from a company’s sole focus on delivering a dependable and highly functional product/service to the market.

Today, that’s simply not the case. The majority of large brands have become marketing machines, competing against each other’s’ hype instead of being user-centric in the design of their products and services. Product differentiation has become a “me too” gimmick and is no longer viewed as the success factor in big business today.

But change is coming. Consumer habits and preferences are evolving for the products and services they use. For example, while shoppers used to browse in stores before deciding what to buy, Deloitte reports that more than 49 percent of consumers have researched which product before they even step into a store. The modern consumer has access to nearly all the information on the planet in their pocket, which is becoming a force field for interruption and coercive marketing. They are no longer held hostage to what is available to purchase, hire or engage locally. They have a choice and want that choice to align with their personal values and a meaningful experience.

A new generation of businesses that were mere startups a few years ago and are now billion dollar darlings have a new trick up their sleeve that they’ve learned from the luminaries of yesteryear. They are focusing on the customer experience in both their product/service design and business model, instead of a heavy emphasis on marketing and sales strategy, a road paved by service heroes such as The Four Seasons and Nordstrom. Fortunately, their success is starting to encourage big business to rethink their approach.

Focusing on the customer experience and its design affords businesses the opportunity to differentiate in a more meaningful way. It has even been predicted that customer experience will overtake price and product as key brand differentiators by 2020. The businesses that will triumph in their verticals are those who elevate their customer experience from ordinary to extraordinary.

What is Customer Experience Design?

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McKinsey: I “consumer trends” per i prossimi 15 anni

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

AICEX_Quadrato_Bianco

AICEX: tra 15 anni potremmo sempre dirvi “ve lo avevamo detto”.

In light of dramatic changes in the consumer landscape, how can retail and packaged-goods executives prepare for the future?

December 2015 | byRichard Benson-Armer, Steve Noble, and Alexander Thiel

What can happen in 15 years?
A look back at 2000 shows how much the world can change in just a decade and a half. Back then, about 30 percent of people in developing countries lived in extreme poverty, compared with less than 15 percent today.1 Only 12 percent of people owned a mobile phone; now, more than 60 percent do. Facebook, which today has almost 1.5 billion users, hadn’t launched yet. These and other developments have changed how consumers live, think, and shop—and the changes are only going to accelerate. What’s going on in the world economy is “no ordinary disruption,” as our colleagues have explained at length.2
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