Livework: Come misurare la Customer Experience con l’NPS

AICEX: Ci vengono in mente almeno 6 Framework per misurare la Customer Experience e sono tutti “proprietari”, con il limite di avere una diffusione limitata. Anche l’NPS è una metodologia “proprietaria” ma ha ampia diffusione e molte aziende lo utilizzano già. Ecco perché è importante capire come possiamo utilizzarlo al meglio conoscendone limiti e vantaggi.

  • NPS does not capture the overall customer experience.
  • Businesses must decide the objectives and application of NPS alongside other metrics.
  • When NPS is used alongside other metrics, quick fixes in customer experience are revealed.

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WSL: Costruire una Cultura Customer First

AICEX: Quando ti dicono che è in corso un progetto per avere una azienda Customer Centric e tu chiedi “ma i vostri dipendenti sono felici?” talvolta ti guardano come se avessi chiesto una cosa fuori tema. E così capisci che devi iniziare a spiegare che i primi clienti dell’azienda sono proprio i dipendenti.

CMOs can help their organizations create a customer centric environment by focusing on four attributes: collective vision, outside-in orientation, innovation, and shared values.

In today’s hyperconnected world, consumers have more choices than ever—and they often decide in a matter of seconds whether to do business with a brand. At the same time, the commerce model has changed dramatically. Gone are the days when brands’ relationships with customers developed through brick-and-mortar stores, one-on-one conversations, or trusted agents. Today, many consumers want to build relationships on their own terms, which can make it challenging for brands to create a customer experience (CX) that consistently delivers on their brand promise.

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Alcune riflessioni sulle recensioni dei Clienti

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AICEX: Nonostante le critiche TripAdvisor introduce le review nel settore aereo. Fa riflettere.

TripAdvisor has long been a destination for finding cheap flights, but this summer, it unveiled its biggest redesign in seven years when it introduced user reviews of airlines. The reviews will contribute to an airline’s overall “flight score,” which affects its position in search results. Airlines with higher scores will move to the top of the queue.

With human attention spans shortening by the day, according to one U.K. study, winning the top spot is critical.

But the value of customer reviews extends far beyond the travel space. According to Walker’s Customers 2020 report, 86 percent of consumers surveyed said that they were willing to pay more for a better experience, and 88 percent said they considered reviews a credible source of information — a belief TripAdvisor has reinforced by using reviews to rank search results.

The message here? Businesses in all industries shouldn’t underestimate the influence of review sites.

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