[Photo: BaronVisi/iStock]
Yet it’s not really infinity pools, spas, and marble staircases that create a hotel experience.
Cosa gli Hotel (non?) ci insegnano sulla Customer Experience.
Tag: Customer Journey
Experience Design: Il racconto di un Designer LEGO
AICEX SUMMARY: Every product, whether it may seem like it or not, is a service of some kind, and needs to be considered holistically within the user’s journey
At 5am on a cold, misty morning, my plane tumbled to a stop in a strange land where I didn’t speak a word of the language. I was about to embark on one of the best (and most bizarre) adventures I’d had so far — working as a designer at LEGO HQ in Denmark.
I was fresh-faced, just a few weeks after finishing university, and about to be thrown into the deep end of my first real design job.
Over the course of my time there, I would work on a secret project, a real life ‘LEGO House’ — a 12,000 square metre new spiritual home for the cult brand, standing 23 metres tall. The ‘House’ was to be filled with slightly surreal digital and physical experiences showing the values and future vision for LEGO.
Come le aziende potrebbero utilizzare i dati che possiedono
AICEX: La tecnologia ci consente di tenere facilmente traccia del 100% delle customer journey sui canali digitali, ma i processi e le organizzazioni aziendali talvolta rappresentano un ostacolo.
It is no longer enough for businesses to have a dedicated mobile website — in fact, Gartner predicts that 20 percent of brands will abandon their websites by 2019. Realizing this trend, some companies have already adopted a “mobile first” approach. Separate versions of a site are unwieldy and introduce unnecessary confusion, both when a visitor accesses a site via a different device, or when an IT department attempts to fix a bug on the back end. While individuals still advocate for a central company website, the growing importance of social media cannot be denied.
In a similar way that customers expect a consistent experience across multiple channels and devices, it only makes sense that advanced enterprise digital analytics solutions, such as session replay, click maps, and conversion optimization solutions will converge as well and be supported by web and mobile unified platforms. This convergence of analytics will enable companies to move away from a siloed channel-centric approach and embrace a truly customer centric approach. With 2017 being the tipping point for this shift, below are four predictions that will revolutionize the way enterprises look at customer data:
Continua a leggere “Come le aziende potrebbero utilizzare i dati che possiedono”
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
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.
Associazione Italiana Customer Experience - AICEX 
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