Tag: Customer Journey

Forbes: La relazione tra Marketing ed Engagement nella Customer Journey

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, LoyaltyLascia un commento

Brian Walker , CONTRIBUTOR

It’s clear to those of us who live at the intersection of technology and customer relationships that customers have radically changed the way they interact with brands. Traditional CRM tools are no longer sufficient because it’s not about managing customer relationships anymore—it’s about creating and optimizing engagement across a vast range of digital touchpoints.

For marketers, the upsides of the new customer journey are huge, but so are the challenges. Like it or not, brands and marketing teams need to rethink everything and begin utilizing resources that are better at facilitating and strengthening connections across a constantly growing list of engagement opportunities.

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Sapete davvero chi sono i vostri clienti?

su da Gian Carlo Mocciin Customer Experience, Customer JourneyLascia un commento
NOTA AICEX: sappiamo davvero chi sono i nostri clienti? Usiamo ancora il termine target? Oppure parliamo di “persona”?

Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?

I did several workshops this week on personas and journey mapping. The two are intimately intermingled, and that’s an important point to remember.

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Dalla customer journey ai servizi ed esperienze

su da Gian Carlo Mocciin Customer Experience, Customer JourneyLascia un commento

NOTA AICEX: molte organizzazioni comprendono la rilevanza del focus sul cliente e cercano di incorporarlo nella loro strategia. Confinare la strategia di Customer Experience solo al customer service e customer journey è piuttosto limitante: perché non allargarla ai servizi customer centric e alle esperienze?

In a recent article, the open marketer introduced a simple four-stage framework for customer experience maturity. The stages of the framework are as follows:

“The first two stages address how the company engages with its customers (with ease and efficiency). They are about how a company can interact more effectively with its customers.

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Ha senso digitalizzare il consumer decision journey ?

su da Gian Carlo Mocciin Customer JourneyLascia un commento

NOTA AICEX: trarre vantaggio dalla digitalizzazione e fornire ai clienti delle esperienze cross-channel perfette è diventata l’ossessione di molti manager. E’ vero oppure si tratta di una corsa vana?

Many of the executives we speak with in banking, retail, and other sectors are still struggling to devise the perfect cross-channel experiences for their customers—experiences that take advantage of digitization to provide customers with targeted, just-in-time product or service information in an effective and seamless way.

How consumer behavior keeps changing

This quest for marketing perfection is not in vain—during the next five years or so, we’re likely to see a radical integration of the consumer experience across physical and virtual environments. Already, the consumer decision journey has been altered by the ubiquity of big data, the Internet of Things, and advances in web coding and design.1 Customers now have endless online and off-line options for researching and buying new products and services, all at their fingertips 24/7. Under this scenario, digital channels no longer just represent “a cheaper way” to interact with customers; they are critical for executing promotions, stimulating sales, and increasing market share. By 2016, the web will influence more than half ofall retail transactions, representing a potential sales opportunity of almost $2 trillion.2

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