Tag: customer loyalty

Un’altra lezione da Southwest Airlines

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Marketing, Loyalty

Damaged-Luggage

AICEX: Un interessante racconto di Shep Hyken

An Amazing Experience

My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve been through this before.

Not happy, I walked into the Southwest office. What I expected was a long line, followed by a less-than-enthusiastic employee, extensive paperwork to fill out, and then who knows how long it would take to get the luggage repaired. However, I was pleasantly surprised. After all, this was Southwest Airlines.

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Customer Experience Non-Trends for 2016

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience

 LOGO-AICEX-BIG2-02

AICEX: Il Post più originale che abbiamo letto quest’anno … va bene siamo solo a Gennaio : )

SOURCE : http://customerthink.com/customer-experience-non-trends-for-2016/

It’s the beginning of a new year, which means it’s time for pundits and prognosticators to pull out their crystal balls and make predictions about the twelve months to come.

Bruce Temkin, for example, has published his 11 Customer Experience Trends for 2016 (why 11? Presumably because it’s one better than ten). He has identified such things as Journey Designing, Empathy Training, and Predictive Analytics as areas to watch, and declared that 2016 will be The Year of Emotion.

Who am I to disagree?

But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2016 as they were in 2015 and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.

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Forbes: Co-Creating The Customer Experience

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

AICEX Certo non possiamo poi aspettarci i wow factors ma la cocreazione ha sempre il suo fascino, e agisce fortemente sull’engagement e la loyalty.

by Micah Solomon , CONTRIBUTOR

More and more, in my consulting work with companies and brands, we end up co-creating customer service and customer experience solutions together with the company’s actual customers. While co-creation is no substitute for improving the customer service provided directly by your staff, nor for innovative leadership efforts to improve the customer experience, it has a value that is growing quickly and should not be overlooked.

Even, as we’ll see below, in creating better solutions for adults suffering from incontinence.

Co-creating support solutions

Customer support is often now a co-creation in a way that my friend JD Peterson, formerly of Zendesk and now SVP of Marketing for Scripted.com, calls “unsourcing”: your customer support isn’t outsourced, or “insourced, it’s unsourced: for example, if your Macbook Pro screen is flickering [hold that hatemail, fellow fanboys: I know this is an unlikely scenario], do you call Apple? Maybe, but I’ll bet you first do a search online to find out what Macrumors and the kid in the basement next door or half a world away have to say about a solution. Similarly, when I recently spoke with Google on the improvements they’ve made to their Adwords support, they gave emphasis not just to how they have improved one to one support, but also how much emphasis they put on their crowdsourcing support tools.

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È l’esperienza quella che conta

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

 

AICEX: In un periodo di attenzione ai costi e servizi mediocri, un buon servizio può fare (da solo) la differenza ?

It seems like customer service has dropped off in most companies. The people at the counter don’t seem to really care about me as a customer. Often, I will be waiting to pay at the counter and the person working there is on their cell phone or talking to a co-worker. I expect to be the focus of their attention – especially when I am trying to give them money.

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