Tag: customer loyalty

5 semplici parole per aumentare Loyalty e Vendite

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

NOTA AICEX: Un buon esempio di quelle tante cose che ci sono state insegnate ma che dimentichiamo di applicare.

OFFICE_DEPOT

Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was just before the lunch hour and there were no shoppers in the store. I was greeted promptly by the floor staff and got the typical “Can I help you today?” question. I answered, “No” and went to the aisle where the printing forms were. I looked over the selection and saw two designs but one was hearts and flowers and the other one from 1989. Disappointed, I walked to the door. The sales staff did not inquire further as I walked out of the door.

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Esperienza “wow”: funziona davvero per migliorare la loyalty?

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

NOTA AICEX: chi non vorrebbe far vivere un’esperienza “wow” ai propri clienti? Le tattiche sono diverse. Ma non tutte generano davvero piacere e fedeltà nel cliente. E se per caso lo annoiassero?

In this post I complete my take on the key assertion and the 4 findings put forth in the book The Effortless Experience.  Before I launch into this post let’s recap the following points from the first post.

Recap of the essential points from the earlier post

The four major findings put forth by the authors:

  1. A strategy of delight doesn’t pay
  2. Satisfaction is not a predictor of loyalty
  3. Customer service interaction tend to drive disloyalty, not loyalty
  4. The key to mitigating disloyalty is reducing customer effort

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Il Gratis può essere una buona strategia ?

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

AICEX: offrire prodotti e servizi gratis può essere una eccellente strategia per incentivare up-selling, cross-selling, brand awareness, ecc.

Free Stuff - Low Res

 CUSTOMER LOYALTY

Sometimes one of the greatest ways to provide great customer service is to give something of value away for free.  It doesn’t have to be anything big or expensive.  It can be something small.  Really small.  It just has to be valuable to the customer.   Continua a leggere “Il Gratis può essere una buona strategia ?” →

Come misurare la Customer Satisfaction: alcune metriche da monitorare

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

Nota AICEX: sappiamo davvero come misurare in maniera efficace la Customer Satisfaction? Analizziamo quattro aspetti che a volte vengono trascurati.

Customer_Satisfaction

When we have a great food experience at a new restaurant, we usually want to go back. Positive evaluations result in greater customer satisfaction, which leads to customer loyalty and product repurchase.

Mission accomplished.

But how do we effectively measure customer satisfaction?

Many strategies exist, but overlooking the fundaments of how to measure customer satisfaction can be detrimental to your business. Here are 4 key customer satisfaction measurements that are critical to your business success

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