Tag: customer satisfaction

7 KPI sui clienti da ricordare sempre.

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey, Marketing, Loyalty, ROI, NPS, VOC, KPIs

AICEX: Riprendiamo con piacere questo articolo apparso su CMSWIRE e che completa l’articolo “Alcuni KPI migliori dell’NPS” già pubblicato. Ci si focalizza sul customer feedback che alimenta la voice of customer, tramite KPI che le aziende dovrebbero adottare, sia per fare benchmark con altri ma anche e soprattutto a fini di miglioramento seguendone il trend.

Many customer-centric organizations are using Voice of the Customer (VoC) data to enable them to understand their customer journeys, which facilitates the ability to keep customers satisfied and coming back. Some businesses are unsure of just how to effectively use VoC metrics, and much of the confusion derives from the fact that they are underutilizing the most valuable VoC feedback they have gathered. This article will tell you about the VoC metrics that you should focus on, and those you may have been ignoring. Continua a leggere “7 KPI sui clienti da ricordare sempre.” →

McKinsey: come sviluppare la visione della customer experience

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, ROI, NPS, VOC, KPIs

AICEX: In questo articolo si evidenziano due temi chiave per avere successo nelle iniziative di customer experience, individuare e gestire ciò che i clienti vogliono davvero (anche se talvolta non lo sanno con precisione), e coinvolgere i dipendenti, soprattutto quelli che con i clienti interagiscono direttamente. Nulla di nuovo sotto al sole, ma allora perché è così difficile avere davvero successo?

A successful customer experience strategy starts with an aspiration centered on what matters to customers and empowering frontline workers to deliver.

Almost every successful company recognizes that it is in the customer-experience business. Organizations committed to this principle are as diverse as the online retail giant Amazon; The Walt Disney Company, from its earliest days operating in a small California studio; and the US Air Force, which uses an exotic B2B-like interface to provide close air support for ground troops under fire. Conversely, companies that are not attuned to a customer-driven marketplace are remarkably easy to spot. Consider the traditional US taxi industry, which is facing significant new competition from the likes of Lyft and Uber. Customer-service standouts clearly understand that this is central to their success as businesses.

Continua a leggere “McKinsey: come sviluppare la visione della customer experience” →