Tag: Customer service

6 modi (ironici) per tenere lontani i vostri Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, OtherLascia un commento
 AICEX: Il nostro preferito è il numero 1 🙂  —-

Moving has a lot of perks: excitement about a new city, jitters about a new job, and creativity (read: spending gobs of money) on decorating a new apartment.

How to turn off your customers in six sarcastic steps

But moving also means canceling your cable and Internet, ending – and starting new – utilities, frantically searching for apartments, and, once you’ve found that apartment, lugging boxes from dusk to dawn.

Cable?

Utilities?

Realtors?

That sounds like a bad dream. (And I’m living proof that it is.)

From a marketer’s standpoint, though, it’s more than a bad dream: The poor customer service associated with moving, whether intentional or not, is a nightmare.

So today, I present a six-step checklist to help you turn off customers and market like it’s 1999. (Side note: sarcasm and I hang out on the reg.)

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Perchè una Banca Online dovrebbe avere filiali fisiche ? (CheBanca! case study)

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

AICEX : Interessante connubio tra Virtuale e Reale

Why would a digital bank have branches? (CheBanca! case study) – by Chris Skinner

I just visited with Roberto Ferrari at CheBanca! in Italy.  For those who don’t know CheBanca!, it is the digital first bank launched in 2008 by Mediobanca.  Mediobanca provides merchant bank services in Italy and had never had a retail bank before.  Therefore, it made sense in the post-meltdown digital age to implement a fintech bank fit for Italy, andCheBanca! claims to be that bank.  You can find out more here.

Anyways, being a digital first bank does not mean being a digital only bank, and Roberto took great pride in showing me his branch.

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I know, it doesn’t look like much, but wait till you get inside

A digital bank with a branch?  Yep.  CheBanca! has launched almost 50 of them so far, with more to follow.  This has proven critical in getting trust and deposits, with the main aim of achieving three things that digital only does not achieve:

  1. Trust
  2. Brand
  3. Service

These three things are harder to achieve when you are unseen, unproven and unknown, although some are bound to disagree.  However, Roberto and his team gave me some interesting statistics that may back up this claim.

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Amazon: come ha cambiato la CX in 5 modi

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

Amazon Customer Service Experience

 

 

 

 

 

 

NOTA AICEX: Amazon è un grande esempio di Customer Experience. Vediamo come e perché l’azienda ha contribuito a cambiarla per sempre.   

If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.

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Forbes: 5 trend di Customer Service per il 2015

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

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NOTA AICEX: il customer service diventerà sempre più critico. Esaminiamo i trend per il 2015 — 

In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new ways. However most companies just aren’t there yet. They’re still figuring out social support.

I encourage you to think about how these five customer service trends will affect your customer service offering in 2015:

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