Tag: Customer service

Customer Experience nel settore Lusso: scegliere le parole giuste

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

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NOTA AICEX: quali sono le parole da utilizzare con i clienti dei luxury brands? Come si differenziano a seconda del marchio? – 

I’ve heard it said that women fall in love with their ears and men with their eyes. I’m a woman who studied music and has an ear for languages. Perhaps this is why I’m particularly attuned to the words I hear, especially when those words are delivered as part of a luxury customer experience.

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I 5 benefici del Self-Service e Natural Language

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

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AICEX: i sistemi di self-service si sono evoluti enormemente. Esploriamo alcuni benefici delle nuove tecnologie che comprendono anche il riconoscimento vocale e il voice to text.

When interacting with organisations, customers value convenience, speed and consistency above all.Self-service systems deliver in all three of these areas, which is leading to their widespread adoption on the web. But self-service isn’t stopping there. Advances in speech recognition and voice to text technology mean that companies are beginning to look beyond websites to applying self-service to channels such as the telephone, in the contact centre and to apps on mobile devices. This convergence opens up new opportunities for engagement and improving the customer experience.

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Customer Service: top trend

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: rispolveriamo i top trend per il Customer Service nel 2014 proposti da Forrester. Sono ancora attuali?

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In the Age Of The Customer, executives don’t decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that you should be paying attention to. You can get my full report here.

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Twitter: è efficace nel customer service?

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: sempre più aziende utilizzano Twitter come canale di erogazione del servizio clienti. E’ davvero così efficace come sembra?

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The ability of Twitter to reach so many people, so quickly, has made it an extremely powerful tool for consumers. In particular, it has provided them with a public form to shame companies who don’t live up to customer service expectations.

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