AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
AICEX: offrire prodotti e servizi gratis può essere una eccellente strategia per incentivare up-selling, cross-selling, brand awareness, ecc.
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 ?”
NOTA AICEX: molte organizzazioni comprendono la rilevanza del focus sul cliente e cercano di incorporarlo nella loro strategia. Confinare la strategia di Customer Experience solo al customer service e customer journey è piuttosto limitante: perché non allargarla ai servizi customer centric e alle esperienze?
In a recent article, the open marketer introduced a simple four-stage framework for customer experience maturity. The stages of the framework are as follows:
“The first two stages address how the company engages with its customers (with ease and efficiency). They are about how a company can interact more effectively with its customers.
Continua a leggere “Dalla customer journey ai servizi ed esperienze”
La leadership nel customer service è chiaramente legata all’avere una strategia di customer experience e alla capacità di esprimere eccellenza in ogni ambito.
The simple definition of a leader is someone who has control of influence over people around them. But another, better definition of a leader is one who others follow and are inspired by their presence, influence, and action.
Mediocre leaders lead by force, authority, position, or charisma. Truly effective, transformational leaders lead by inspiration, vision, and effectiveness.
Continua a leggere “Customer Service Leadership: quale eredità?”
NOTA AICEX: la misurazione della soddisfazione ha ancora senso? Oppure è “fuori moda”?
Customer Satisfaction and anything related to “satisfaction” is terrible. It drives me nuts! How about you post a sign saying:
I mean, how terrible is that? After a customer experience, do you really want your customer to go away thinking “Hmmm, I was satisfied.” No way. Satisfaction is an invitation for your clients to go shop elsewhere. Now, loyalty is EVERYTHING. When your customers are loyal, they’ll stick with you. Loyalty reduces the likelihood of customers shopping around.
Associazione Italiana Customer Experience - AICEX 
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