Tag: Customer service

Cosa serve fare per conoscere i propri clienti?

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

NOTA AICEX:  vivere le relazioni con i propri clienti è diventato un elemento imprescindibile per le aziende che vogliono competere in modo efficace. Il consiglio migliore per viverle al meglio? Mettersi nei panni dei clienti e comprenderne a fondo le esperienze.

 

This is long conversation and likely to be of interest to those of you who have experienced the limitations of knowledge as it is commonly understood. It may also be of interest to you if you glimpsed the radical difference between knowing and knowing about. If this is not you, then please go do something else.

How Useful Is The Knowledge Gained Through Market Research?

There is a huge industry that caters to the needs of business folks (often those in the marketing function) to know their customers or their target audience/market. I am speaking of the market research industry: qualitative (focus groups etc), quantitative (surveys), and a mix of each. In recent years, a new breed of player has entered this industry: the Voice of the Customer industry with its many technology solutions providers focussed almost exclusively on feedback through surveys. How useful is this research? What are its limits? What can you really know about your customer/s through this kind of knowing?

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Come misurare al meglio la felicità dei clienti

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

NOTA AICEX: l’indicatore NPS è ampiamente utilizzato da tante aziende per misurare la soddisfazione dei loro clienti. Ci ricordiamo ancora i vecchi metodi? 

Customer service was simpler in the era before big box chains and online shopping. Back then, to delight his clients, a business owner simply needed to offer fair prices, convenient hours and honest advice. To really make an impression, he might deliver a customer’s purchases to his home or ask the shopper about her children. He probably knew most of the families he served.

Best of all, business owners had an excellent, instant measure of success: A customer’s smiling face.

Many transactions today involve very little human contact. Consumers can buy just about anything they want on their phones (after browsing online reviews and price comparison sites first, of course) while waiting in line for their morning coffee. And if a customer doesn’t like her latte, she may just dash off a complaint to the store’s Twitter feed instead of telling the barista. Or when shopping, if she’s not sure how a dress fits, rather than seeking honest advice from a sales clerk, she might post a photo on Instagram to get input from her friends.

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Come dire “no” senza perdere un cliente?

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: trattare i clienti è decisamente un’arte. Come fare a dir loro “no” senza mettere a rischio la relazione?

I’ve been self-employed for more than 30 years. Most of that time, I’ve been busy, but not always. Twice in the past five years, I’ve lost half my income abruptly, once when two websites I worked for both shut down on the same day, once when I quit a client I just couldn’t stand anymore. At times like these, I’ve had to scramble to replace that business and keep the bills paid. Maybe that’s why I have an almost superstitious reluctance to turn away customers.

But sometimes it isn’t optional. The past few months, for whatever reason, I’ve been offered more business than I can handle. It’s a conundrum that every solopreneur and very small business has to solve some time or other. You must say no to a valuable customer or risk becoming overloaded and ineffective. But like a squirrel burying nuts for winter, you want to save that customer for later. Is that possible?

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FORRESTER: Customer Service … un must to have!

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

Nota Aicex: fornire un eccellente customer service non è discutibile. I clienti si sentono maggiormente motivati ad esigere sempre servizi di alto livello e le aziende non possono restare indietro. Inserire il customer service nella cultura ed investire in training ad-hoc sono solo alcuni degli aspetti che ogni azienda non deve trascurare.

Great customer service is something that everyone expects but not everyone receives. A 2013 Forrester report, Navigate the Future of Customer Service, states that customer service is “moving from being a cost center to a being a differentiator.” And a report on call center efficiency from the International Computer Management Institute found that superior customer service creates real value for clients in efficiency and customer satisfaction, as well as business unit and strategic value.

Customer Service

Good customer service can’t be bolted on. It must be ingrained in a company’s culture. When a focus on the customer is a company’s paramount business priority, everyone, no matter what their role, is ready and willing to assist. Whether or not a company is in a service business, it can view each instance a client contacts it as an opportunity to provide exemplary customer service.

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