Tag: Customer service

Il fallimento della CX nel negozio O2

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

NOTA AICEX: una interessante attività di mystery shopping per misurare la customer experience in alcuni negozi O2 in Gran Bretagna. Il risultato? Sembrerebbe un fallimento.

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Since the start of 2014 I have carried out a number of mystery shopping assignments. The objective is usually to assess the customer service in a variety of shops and restaurants. In that time I have reported mostly positive feedback. Maybe it’s stating the obvious, but companies that invest in mystery shopping and customer feedback surveys tend to provide better customer experiences.
Since carrying out a few assignments I now find myself applying the mystery shopping tests to stores and restaurants when I am not on assignment. When consciously applying these tests, I have found that customer service is noticeably poor in many stores. A frustrating aspect of this is that I don’t have the assignment sheets or customer feedback surveys to express these failures and often leave the store feeling annoyed by the experience.
But today I remembered I have a blog!
The purpose of my blog was originally to discuss how to do things better – so today I will share that view with O2.
Assignment – visit the O2 Store in St. Albans to collect a replacement battery for a Samsung phone within warranty. Previous visit indicated that a battery would be available for collection by this date.
Visit date/time – 1st June, 11.20am.

Questionnaire: Continua a leggere “Il fallimento della CX nel negozio O2” →

Perché avete bisogno di ambasciatori del brand

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

Nota Aicex: avere degli ambasciatori può aiutare un brand? Certamente si tratta di una buona di fonte di passaparola, specie sui social media.

I’m excited to have Adam Ulivi, an Internet Marketing Specialist with Tari Digital guest post today on the topic of developing your brand through brand evangelists. Brand evangelists can be a figure within your organization, like a Steve Jobs at Apple, or a Mark Zuckerberg at Facebook.

Brand evangelists can be community members, like customers, partners, or service providers who provide an authentic, human voice that extols the virtues of your brand, service, or product. In the end, brand evangelists are a key component of one of the best sources of advertising, word-of-mouth, or in today’s digital age, word-of-keyboard.

Brand Evangelists are Free Marketing Sources

There was a time when a marketing campaign consisted of producing a mass media commercial and telling the audience that the product was the best at what it did. This evolved into a more subtle, physiological approach of showing how the product would benefit you and your basic desires, to become (or at least appear) wealthier, healthier, sexier, happier and efficientier (OK, the last one isn’t a real word). Continua a leggere “Perché avete bisogno di ambasciatori del brand” →

Forbes: Costruire la Customer Experience quando i clienti ne sanno molto piu’ di voi.

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

NOTA AICEX: dopo aver discusso di come Steve Jobs “non ascoltava” i desideri dei suoi clienti, ecco una visione diametralmente opposta. I vostri clienti ne sanno molto più di voi.

Do you remember the first day you realized that your customers knew more than you, that they had expert knowledge that you lacked?

It was probably a humbling and, I hope, teachable moment (with you as the teachee), leading you to think about how to build a customer experience in our age of information.

Auto dealers have had these encounters for years with obsessive gearheads who come armed with stats beyond anything a salesman has time to research or rebut.

But now, for all of us in every field of commerce, the advent of Google and the transportability of Google via mobile phones has turned your garden variety customer into an expert. Simply through the power of the customer’s thumbs. And soon, with Google Glass, through the power of the customer’s augmented eyeballs.

To illustrate, let’s cast me as the customer, rather than as service provider or customer experience designer, for a moment. What follows is a true story. Only the names have been, you know.

One Saturday morning I found myself trekking to the guitar store uptown because I needed strings for a ‘‘Baby Taylor.’’ (A Baby Taylor is a more portable version of a standard acoustic guitar.)

The clerk, who was knowledgeable in an approximate sort of way, told me he thought that medium-gauge, full-length guitar strings would work well: just cut off the excess length as needed to make them fit the ‘‘baby.’’ I had a hunch that his answer might be incomplete, and I vaguely wondered why the clerk didn’t look in his system for Taylor’s ‘‘manufacturer’s stringing recommendation’’ before advising me. I didn’t wonder for long, though, before turning the issue over to my iPhone. With just a few thumb strokes—‘‘What kind of strings should I use on my Baby Taylor?’’—

I found an official, enthusiastically detailed description of which strings to use and why the decision matters: Continua a leggere “Forbes: Costruire la Customer Experience quando i clienti ne sanno molto piu’ di voi.” →

Il mito dei clienti “empowered”

su da Gian Carlo Mocciin Customer Experience, Customer NeuroscienceLascia un commento

NOTA AICEX: siamo nell’era del cliente “Empowered”. Le aziende si lasciano condizionare da quello che dicono i loro clienti? Oppure, come faceva Steve Jobs, non li ascoltano perché troppo poco convinti di ciò che davvero vogliono?

We are supposed to be in the Age of the Empowered Consumer — because the all-powerful consumer is in the driver’s seat. The consumer has unlimited information literally at her fingertips anytime, anywhere – for almost no cost. The almighty consumer will know it all, heck there will even be corporate Edward Snowden-style leaks to further inform the customer. On top of that, the barrier of switching providers is so low that the empowered consumer will ditch your service at the slightest sign of a bad experience. Not only will they defect, they also have a huge megaphone to broadcast your dirty laundry to the world and bring you to your knees. For self-preservation sake, every organization will be so scared that they will be forced to treat customers better.  There will be ongoing one-upmanship in the customer experience space, with everyone trying to “out-experience” the others, all to avoid mass exodus of the empowered consumer.iStock_000026964040XXLarge

Continua a leggere “Il mito dei clienti “empowered”” →