Tag: Customer service

Forbes: 5 Must-Have Components of a Modern Customer Experience

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX

Screen-Shot-2015-12-16-at-4.35.02-PM

AICEX: ci piace che il punto 3 esprima un concetto di Risk Management.

Blake Morgan , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Companies coming out of the sharing economy are first to execute well on customer experience innovation. They simply move much faster than anyone else. These companies are moving the fastest to leverage tools such as mobile to bring amazing customer experiences. For example it was just announced you can hail an Uber through Facebook messenger. This is an example of the future of customer experience—channel agnostic interactions. That means regardless of channel the customer can get in touch with the company. Today this is not the case at any large company. There are agents hired specifically for one channel. In customer service today there are walls at every turn–there are walls for agents and walls for customers. There is no fluidity. Fluidity in customer experience puts you light years ahead of your competitors. It is the number one, no-brainer way to flood your gates with customers (in a good way).

There are a handful of tools and practices that will be of huge help as you shape the best possible customer experience you can.

Here are five of my must-have modern customer experience components.

Continua a leggere “Forbes: 5 Must-Have Components of a Modern Customer Experience” →

CX Journey™: Perchè fare sconti danneggia le Aziende

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Marketing, Loyalty

AICEX: Lato nostro ricordiamo che tenere un Cliente è più semplice che acquisirne uno nuovo. Molte aziende sanno quanti nuovi clienti acquisiscono ogni mese, ma quante sanno quanti ne hanno perso … e perchè?  

Image courtesy of JSF0864

Is your customer acquisition (and retention) strategy based on discount pricing? How’s that working for you?

Discounts might be working well to bring customers in the door, but do they stay after they’re in? Can you keep those that you acquire? Are you creating a precedence that is not sustainable?

A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price. I answered the question, why do customers really leave?

Today, I want to address the acquisition/retention strategy that many companies undertake – discounts: how they play into the price/value equation and how they impact or sabotage acquisition and retention efforts.

Continua a leggere “CX Journey™: Perchè fare sconti danneggia le Aziende” →

Come migliorare la CX nell’Automotive

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

AICEX: il settore Automotive dovrà cambiare, che lo voglia o meno. Oltre alle evoluzioni inside-out ci saranno anche quelle outside-in ad esempio a seguito di acquisizioni in settori affini. Già il titolo originale di questo Post dice molto: “3 Innovative Ways to Improve Your Dealership’s Customer Experience: Can I Have a Pedicure With My Oil Change Please?” 

Car manufacturers and dealers have historically focused on product quality and the driving experience to acquire new customers and encourage brand loyalty. However, product quality is improving dramatically and is losing value as a key brand differentiator. According to a report by Medallia, “Over a ten-year period, from 2003 through 2012, reliability has improved so much that the top 20% of models available in 2003 would fall to the bottom 20% in 2012.”

In regards to the driving experience, new car models are sporting all sorts of new features to improve the driving experience. According to a 2015 study by Nielsen, vehicle to driver communication is the most popular feature for connected drivers. Other popular features include voice activated controls, internet-enabled navigation, personal assistant service, vehicle internet connectivity, and vehicle mobile applications.

As more and more vehicles tout a range of exciting features, better safety, and the next best thing in car design, manufacturers and dealers will need to compete on a different sphere – the customer experience.

The customer experience is increasingly becoming an important factor as consumers choose between brands. According to a study by Walker, the customer experience is so important that by 2020, it is expected to overtake price and product as the key competitive differentiator.

Here are three innovative ways to improve the customer experience for your customers and prospects:

Continua a leggere “Come migliorare la CX nell’Automotive” →

Apple riduce le distanze tra il servizio online e quello in-store

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Digital, Design, UX, OtherLascia un commento

AICEX: riportiamo un post di qualche tempo fa ma sempre molto attuale

SOURCE: http://9to5mac.com/2014/11/07/apple-blurs-lines-between-online-and-retail-stores-with-revamped-product-support-service/

With new Senior Vice President of Retail Angela Ahrendts in charge of operations, Apple is further blurring the lines between its online and physical retail store services. We reported earlier this year on Ahrendts’s plans to more seamlessly integrate both paths of Apple retail, and now the Cupertino-based company is rolling out a revamped Genius Bar and product support reservation system.

Continua a leggere “Apple riduce le distanze tra il servizio online e quello in-store” →