Tag: Customer service

Forbes: Come Apple, Virgin, Zingerman’s, USAA gestiscono il tempo di attesa

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento
Apple Store Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

Apple Store, Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

AICEX: Non è importante trascorrere il tempo in maniera piacevole ma conservare un piacevole ricordo del tempo trascorso.

Micah Solomon – CONTRIBUTOR – I write on customer service, customer experience and corporate culture

Opinions expressed by Forbes Contributors are their own.

It’s no secret that customer expectations for speed have accelerated. (Almost daily, it seems.) However: there are instances where you can’t increase your speed of customer service, your delivery of your product, the deliverables of the customer experience. The reality of such situations is that customer expectations have rushed ahead of what you, being a reality-based business, can provide.

So while generally my advice, as a customer service consultant, has been “get with the program already and meet these new customer expectations–before somebody else does!” there have to be exceptions.

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Forbes: Quando un cattivo servizio fa bene al Business

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, Loyalty, ROI, NPS, VOC, KPIsLascia un commento

(Photo credit: Wikipedia)

AICEX: Ecco gli effetti del MIX Oligopolio, Mercati regolamentati e Aspettative dei Clienti 🙂

Jonathan Salem Baskin , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.

Airlines, banks, and cable service providers are delivering record-setting profits this year, even though they regularly rank low on most measures of customer satisfaction. The reasons why illustrate the utility of setting expectations, having a monopoly, and being uniquely expert at something, and the danger of assuming that customer-centricity means making customers “happy.”

Airlines

Last week, American Airlines reported record quarterly profits and its first dividend since 1980. Southwest also set a record, and United’s profits were up 51% over a year ago. Delta announced its record quarter a week prior. Customer service seems to have little bearing on these results. Planes are more crowded, and passengers are paying more for tickets and incidental services, like bag check, while fuel costs are down

In fact, airlines rank low in most satisfaction polls — coming in below mortgage lenders in one major survey — and may benefit from consistently lowering traveller expectations, not trying to raise their hopes.

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Perchè Starbucks fa poca pubblicità

su da Gian Carlo Mocciin CRM, Customer Service, Marketing, LoyaltyLascia un commento
IMAGE: Getty Images
AICEX: In poche righe un concentrato di CX e Marketing incredibile. Il potere del passaparola, la personalizzazione, la caratterizzazione difficile da copiare. E il bello è che gran parte delle cose le hanno imparate da noi Italiani, che se andiamo in 5 al bar probabilmente ordiniamo 5 caffè fatti in modo diverso (vetro, macchiato, schiumato, caldo, freddo , etc etc … )
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Why did Starbucks choose to forego traditional advertisement for so long? originally appeared on Quora: The best answer to any question.

Answer by Paul Williams, former branding and marketing manager at Starbucks, on Quora:

Short Answer: they haven’t needed it. Word of mouth drove the business.

And, most of the ads you’ve seen featuring Starbucks have been done by partners like Kraft and Pepsi promoting Starbucks ice cream, bottled Frappuccino, and whole beans, not ads for the stores.

CEO of Starbucks Howard Schultz always said, “Our stores are our billboard.”

I love the quote by Walt Disney that reads, “Do what you do so well that people can’t resist telling others about you.”

That’s what Starbucks was doing–something so well, you couldn’t help but bring a friend to your Starbucks if they were from a town that didn’t have one.

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È l’esperienza quella che conta

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

 

AICEX: In un periodo di attenzione ai costi e servizi mediocri, un buon servizio può fare (da solo) la differenza ?

It seems like customer service has dropped off in most companies. The people at the counter don’t seem to really care about me as a customer. Often, I will be waiting to pay at the counter and the person working there is on their cell phone or talking to a co-worker. I expect to be the focus of their attention – especially when I am trying to give them money.

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