Tag: customer

Come creare una migliore shopping experience

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

better-customer-service-climbing-ladder

NOTA AICEX: comprendere le esigenze ed il comportamento dei propri clienti è alla base per migliorare la loro shopping experience. Analizziamo insieme i tre fattori chiave.

Learning the needs of your customer, monitoring their behavior and rewarding them for loyalty allows retailers to create a better shopping experience by effectively leveraging consumer data would seem to be basic business logic. However, not everyone is as logical as you! In a world of increasing parity, the key thing that you can do to differentiate yourself is service and experience.

Continua a leggere “Come creare una migliore shopping experience” →

I 5 benefici del Self-Service e Natural Language

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

eptica_natural_powered_language_1

AICEX: i sistemi di self-service si sono evoluti enormemente. Esploriamo alcuni benefici delle nuove tecnologie che comprendono anche il riconoscimento vocale e il voice to text.

When interacting with organisations, customers value convenience, speed and consistency above all.Self-service systems deliver in all three of these areas, which is leading to their widespread adoption on the web. But self-service isn’t stopping there. Advances in speech recognition and voice to text technology mean that companies are beginning to look beyond websites to applying self-service to channels such as the telephone, in the contact centre and to apps on mobile devices. This convergence opens up new opportunities for engagement and improving the customer experience.

Continua a leggere “I 5 benefici del Self-Service e Natural Language” →

Il Cliente NON ha sempre ragione

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

NOTA AICEX: prima di lavorare sulle customer expectations e sul miglioramento del servizio, analizziamo alcuni miti del Customer Service.

“#CustomerService Trumps almost everything, even your marketing and #ProductImprovement, efforts won’t amount to anything if customers are leaving—and spreading bad reviews about your company …”

It seems simple enough, meet #CustomerExpectations, and people are happy…If you exceed them, customers become Loyal to your Brand and yet many organizations, Big & Small, are struggling to provide #GoodCustomerService…!!

In most cases, I know businesses want to do good for their customers—they just don’t know how… Sometimes they’re just doing it wrong…So before we dive into improving customer service for your organization, let’s set the record straight first…

Continua a leggere “Il Cliente NON ha sempre ragione” →

McKinsey : le 7 regole per avere successo (per le aziende)

su da Gian Carlo Mocciin Customer ExperienceLascia un commento

NOTA AICEX: Dopo i “7 habits for highly effective people” che Stephen Covey scrisse nel 1989, recentemente McKinsey ha replicato con i “7 habits for highly effective digital enterprises”. Il mondo digitale ci sta “travolgendo” e comprendere come le aziende si stiano trasformando nell’era digitale diventa un argomento di sicuro interesse. Uno degli aspetti più rilevanti, non poteva che essere la Customer Experience.

McKinsey & Company published a short article a couple of weeks ago that is long on leadership and organizational insight. “The seven habits of highly effective digital enterprises” by ’Tunde Olanrewaju, Kate Smaje and Paul Willmott is worth a read, with observations and examples about how companies are successfully transforming themselves in the digital age. What struck me is that nearly every one of the seven habits applies to all aspects of business, whether you’re digitally engaged or not.

In fact, I think if you just delete the word “digital” from the title, you’d have a good template for organizational success. So here are the seven habits. See how many of these you are doing.

  1. Be unreasonably aspirational. “Being ‘unreasonable’ is a way to jar an organization into seeing digital as a business that creates value, not as a channel that drives activities,” say the authors. Bean Samples The Ocean of StormsAs I considered the examples given—Burberry and Netflix—I couldn’t help but think of Jim Collins and Jerry Porras’ Built to Last: Successful Habits of Visionary Companies. The companies that are able to envision a future are the ones that succeed. They aspire to become or create something that may not even exist or be achievable—at least not by current thinking. As the article notes, Netflix was a successful renter of DVDs, but it aspired to become a leader in a technology that was only in its infancy—streaming video. At the end of last year, NetFlix had 40 million streaming subscribers. Not bad for a bunch of dreamers. Continua a leggere “McKinsey : le 7 regole per avere successo (per le aziende)” →