Tag: CX

Customer Experience: senza questo elemento fallirete di sicuro

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento
AICEX: A prescindere dal Framework utilizzato i 3 aspetti indicati in questo post sono sicuramente fondamentali. Segnaliamo di verificare per bene il numero 2, senza quello … lasciate perdere : )
Companies already know that acquiring new customers is considerably more expensive than keeping the ones they already have. Satisfied customers are the ones that stick around and, consequently, use and buy more products and promote the brand to other people.

There is also a whole industry based around maximizing customer experience at “all points of contact” with a company, making this a very important topic for companies that want to succeed and have a competitive advantage. In this post I will talk about the three main characteristics that make a great customer experience and give some examples of companies that are doing a good job.

Rule number 1: Build strong relationships

A company that knows what its customers want can build a strong relationship with them. By not only giving customers what they are looking for, but also exceeding their expectations, companies can differentiate themselves. When that happens the satisfied customers return and use more of the companies’ services instead of its competitors. It is important to always stay in touch with customers, not only at the purchase time, but also on other special dates, like sending them an e-mail on their birthday to maintain a good relationship.

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Una guida alla Customer Experience

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

NOTA AICEX: non sempre tutti conoscono la CX in ogni suo dettaglio. Vediamo insieme quali sono i principi di base.

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). Since it’s important for anyone in the field to understand the core principles of CX, I’ve put together this post and called it “CX for Smarties.” Anyone who cares enough about CX to read this post is not a dummy.

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Amazon: come ha cambiato la CX in 5 modi

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

Amazon Customer Service Experience

 

 

 

 

 

 

NOTA AICEX: Amazon è un grande esempio di Customer Experience. Vediamo come e perché l’azienda ha contribuito a cambiarla per sempre.   

If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.

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5 passi per migliorare la Customer Retention

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

 AICEX: La Customer Retention è un altro argomento sulla bocca di tutti: come facciamo a migliorarla?

Customer retention is undervalued. I’m not the first person to say this, and I certainly won’t be the last, but sadly many businesses aren’t taking heed.

According to the book ‘Marketing Metrics’:

“the probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%”

which would go some way to explaining why it costs 6 times more to attract a new customer, than it does to retain an existing one (Bains & Co).

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