AICEX è il riferimento per la CX in Italia. Contribuisce al successo dei progetti CX, svolge attività di formazione, identifica le tecnologie migliori, diffonde la cultura della Customer Experience.
NOTA AICEX: prendendo ad esempio i mondiali di calcio, l’articolo di oggi ci parla di fedeltà, di aspettative del cliente e di service delivery.
With the FIFA World Cup Final almost upon us and with England’s early exit, it seemed an appropriate time to reflect on what it’s like being a football fan during major competitions.
Continua a leggere “La Customer Experience e i mondiali di calcio”
NOTA AICEX: l’indicatore NPS è ampiamente utilizzato da tante aziende per misurare la soddisfazione dei loro clienti. Ci ricordiamo ancora i vecchi metodi?
Customer service was simpler in the era before big box chains and online shopping. Back then, to delight his clients, a business owner simply needed to offer fair prices, convenient hours and honest advice. To really make an impression, he might deliver a customer’s purchases to his home or ask the shopper about her children. He probably knew most of the families he served.
Best of all, business owners had an excellent, instant measure of success: A customer’s smiling face.
Many transactions today involve very little human contact. Consumers can buy just about anything they want on their phones (after browsing online reviews and price comparison sites first, of course) while waiting in line for their morning coffee. And if a customer doesn’t like her latte, she may just dash off a complaint to the store’s Twitter feed instead of telling the barista. Or when shopping, if she’s not sure how a dress fits, rather than seeking honest advice from a sales clerk, she might post a photo on Instagram to get input from her friends.
Continua a leggere “Come misurare al meglio la felicità dei clienti”
Nota AICEX: sappiamo davvero come misurare in maniera efficace la Customer Satisfaction? Analizziamo quattro aspetti che a volte vengono trascurati.
When we have a great food experience at a new restaurant, we usually want to go back. Positive evaluations result in greater customer satisfaction, which leads to customer loyalty and product repurchase.
Mission accomplished.
But how do we effectively measure customer satisfaction?
Many strategies exist, but overlooking the fundaments of how to measure customer satisfaction can be detrimental to your business. Here are 4 key customer satisfaction measurements that are critical to your business success
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Nota AICEX: che fine ha fatto la tradizionale Customer Loyalty? Esiste ancora oppure è stata soppiantata dalla Customer Experience?
An older version of customer loyalty is dead, according to Emily Collins, Analyst, Forrester Research.
During her session, “Leverage Loyalty Beyond the Program,” at Forrester’s Forum for Customer Experience Professionals East last month in New York City, Collins espoused that theory.
“Loyalty owned and ruled by points and discounts is dead,” Collins said. “Long live elevated loyalty strategies that focus on creating great relationships with customers through things like recognition, relevancy, emotion, and engagement.”
Continua a leggere “La tradizionale Customer Loyalty è morta?”
Associazione Italiana Customer Experience - AICEX 
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