Tag: loyalty

Forbes: L’unico Trend di Customer Experience di cui preoccuparsi davvero

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

 AICEX SUMMARY: I clienti si aspettano tanto da te perché stanno già ricevendo tanto da altri.

Consciously or unconsciously, customers continue to expect better and better customer service–in every industry, every niche, at every price point. These expectations don’t come out of the blue. Customers expect you to provide better customer service because they’re already getting better customer service elsewhere. Whether customer service has been improving in your particular competitive niche or not, it has improved over time at so many companies with such broad consumer reach, including Starbucks, Amazon, Apple, USAA Insurance, Trader Joe’s and Publix, not to mention the great hotels and restaurants that serve so many of your customers every day.

After one of these companies comes into contact with a customer of yours—when USAA expertly assists in filing an insurance claim, or Amazon enables an effortless product return, or a genius at the Apple Store debugs an iPhone issue with aplomb, it’s inevitable that your customer is going to expect friendlier, speedier, more intuitive service from your company as well.

Produce clerk Lucy Shuford inspects shelves at a Publix [+]

How can you meet this challenge? Here’s a list to help you get started:

Continua a leggere “Forbes: L’unico Trend di Customer Experience di cui preoccuparsi davvero” →

Personale, Emozionale, Tecnologica. Questa è l’esperienza che ci aspettiamo.

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, IoT, Data, Analytics
AICEX: In un mondo digitale che è diventato la regola le emozioni sono sempre una chiave molto forte, soprattutto nel mondo fisico, che sta diventando una eccezione.

When you ask people about their life-changing, ‘a-ha’ moments, you’ve probably noticed that they’re almost always emotion-based. The joy of finding out they will become a parent, the reflection after an argument when criticism sinks in, the surprise at having assumptions challenged – I could go on, but you see what I mean: in each case it’s emotion that makes a difference both in the moment and in your memory.

I don’t think that it’s any different when we interact with brands. You just have to look on Twitter to see the streams of frustration from unhappy customers, and on the flip side, tweets from brands that make customers feel their concerns were listened to.

Continua a leggere “Personale, Emozionale, Tecnologica. Questa è l’esperienza che ci aspettiamo.” →

Fundraising e Marketing: Quali sono le differenze?

su da Gian Carlo Mocciin Marketing, Loyalty

AICEX SUMMARY: If someone approaches you and makes the case for why you should give them twenty dollars, they’re fundraising. If they strike up a conversation and get you excited about their life goals and what they’re all about, they’re marketing.

How many hats are you wearing? As nonprofit fundraisers, the answer is often, “Too many!” or “Hold on, I can’t hear you from under this pile of hats.” Development professionals are often tasked with raising both funds and awareness for our organizations, which are two distinctly different activities that often get muddled together.

Clarifying the difference between fundraising and marketing will help you manage your tasks, balance your short and long-term priorities, and set the best goals for your projects.

“Clarifying the difference between fundraising and marketing will help you manage your tasks…”

Continua a leggere “Fundraising e Marketing: Quali sono le differenze?” →

Lo Storytelling porta la Customer Experience al next level

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Customer Neuroscience, Digital, Design, UX, Marketing, Loyalty

SpaceX lift off

Photo: SPACEX

AICEX SUMMARY: L’esperienza e non il prezzo saranno il vero campo di battaglia del futuro.

We now have the ability to use dynamic content, data and intelligent automation to improve customer experiences

Experiences, not price, will be the battleground of the future.

Customers value experiences, and those experiences often come in the form of stories. Selfies, social feeds, chats and influence stats grab consumers’ attention, who in turn share their personal encounters.

Continua a leggere “Lo Storytelling porta la Customer Experience al next level” →