Tag: loyalty

Come misurare la Loyalty?

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

customerloyalty

AICEX: Misurare la customer loyalty non è sempre ovvio. Analizziamo le caratteristiche delle metriche di loyalty.

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability and validity of your loyalty metrics and needs to be considered whenever you are measuring customers’ attitudes/perceptions/opinions.

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La relazione col cliente? Fatela facile…

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

easy maze

NOTA AICEX. Nella relazione con il cliente vale una regola di base: renderla il più semplice possibile – 

Want a better relationship with your customers? Want to spend less time and money dealing with frustrated or irate customers? Want more customers to walk out of the store with your extended warranty or service plan? There’s a sure fire way to make these things happen, plain and simple.

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5 semplici parole per aumentare Loyalty e Vendite

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

NOTA AICEX: Un buon esempio di quelle tante cose che ci sono state insegnate ma che dimentichiamo di applicare.

OFFICE_DEPOT

Recently, I had an important networking event and needed some business cards for the next day. I went to a national office supply store to buy some business card templates with pre-printed graphic designs that I could print at home. When I entered the store, I was just before the lunch hour and there were no shoppers in the store. I was greeted promptly by the floor staff and got the typical “Can I help you today?” question. I answered, “No” and went to the aisle where the printing forms were. I looked over the selection and saw two designs but one was hearts and flowers and the other one from 1989. Disappointed, I walked to the door. The sales staff did not inquire further as I walked out of the door.

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Analizzare i Big Data: un approccio customer-centrico

su da Gian Carlo Mocciin Marketing, Loyalty, OtherLascia un commento

NOTA AICEX: “Big Data” sembra essere la parola del momento. L’autore del blog di oggi ci spiega come si lega il Customer Experience Management ai Big Data e come si possa ottenere un approccio customer centrico.

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better handle on these data will be more likely to outperform their competitors who do not.

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