Tag: service design

Ecco perché bisogna sbrigarsi ad avere conversazioni con i clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, Marketing, Loyalty
AICEX: I Clienti non desiderano che le aziende definiscano le loro Journey, desiderano invece che progettino Esperienze in modo che possano crearsi da soli le proprie Journey preferite.
As marketers, we’re increasingly finding ourselves facing an intriguing conundrum when it comes to creating personalized experiences for our customers. In our efforts to drive hyper-personalization, and appeal to every possible consumer need, we’re now at risk of confusing and, even worse, potentially alienating the very customers we’re trying to woo.

Jeriad Zoghby
Illustration: Alex Fine

With more data driving an explosive array of options, many consumers are overwhelmed by too many choices, causing them to be less satisfied, make poor decisions and abandon a website or brand. And this trend is on the rise—according to new research from the 2018 Accenture Interactive Personalization Pulse Report, 45 percent of customers have abandoned a site because it was too overwhelming, up from 40 percent last year.

Continua a leggere “Ecco perché bisogna sbrigarsi ad avere conversazioni con i clienti” →

Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery

su da Gian Carlo Mocciin CRM, Customer Service, Customer Journey, Digital, Design, UX, IoT, Data, Analytics

AICEX: anche per le aziende full digital il delivery dei prodotti è un elemento fisico che gioca un ruolo fondamentale nell’esperienza dei clienti. Ecco alcune iniziative interessanti per consegnare un prodotto.

When examining the typical customer journey, it’s not difficult to see why delivery is ripe for improvement. In many cases, it isn’t something online retail giants like Amazon are able to control — at least not right now. Bad weather or an influx in volume around the holidays can delay packages from arriving on time. And what about the complications associated with delivering to shared residences and apartment complexes, like gated access, theft and closed leasing offices? Continua a leggere “Come Amazon sta migliorano la Customer Experience grazie ai servizi di delivery” →

Cosa gli Hotel (non?) ci insegnano sulla Customer Experience.

su da Gian Carlo Mocciin Customer Experience, Customer Journey, Customer Neuroscience, Digital, Design, UX
[Photo: BaronVisi/iStock]

AICEX: Un simpatico invito ad essere semplici, efficaci, efficienti, memorabili, … umani!  

The experience, gushes the hotel website, will be delightful, with staff who will be your new best friends; luxuries beyond the dreams of Caligula. Just look at this shot of a couple lounging in bathrobes that are so fluffy they’ll have to sit on their suitcases when they steal them.

Experience Design: Il racconto di un Designer LEGO

su da Gian Carlo Mocciin Customer Journey, Digital, Design, UX

AICEX SUMMARY: Every product, whether it may seem like it or not, is a service of some kind, and needs to be considered holistically within the user’s journey

At 5am on a cold, misty morning, my plane tumbled to a stop in a strange land where I didn’t speak a word of the language. I was about to embark on one of the best (and most bizarre) adventures I’d had so far — working as a designer at LEGO HQ in Denmark.

I was fresh-faced, just a few weeks after finishing university, and about to be thrown into the deep end of my first real design job.

Over the course of my time there, I would work on a secret project, a real life ‘LEGO House’ — a 12,000 square metre new spiritual home for the cult brand, standing 23 metres tall. The ‘House’ was to be filled with slightly surreal digital and physical experiences showing the values and future vision for LEGO.

 
The LEGO House in progress, construction expected to be completed in the latter half of 2017. Continua a leggere “Experience Design: Il racconto di un Designer LEGO” →