McKinsey: Per la customer experience i concetti sono meglio delle idee

AICEX: riproponiamo questo articolo di McKinsey che ci sembra ben riassunto in questa frase “la maggior parte delle aziende ha tante buone idee. Ma ha il problema di come renderle disponibili sul mercato.” Viene esposto un framework abbastanza interessante, che aiuta le aziende consolidate a trarre i benefici di approcci tipici delle start-up.

The concept sprint is a fast five-day process for cross-functional teams to brainstorm, define, and model new approaches to business issues. Here’s how it works.

Continue reading “McKinsey: Per la customer experience i concetti sono meglio delle idee”

Come avere feedback dai clienti senza chiedergli nulla

Customer feedback response rates have been declining for years but technology can help companies figure out what customers need, says WSJ Leadership Expert James Allen.

AICEX: Oramai le survey sono sempre più utilizzate, e i tassi di risposta diminuiscono. Ma le aziende già possiedono molte informazioni sui propri clienti, si tratta di saperle individuare, gestire e utilizzare. E i dati in possesso delle aziende sono un elemento che manca alle start-up che mirano a diventare dei competitor.

Source: How to Get Customer Feedback Without Asking the Customer – The Experts – WSJ

Perchè anche le Startup dovrebbero pensare da subito alla CX


AICEX SUMMARY: It seems counterintuitive to build a customer base function before you have customers …

Customers often want to call support representatives bad names, not praise them by name. Not so with WiFi system startup eero, thanks to its CEO and Co-founder Nick Weaver and Head of Customer Experience (CX) Dana Lindsay. While most founders tack on customer support as an afterthought, Weaver purposely created and integrated it from the start. That meant establishing a dedicated team to gather feedback for itsbeta and bringing aboard eero’s first CX hire at a stage when most startups are solely focused on engineering. Weaver understood that to get where it needed to go, eero needed service so superior that it rivaled its product.

 What It Takes to GrowYour Startup 500% in Months

Delighting customers in the traditionally confusing and irritating realm of WiFi networking is more easily said than done. Luckily, every organization in Weaver’s background reinforced that service is the product. Before starting and leading eero, Weaver co-founded incubator StartX, worked asanalyst at McKinsey and alongside startups at Menlo Ventures. Before joining eero, Lindsay trained and scaled remote teams for digital publishing platform, Inkling. She also onboarded clients and new hires to the platform — skills which accelerated her ability to define and deploy eero’s Customer Experience operations. Continue reading “Perchè anche le Startup dovrebbero pensare da subito alla CX”