Tag: usability

Forbes: Essere ‘Tolleranti’ agli errori dei Clienti. I casi Apple e Mercedes di Customer Experience Designer Strategy

su da Gian Carlo Mocciin Customer Experience, Digital, Design, UXLascia un commento

AICEX: Il difficile è rendere le cose semplici e quando un Cliente commette degli errori è spesso a causa dell’Azienda. Se fosse tutto “a prova di bambino” forse non sbaglierebbero.

Micah Solomon ,CONTRIBUTOR – I write on customer service, customer experience and corporate culture
Opinions expressed by Forbes Contributors are their own.

I’m sure you’re a tolerant person, but what about your business? As a customer experience designer, the strategy of “error-tolerant design” (for example, the Apple “lightning” connectors that literally don’t have a “wrong way” to plug in) and the related concept of “behavior-shaping constraints” (e.g., a car transmission that needs to be in ‘‘Park’’ before the key can be removed, or that needs to be in park or neutral for the ignition to kick in), are powerful concepts I want to share with you today.

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Deloitte: The truth about wearables: What they are (and aren’t)

su da Gian Carlo Mocciin AI, VR, AR, Digital, Design, UX, Social, Media, MobileLascia un commento

AICEX: Per capire gli impatti dei Wearables sulla CX, e sulle persone, prima capiamo meglio cosa sono i Wearables.

There’s something different about wearables—they aren’t just the next step in mobile technology. Find out the elements that make them unique, and what that might mean for a company’s digital strategy.

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6 modi (ironici) per tenere lontani i vostri Clienti

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, OtherLascia un commento
 AICEX: Il nostro preferito è il numero 1 🙂  —-

Moving has a lot of perks: excitement about a new city, jitters about a new job, and creativity (read: spending gobs of money) on decorating a new apartment.

How to turn off your customers in six sarcastic steps

But moving also means canceling your cable and Internet, ending – and starting new – utilities, frantically searching for apartments, and, once you’ve found that apartment, lugging boxes from dusk to dawn.

Cable?

Utilities?

Realtors?

That sounds like a bad dream. (And I’m living proof that it is.)

From a marketer’s standpoint, though, it’s more than a bad dream: The poor customer service associated with moving, whether intentional or not, is a nightmare.

So today, I present a six-step checklist to help you turn off customers and market like it’s 1999. (Side note: sarcasm and I hang out on the reg.)

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Il buon senso aiuta nella Customer Experience ?

su da Gian Carlo Mocciin Customer Journey, Customer Neuroscience, Digital, Design, UXLascia un commento
Apparently it’s been around for a while; the dictionary says so…
AICEX: Il Buon senso è fortemente legato alla Usability e alla Semplicità, elementi essenziali per una vincente Customer Journey. Dovremmo tutti provare  a riscoprirlo – 
I find myself using the phrase “common sense” more and more every day… to describe the basic tenets of customer experience and employee experience… but also to describe humanity in general. Unfortunately, as I do this, I actually question it more than I praise its use.
What happened to common sense? Did stupidity really take over? Did we forget about manners? Did we really all forget what we were taught as kids? Were we not taught these things as kids? Can common sense be taught? Or are we born with it? (I don’t think we were, but according to the definition in the dictionary – see image above – it’s a “normal native intelligence.”) Are there exercises to teach or to strengthen common sense?

Why do we have to post signs like this one? Why do we have to remind brands to do the right thing? Why do we need to tell companies to treat their employees right? Why do we have to explain that customer experience is important to the bottom line? Why do we have to remind companies not to tweet during tragedies and to not use those tragedies opportunistically? Why do we have to remind customer service reps that their job is to help people?

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