Tags » Voice Of The Customer

How Inconsistent IVR Personas Damage Your Brand

Imagine coming across an Instagram post for a brand you’ve taken notice of a few times before. You love their aesthetic and they have a product you’ve always wanted to buy. 372 more words

Why a CX strategy doesn't guarantee revenue growth & retention

A while ago, I was engaged in a conversation with a colleague. As always, I was evangelising the customer’s position, challenging current convention. We’d been discussing a marketing campaign that had been targeting a certain demographic, attempting to drive the email recipients to put money into savings accounts to build for their future. 516 more words

Experience

Crowdsourcing “in reverse”: asking crowds to ask questions

It’s important to understand that crowdsourcing is first and foremost a question, a question that you ask a large and, ideally, diversified crowd of people. 523 more words

Innovation

Alcuni prerequisiti per adottare l'AI e migliorare la Customer Experience.

AICEX: Negli anni ’90 era la Qualità, poi l’Ambiente, poi la Responsabilità Sociale, poi il Risk Management, poi il Digitale, adesso l’AI. Ma i fondamentali per avere successo sono sempre i soliti.

1,376 more words
Digital, Design, UX

4 Best Practices for Your Social Media Customer Service Strategy

The days of wondering whether or not your contact center needs to have a presence on social media are over: the answer is a resounding “yes.” Now, the main questions revolve around how you should be listening and responding. 352 more words

Livework: Come misurare la Customer Experience con l'NPS

AICEX: Ci vengono in mente almeno 6 Framework per misurare la Customer Experience e sono tutti “proprietari”, con il limite di avere una diffusione limitata. Anche l’NPS è una metodologia “proprietaria” ma ha ampia diffusione e molte aziende lo utilizzano già.

755 more words
CRM, Customer Service

WSL: Costruire una Cultura Customer First

AICEX: Quando ti dicono che è in corso un progetto per avere una azienda Customer Centric e tu chiedi “ma i vostri dipendenti sono felici?” talvolta ti guardano come se avessi chiesto una cosa fuori tema.

1,269 more words
CRM, Customer Service