Post on 21-Apr-2017
01WORLD IA DAY 2015 Henry Ford non ha mai suonato il piano in un bordello
HENRY FORD NON HA MAI SUONATO IL PIANO
IN UN BORDELLO
WORLD IA DAY 2015
THANK YOU.
01WORLD IA DAY 2015 PRESENTATION TITLE HERE
PREQUEL
Henry Ford
If I had asked people what they wanted, they would have said faster horses
Why innovators are not interested in me?
2003 in Added Value: The Alchemy of Brand-led Growth by Mark Sherrinton
ma davvero?
2002 in Beyond Disruption: Changing the Rules in the Marketplace by Jean-Marie Dru
Patrick Vlaskovits, Harvard Business Review, https://hbr.org/2011/08/henry-ford-never-said-the-fast/
2009 in Ubiquitous Computing Fundamentals by John Krumm
1970 in The First Henry Ford: A Study in Personality and Business by Anne Jardim
Henry Ford, My Life and Work (1922)
Any customer can have a car painted any colour that he wants so long as it is black.
1908 1915 1920
Alfred Sloan
A Car for Every Purse and Purpose.
THANK YOU.
01WORLD IA DAY 2015 PRESENTATION TITLE HERE
THE CUSTOMER CAREHERO
“
”Stetto
Sono davvero rattristato da questa vostra politica di addebitare di default la spesa del giubbotto. Avendo letto di questa assurdità mia moglie ed io ci ricordiamo sempre di portare il giubbotto, che tra l’altro ho sempre con me in quanto ciclista. Se il povero operatore non se lo ricorda e anche io non me lo ricordo, mi addebitate questi 3,05 €. Caro collega del CRM, il messaggio per il gentile Cesarini è: trova un altro modo di fare margine, ok? Sei arrivato da poco, puoi fare un bel gesto. Un caro saluto
Gentile Cliente, Inoltriamo la sua richiesta al Servizio Clienti (in copia), il settore che si occupa di tali problematiche. Specifichiamo qui di seguito anche le loro coordinate per eventuali contatti oppure richieste.
N. di telefono per chi chiama dall'Italia: 199 xxxxxx N. di telefono per chi chiama dall'estero: 0039 06 xxxxxx (selezionare 1 dopo il messaggio) E-mail: customerserviceitaly@xxxxxx.com Cordiali Saluti
Hi there,
I just wanted to drop you a note to say a personal thank you for your support, positive and constructive comments through our customer survey.
All of your feedback is being taken seriously, and we actively encourage loyal customers to help us grow and evolve as a brand. Tell us what we are doing right and what we are doing wrong.
My Customer Experience team are multilingual, work 24/7 and are always here for you.
In the mean time, please enjoy a 20% promotional code for use online only. Simply sign in with this email address to access your account as this discount is exclusive to you and enter XXXXXXXXX at the check out for a 20% discount. Please note this cannot be used in conjunction with any other promotion or sale.
I hope this reaches you well, and that you have a lovely evening.
Thank you for being such a loyal customer and friend,
Yours In Styling,
SJ
SJ GRABIEC GLOBAL CUSTOMER EXPERIENCE MANAGER
Hi there,
I just wanted to drop you a note to say a personal thank you for your support, positive and constructive comments through our customer survey.
All of your feedback is being taken seriously, and we actively encourage loyal customers to help us grow and evolve as a brand. Tell us what we are doing right and what we are doing wrong.
My Customer Experience team are multilingual, work 24/7 and are always here for you.
In the mean time, please enjoy a 20% promotional code for use online only. Simply sign in with this email address to access your account as this discount is exclusive to you and enter XXXXXXXXX at the check out for a 20% discount. Please note this cannot be used in conjunction with any other promotion or sale.
I hope this reaches you well, and that you have a lovely evening.
Thank you for being such a loyal customer and friend,
Yours In Styling,
SJ
SJ GRABIEC GLOBAL CUSTOMER EXPERIENCE MANAGER
markets are conversations
The Cluterian Manifesto, 2001
la raccolta
1
la raccolta
1
l’ascolto
Touchpoints management
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social media management
Tweet & relate
Update professional network & projects
Press office activity & media relations
Produce awareness video
Manage customer relation
Face to face relations & solutions
Send targeted messages
Write post & manage interactions
Design & development 24/7 self-service
Content & knowledge base management
Socialize contents & manage interactions
Write & produce editions
Primari: gestione iscritti, entrate, uscite, attività ispettivaDi supporto: sistemi e infrastruttura, procurement, HR, finance, legale, internal auditing, relazioni istituzionali
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Progettare e realizzare strumenti front office & back officeSviluppare un piano di marketing e comunicazione
Sviluppo applicativo, user research, design, process analysis, knowledge base management, copywriting, newsmakingGestione eventi, ufficio stampa & media relations, customer relation management
press
FONDAZIONE ENASARCO - TOUCHPOINTS MANAGEMENT
Touchpoints
LINE OF VISIBILITY
LINE OF INTERNAL ACTION
Scoprire novità
Discutere/condividere
Chiedere aiuto/info
Processi
LINE OF USER INTERACTION
Approfondire
Attività
Fruire di servizi core
Inviare feedback
Fare network
Ideale
Strategia
Ambito
Interventi
l’analisi
2
la condivisione
3
THANK YOU.
01WORLD IA DAY 2015 PRESENTATION TITLE HERE
SOMETHING MISSING?
THANK YOU.
01WORLD IA DAY 2015 PRESENTATION TITLE HERE
SO WHAT?
la cura del circolo del feedback significa investire nelle
relazioni
1
relazioni a lungo termine si basano sul
dialogo
2
THANK YOU.
01WORLD IA DAY 2015 PRESENTATION TITLE HERE
E VISSERO TUTTI FELICI E CONTENTI ?
01WORLD IA DAY 2015 Henry Ford non ha mai suonato il piano in un bordello
THANK YOU.QUESTIONS?Please Contact:
Raffaele Boiano UX Researcher
rainwiz@rainwiz.com | twitter @rainwiz