Scopri XPASS, la nuova offerta CX di BVA
Identificare i driver e i momenti più significativi della Customer Experience
Identificare i driver e i momenti più significativi della Customer Experience
⏱️ Time to read: 2 min
📝October’s Agenda:
1. The Bank of Creativity; recognising potential where others don’t
2. YSL Beauty launches its virtual shop in Australia
3. Êxponent Energy launches battery for electric vehicles that charges in 15 minutes
The Bank of Creativity seeks to become a lifeline for creatives; launched by Hershel Supply, their mission is to give creatives a foot in the door that is otherwise locked. Due to the uncertainty of ROI, it can be tough for even the most established artists and creators to receive funding from traditional banks. But often all an aspiring musician or artist needs is someone to believe in their journey for their potential to become realised.
By enlisting already successful creatives to provide one-on-one mentoring to 18 nascent creators, the bank provides each one with the guidance and tools to flourish. Whether it’s camera equipment for photographers or instruments for musicians, The Bank of Creativity gets the ball rolling.
Watch the link below to see for yourself the impact BoC has on people’s lives, as they receive the investment they need to get their careers off the ground 👇.
Try before you buy has never been more intuitive. Where originally in-store had an edge over online shopping, YSL has levelled the playing field; introducing the E-shop that lets you try on the products digitally.
YSL online now offers interactive features that allows users to design their own lipstick shades, generate their virtual avatars, play mini-games, and belong to a loyalty club. With all these features supported on iOS and Android, mobile and desktop, you can now get acquainted with a new look while you also get acquainted with your city, train or sofa.
According to BeyondXR, users of beauty brand websites stay on product pages for only twenty to thirty seconds, compared to an average of four to five minutes for a virtual shop. Through this added exposure, the consumer is enticed with an enriched online experience that serves as a hook for increasing conversions.
The Indian electric equipment manufacturer, Êxponent Energy, has developed a battery and charging station that can be fully charged in 15 minutes. By equipping lithium ion-cells that can withstand 3000 cycles or recharges, the result is an affordable long-term solution corporations can get energised about.
Thanks to its hyper-fast charging system, users can enjoy true mobility and no longer need to suffer the long wait of vehicle downtimes. Fast charging is done exclusively via the brand’s own charging stations, installed directly into company car parks for full ease and efficiency. This system offers its customers the logistical agility current offers lack; existing models only allow for 4-to-6-hour charges. The need to purchase additional batteries, a surplus cost and a lack of logistical flexibility for companies, will become a thing of the past.
Check out the video below to watch the proof in action 👇.
La strategia CX è il braccio armato della strategia commerciale dell’azienda. Quale rapporto vuoi creare e mantenere con i tuoi clienti? Quale livello di impegno da parte loro? Vuoi fidelizzare i clienti e lavorare per ridurne il tasso di abbandono oppure vuoi acquisirne di nuovi? Come definire le principali linee della strategia di CX per raggiungere questo obiettivo? Quali leve, e in particolare quali leve emozionali, dovrebbero essere attivate per incoraggiare l’attaccamento o addirittura la preferenza per la vostra azienda, o la sua raccomandazione, e con quali clienti o segmenti prioritari? Su quali fasi del percorso di relazione con il cliente dovresti o vorresti concentrarti per offrire esperienze memorabili? Perché non è per forza necessario cercare di creare esperienze in ogni punto di contatto o canale di comunicazione…
Il nostro modello proprietario EPIC & FREE Emotional Activation Model ti aiuta a vedere chiaramente ciò che rende unica la tua azienda, cosa vi rende i migliori della categoria. Questo modello si basa su 8 leve emozionali: le 4 spezie E,P,I,C per elevare le esperienze e altri 4 ingredienti per generare fiducia e serenità, la forma contrattuale di base nelle relazioni con i clienti.
Con la creazione di un nuovo indicatore, il Net Memory Score, andiamo oltre la semplice soddisfazione del cliente, misurando anche l’importanza dei ricordi e l’impronta emotiva lasciata dalla tua marca sui tuoi clienti.
Ispirato al lavoro degli scienziati comportamentali (Daniel Kahneman, i fratelli Heath, Dan Ariely) XPASS ti permette di segmentare i profili dei clienti in base alle loro preferenze relazionali e di identificare le leve emozionali che generano i ricordi. Lo abbiamo misurato: i clienti che provano emozioni positive con le marche hanno un engagement significativamente più alto degli altri!
Grazie alla segmentazione relazionale, XPASS ti permette di rispondere alle esigenze e alle aspettative dei tuoi clienti. E a tutti i livelli della loro esperienza con la tua marca, perché XPASS identifica per te le esperienze e i momenti chiave che contano per loro. Così saprai dove concentrare i tuoi sforzi e dove investire prima di tutto
XPASS può essere integrato con il vostro barometro della soddisfazione esistente o utilizzato come strumento autonomo per completare i vostri sistemi di gestione del feedback. Disponibile in tutti i Paesi in cui il gruppo opera, questo nuovo approccio è il risultato di due anni di ricerca e sviluppo, di una sperimentazione interna che ha coinvolto gli esperti di CX di BVA e di progetti pilota condotti con clienti di vari settori.
L’importanza della customer experience e le implicazioni positive per un’Azienda sono ormai conosciute e riconosciute. Nonostante questo, solo poche riescono a fornire esperienze realmente significative e memorabili, in grado di consolidare la relazione con il cliente. Come insegnano le scienze comportamentali, affinché un cliente conservi un ricordo piacevole di un’esperienza, occorre ricreare un “comfort emotivo”, basato sulla generazione di momenti di forte intensità (positiva), specialmente verso la conclusione dell’esperienza stessa. E’ la teoria del peak-end In BVA Doxa abbiamo sviluppato un modello per aiutare i nostri clienti a creare ricordi positivi, indimenticabili per i propri customer: ciò è possibile tramite la comprensione dei picchi, della loro intensità e dei margini di intervento. E’ il modello EPIC: Elevation, Pride, Insight e Connection.
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