customer experience


Do we ask the customer for leading feedback or a specific consultancy?

feedback
The more structured dealers, with or without the support of the companies they work for, have set up monitoring systems for their activities through the release of feedback from customers since years. It is not often an “autonomous” job, but it derives by the fact that car manufacturers recognize a reward when this feedback is above a certain percentage. Not all customers are contacted...

Customer Experience has become the key point of sales during the Covid

Customer Experience
The SARS-Cov 2 pandemic and the related lockdown that was generated in a first phase and, today in a second one, have brought to light several problems left open over the years and above all they have accelerated various processes that would have had longer development and application times. In particular the adoption of the home working, which maybe isn’t yet so smart, has widely spread due...

From B2B and B2C to 1to1: How the commercial policies change

business
The “dogma” that we learned at the university, during the masters, and then in the working life, that is from a business point of view the private client and the client company were different, is no longer true. The competitive element among the supplying companies, the amount of information that the customer receives (whether it is a company or a consumer) has overthrown many of the assumptions...

Customer satisfaction vs Customer Defection

Customer-Satisfaction
Some time ago we wrote about that topic (and related costs). The following is a true story, I will tell you about this one step by step to comply with the limits imposed by the website. The events! 1991 One night, my car, registered 1989 with 45.000 Km (I bought it new and always done the MOT at the official place) after the start at a traffic light, suddenly stopped as pushed by an invisible giant...

Why should we say thanks for every complaint we received?

complaint
Starting an article with such a title, which means in itself a “strange“, “particular” question which could cause laughter to most, has, actually, a specific basis which we will try to explain. Why would we thank for a complaint? Each of us was a customer, or is one now or will be one and you’ve had a chance to have “first-hand experience” the unexpected eventuality,...

Why Alfa Romeo Stelvio will be my next car

Alfa Romeo Stelvio
Saturday, February 11, I spent a beautiful day in the famous test track in Balocco. It was presented in world premiere, before the Official Press Conference in thenext February 22 in Saint Moritz, what will be the next Alfa Romeo SUV, expected for several years, since the exercise of “style” Kamal. The newness are first of all, in the communication mode, this preview “social”...