{"id":64041,"date":"2024-02-16T11:59:00","date_gmt":"2024-02-16T09:59:00","guid":{"rendered":"https:\/\/www.marcolin.com\/stories\/%e6%9c%aa%e5%88%86%e9%a1%9e\/"},"modified":"2024-02-16T12:00:15","modified_gmt":"2024-02-16T10:00:15","slug":"a-new-vision-2","status":"publish","type":"post","link":"https:\/\/www.marcolin.com\/zh-hant\/stories\/tell-me-a-story\/a-new-vision-2\/","title":{"rendered":"A new vision"},"content":{"rendered":"<div class=\"row padding--new-big wrapperContent\">\n    <div class=\"articleContent j-articleContent\">\n                <h2 class=\"articleContent__title\">\n            <span class=\"articleContent__titleUnderline j-titleUnderlineAnimation\">\n            Customer focus            <\/span>\n        <\/h2>\n        <div class=\"articleContent__richtext\">\n            <p>As customer expectations grow, so does customer focus. And customer and employee trust, loyalty and satisfaction become the new keywords. It\u2019s the philosophy firmly embraced by Marcolin that, since 2021, has invested in a new Customer Experience Transformation program. This is the name of an ambitious process that introduces solutions that help learn more about customer needs: from the first time they get to know about Marcolin products to their path to purchase up to the support provided during the business relationship. A project that, after two years of hard work, reached its first milestone in 2023.<\/p>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"row padding--new-big wrapperContent\">\n    <div class=\"articleOnlyImage\">\n        <div class=\"articleOnlyImage__image\">\n            <img decoding=\"async\" class=\"articleOnlyImage__img\" alt=\"\" src=\"https:\/\/www.marcolin.com\/wp-content\/uploads\/2024\/02\/Marcolin-No-Quote-1-2.png\"\/>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"row padding--new-big wrapperContent\">\n    <div class=\"articleContent j-articleContent\">\n                <h2 class=\"articleContent__title\">\n            <span class=\"articleContent__titleUnderline j-titleUnderlineAnimation\">\n            First results            <\/span>\n        <\/h2>\n        <div class=\"articleContent__richtext\">\n            <p>\u00abWe started off with digital transformation, by introducing a CRM system aimed at tracing and improving all the customer interactions\u00bb\u00a0explained Lorenza Biasin, who is Customer Experience Manager at Marcolin. \u00abAs regards customer touchpoints, for instance, we created a new e-commerce platform: it\u2019s more than just a shopping site, it\u2019s a gateway on services available 24\/7 to meet the real needs of our customers. From the opportunity to chat with our Customer Service in case of an emergency to that of receiving information about their purchases in real time, such as the delivery route or time or processing status. We also provided our Customer Service with a technology that enables them to reply to customers faster and more comprehensively\u00bb.<\/p>\n<p>&nbsp;<\/p>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"row padding--new-big wrapperContent\">\n        <div class=\"articleQuote\">\n                <q class=\"articleQuote__quote\">&#8220;we created a new e-commerce platform: it\u2019s more than just a shopping site&#8221;<\/q>\n                        <div class=\"articleQuote__imgWrapper\">\n            <img decoding=\"async\" class=\"articleQuote__img\" alt=\"\" src=\"https:\/\/www.marcolin.com\/wp-content\/uploads\/2024\/02\/Marcolin-Quote-3.png\" \/>\n        <\/div>\n            <\/div>\n<\/div>\n\n<div class=\"row padding--new-big wrapperContent\">\n    <div class=\"articleContent j-articleContent\">\n                <h2 class=\"articleContent__title\">\n            <span class=\"articleContent__titleUnderline j-titleUnderlineAnimation\">\n            Directions            <\/span>\n        <\/h2>\n        <div class=\"articleContent__richtext\">\n            <p>A key project that, however, is even more ambitious and challenging for Marcolin. \u00abSince all the markets on which Marcolin operates were involved from day one, a variety of different needs were identified\u00bb continued Lorenza Biasin. \u00abThere are, for example, customers who prefer communicating with the company by email, others by way of agents and others by phone. In 2024 we will start measuring user response and we will further update the system to improve our partners\u2019 experience\u00bb. Taking country-specific elements into account and listening to customers, therefore, continue to be a priority, today and tomorrow.<\/p>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"row padding--new-big wrapperContent\">\n    <div class=\"articleOnlyImage\">\n        <div class=\"articleOnlyImage__image\">\n            <img decoding=\"async\" class=\"articleOnlyImage__img\" alt=\"\" src=\"https:\/\/www.marcolin.com\/wp-content\/uploads\/2024\/02\/Marcolin-No-Quote-4.png\"\/>\n        <\/div>\n    <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":7611,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false},"categories":[133],"tags":[],"class_list":["post-64041","post","type-post","status-publish","hentry","category-tell-me-a-story"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A new vision | Stories<\/title>\n<meta name=\"description\" content=\"What\u2019s the strategy you just can\u2019t do without today? 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