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14 #Customer #Experience Trends for 2014 (The Year of Empathy)

14 #Customer #Experience Trends for 2014 (The Year of Empathy) | healthcare mobile apps | Scoop.it
It's time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends will continue on into 2014, so they remain...

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Point No: 9 is interesting and what we are currently working on...myHealthValet app is currently under prototyping...

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Eric_Determined / Eric Silverstein's curator insight, December 31, 2013 4:42 PM

@TemkinGroup is focused on the Customer Experience, therefore it's fitting to close the year with their insights.


Share your thoughts on the 14 trends listed.


Best wishes to all of you for a safe, healthy and prosperous New Year!!!

Zento Mike Warren's curator insight, December 31, 2013 8:01 PM

Great thoughts for day 1 of 2014!

Ali Anani's curator insight, January 2, 5:12 AM

Trends continuity of customers' needs and wants

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | healthcare mobile apps | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, September 19, 2:00 AM

Are you delivering the right experience to your customers across each moment of truth?


The ultimate moment of truth is when your customer share their positive experience with their friends and peers.



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Can You Guarantee Your #Customer #Experience?

Can You Guarantee Your #Customer #Experience? | healthcare mobile apps | Scoop.it

Should companies offer brand guarantees for their products and services - instead of brand promises? Or is the better question, why don't they?


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Eric_Determined / Eric Silverstein's curator insight, August 2, 6:33 PM

The difference between #brand promise and brand guarantee



"If you commit to a flawless customer experience, with consequences for falling short, will you be more apt to deliver said experience?


Will customers be more inclined to interact with you?"


My answer Annette is Yes and Yes. How about you?


P.S. What do you think of this Pet Store ad from the U.K.?

Sunday Jones's curator insight, August 4, 3:57 AM

Ah, yes, the guarantee. Whether it's for a resume company that promises you'll get a job in 45 days or your money back, or that you'll CRUSH your competition by being an aggressive nuisance pestering potential interviewers, the idea of a guarantee is...shall I say annoying?

 

The problem is, we know better. We know that we can't lose 10 pounds in 3 days unless there's a serious illness involved. We know that buying tons of real estate for free is as unlikely as finding a big bag of money on the street.

 

I'm not sure what the solution is, but I do know that the charms of the snake oil salesmen should be challenged.

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Twitter Acquires Password Security Startup Mitro, Open Sources Its Product | TechCrunch

Twitter Acquires Password Security Startup Mitro, Open Sources Its Product | TechCrunch | healthcare mobile apps | Scoop.it
Twitter is acquiring a small password security startup called Mitro for its New York office. Mitro built a way that multiple people can share or control..

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#Mobile and #Voice of the #Customer: All About Actionability

#Mobile and #Voice of the #Customer: All About Actionability | healthcare mobile apps | Scoop.it
As business managers or owners, we’re constantly faced with opportunities to widen the range of programs that we run — so how does the go/no go decision get made?Som

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Eric_Determined / Eric Silverstein's curator insight, July 18, 7:01 PM

"The saying goes ‘timing is everything’ and it doesn’t apply more anywhere than in #VoC programs. The #journey your #customers go through, both before and after they become customers, can be broken down into distinct steps. Each represents a potential breaking point where the potential of the relationship can be diminished or enhanced."


Certainly #Mobile provides greater opportunities to engage at a variety of touch points during your customer journey.

 

Share a recent Mobile experience where the brand took the right step to address your needs or provide the right incentive that led to a purchase?

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CHART OF THE DAY: Android Leads iOS In Several Key Regions — Except Japan

CHART OF THE DAY: Android Leads iOS In Several Key Regions — Except Japan | healthcare mobile apps | Scoop.it
Android maintains a healthy lead over iOS in several key regions of the world.

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10 Stories of Unforgettable #Customer #Service

10 Stories of Unforgettable #Customer #Service | healthcare mobile apps | Scoop.it
Inspirational stories of great people and companies going above and beyond.

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Eric_Determined / Eric Silverstein's curator insight, July 3, 3:15 PM

"Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers."


As Entrepreneur Magazine highlights, nothing will beat an actual example to prove how far a company will go to create a memorable experience. 


Which story did you like best?


Share a story of your own?

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Age of #Customer - from revolutionary to evolutionary

Age of #Customer - from revolutionary to evolutionary | healthcare mobile apps | Scoop.it
When Facebook and Twitter came along, many people thought they would be revolutionary — but how many thought they would evolutionary?

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Eric_Determined / Eric Silverstein's curator insight, July 2, 7:07 PM

"As we enter a new age of the customer -- empowered by social media reach and mobile connectivity -- the impact on business has gone beyond revolutionary — to evolutionary."


Do you agree with the below statement?


"You can fall behind and catch up later in a revolution but not in an evolution"

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Turning Big Data into Better Data

Turning Big Data into Better Data | healthcare mobile apps | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, June 29, 7:11 PM

Every company is focused on #Data, but they want to replace the word “big” with terms like “better,” “accurate,” and “real-time.”


Share your thoughts and experience?

Jean-Marie Grange's comment, June 30, 8:56 AM
I think that the real value behing Big Data is not to have more data, better data, or more accurate data, the real interest comes from how you can use the data you already have on your customers to create value for them. Then you can think about gathering more info to create more value.
Eric_Determined / Eric Silverstein's comment, July 1, 3:46 AM
Thanks Jean-Marie for your valuable input. As you highlighted, it is that Data that enables your company to deliver the right value and experience in return.
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Google's Business Strategy: Have No Business Strategy | Co. Design

Google's Business Strategy: Have No Business Strategy | Co. Design | healthcare mobile apps | Scoop.it

Innovation happens at Google since they Serial innovators like Google give employees time to explore ideas -- even though some of those ideas turn into massive failures, writes Tim Harford in Adapt: Why Success Always Starts with Failure.


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Innovation happens at Google since they subscribe to the view that 80% of the products they create will fail...

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CHART: The West Is Over — Asia Will Dominate The Smartphone Industry In The Next 5 Years

CHART: The West Is Over — Asia Will Dominate The Smartphone Industry In The Next 5 Years | healthcare mobile apps | Scoop.it
Virtually all future growth will come from emerging markets.

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End of 'Golden Age' for Multinationals in China?

End of 'Golden Age' for Multinationals in China? | healthcare mobile apps | Scoop.it

An important survey shows that profits for European companies in China are slipping. Are the good times over? That’s the question being asked by multinationals in China, according to a new survey of 552 companies released yesterday by the European Union Chamber of Commerce in China, together with Roland Berger Strategy Consultants.

“A new sober reality is developing, exemplified by a sense of pessimism that is becoming entrenched,” says the May 29 press release for the European Business in China Business Confidence Survey 2014. “Many European companies [are] wondering whether the “golden age” of MNCs in China is over.”


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Start of a great era for India?

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The convergence of #Mobile and #Data - ask @Disney!

The convergence of #Mobile and #Data - ask @Disney! | healthcare mobile apps | Scoop.it
The latest Disney World gadget is a sign of what's to come in customer interaction.

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Eric_Determined / Eric Silverstein's curator insight, April 13, 11:32 PM

#Wearables or not, the key is to enhance your #CustExp, and certainly removing any friction and offering ease of use looks like the right investment.


Would you agree?

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The convergence of #Mobile and #Data - ask @Disney!

The convergence of #Mobile and #Data - ask @Disney! | healthcare mobile apps | Scoop.it
The latest Disney World gadget is a sign of what's to come in customer interaction.

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Eric_Determined / Eric Silverstein's curator insight, April 13, 11:32 PM

#Wearables or not, the key is to enhance your #CustExp, and certainly removing any friction and offering ease of use looks like the right investment.


Would you agree?

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Can #Customer #Experience increase revenues and lower costs?

Can #Customer #Experience increase revenues and lower costs? | healthcare mobile apps | Scoop.it
It drives revenue – and we know how much.

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Eric_Determined / Eric Silverstein's curator insight, August 3, 6:59 PM

Peter Kriss shares valuable #data on #ROI of #CustExp.

 

Do you see additional areas where savings can be achieved?

Roberto Nocera's curator insight, August 7, 12:26 PM

Improve the #CustomerExperience to have a better TCO

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#TDThanksYou - Brand Loyalty!

Does ATM TD turns ATMs into Automated Thanking Machines to create some very special moments for customers across Canada. A thank you can change someone's day. #TDThan...


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Ranjit Kovilinkal's insight:

Does ATM stand for Automated Teller Machine or Automated Thanks Machine!!!:-)

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Eric_Determined / Eric Silverstein's curator insight, July 31, 11:41 PM

As my previous post talks about #Loyalty, here is a viral @YouTube hit

 

If you are in Canada, where will you bank next?

 

Would you say #Advocate for life?

 

 

Jean-Marie Grange's curator insight, August 1, 4:26 AM

Very good viral campaign!

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Crowdfunding is the Highest Form of Loyalty: Shared Destiny | Web Strategy by Jeremiah Owyang | Digital Business

Crowdfunding is the Highest Form of Loyalty: Shared Destiny | Web Strategy by Jeremiah Owyang | Digital Business | healthcare mobile apps | Scoop.it

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David Collet's curator insight, August 1, 7:48 PM

I like this as a notion mostly because I really cab't stand the arrogance of banks. And it is also a great idea.

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CHART OF THE DAY: Google And Facebook Rule Mobile Advertising — And No One Else Is Even Close

CHART OF THE DAY: Google And Facebook Rule Mobile Advertising — And No One Else Is Even Close | healthcare mobile apps | Scoop.it
Google will make more than $15 billion in ad revenue from mobile alone in 2014.

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#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | healthcare mobile apps | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]

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Ranjit Kovilinkal's insight:

"Its about relationships...not marketing" - Starbucks

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Eric_Determined / Eric Silverstein's curator insight, July 8, 1:35 PM

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
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The 4 Things #Digital #Marketers are Missing

The 4 Things #Digital #Marketers are Missing | healthcare mobile apps | Scoop.it
Today, there's little distinction between marketing online and offline, which (ideally) leads to a fully integrated marketing strategy. To avoid the chaos these cross-functional strategies can create, check out these 4 key concepts that marketers often miss.

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Eric_Determined / Eric Silverstein's curator insight, July 3, 11:14 PM

Key quotes from Marketo: 


"Website traffic gives you thrills, but revenue pays the bills!"


“What decision would I make differently if I knew this number?” If you can‘t come up with a clear answer, it’s not a good metric to measure"


"Marketing is all about results – and we’re not talking about search positions here. We’re talking about conversions, sales and leads."


As we see from this and other articles, you need to understand your customer journey and engage at every touchpoint.

Jeff's curator insight, July 4, 4:54 AM

It's all a busy world on social media  keeping up with latest trends but people sometime don't notice that Mobile commence  has taken over laptops and desktops we are promoting our app platform on this topic  but you are reading this on your mobile device  so imagine having your business downloaded on to a customers devices  for instant access to your products and services  with latest offers been sent direct to their handset in their pocket with a pushnotifications  visit our website  AffiliatesApps.com  to watch videos on push notes and how simple  this feature is

We  are that confident that you will  see the importance  of mobile communication  with digital sales  we let you design & edit and control your marketing tool and further more our platform is FREE  

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#Loyalty vs #Reputation: Which Sells Your Product Better?

#Loyalty vs #Reputation: Which Sells Your Product Better? | healthcare mobile apps | Scoop.it
Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing select…

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Eric_Determined / Eric Silverstein's curator insight, July 1, 3:42 AM

The importance of Experiential content and the influence it has on your product or service.


Share a recent experience?

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Welcome to the new global #branding idea economy!

Welcome to the new global #branding idea economy! | healthcare mobile apps | Scoop.it
  Welcome to the new global ideas economy where huge companies are vying for our love and respect with big ideas over products. There is an art and

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Ranjit Kovilinkal's insight:

"Hello Tomorrow" - Scott Goodson

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Eric_Determined / Eric Silverstein's curator insight, June 22, 2:14 AM

Scott Goodson shares key insight to global #branding ideas:


"They need to be relevant to people’s lives and less about how great your product or service may be.


It’s more common for great companies to want to broadcast to the world how imaginative they are, how superb their product. I think great brands do the complete opposite. These brands are more confident. They say things that reflect how their fans and advocates are thinking. How their social media community is thinking rather than simply finding a way of putting the product or company on a pedestal. That’s old world thinking!


This is more important today because of the global opportunity for brands. You need to crystalize a state of mind and an attitude that carries meaning while, at the same time, enables you to inspire and connect millions of people inside and outside your company to a big brand idea.


And then connect that big idea to your brand benefit or company purpose."


Share some of your favorite brands that successfully apply the above approach.

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Worldwide Smartphone Usage to Grow 25% in 2014

Worldwide Smartphone Usage to Grow 25% in 2014 | healthcare mobile apps | Scoop.it
Consumers worldwide are rushing into the embrace of the smartphone market, and just under one-quarter of the total population will use such a device this year as the audience grows by 25.1%, according to new eMarketer estimates. In addition, smartphone penetration in nine countries worldwide will surpass 50% in 2014.

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Ranjit Kovilinkal's insight:

Consumers in Asia-Pacific will account for more than half of all smart phone users this year totaling close to a Billion as per eMarketer

ConConsumers in Asia-Pacific will account for more than half of all smartphone users this year, eMarketer - See more at: http://www.emarketer.com/Article/Worldwide-Smartphone-Usage-Grow-25-2014/1010920/1#sthash.9kimXu5B.dpufConsumers in Asia-Pacific will account for more than half of all smartphone users this year, eMarketer - See more at: http://www.emarketer.com/Article/Worldwide-Smartphone-Usage-Grow-25-2014/1010920/1#sthash.9kimXu5B.dpuf
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Why This is an Extraordinary Time to Lead #Marketing

Why This is an Extraordinary Time to Lead #Marketing | healthcare mobile apps | Scoop.it

This five-part informational series is designed for all those marketers around the world who are aspiring to lead a marketing function. The objective of this series is to share insights, experiences,…


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Ranjit Kovilinkal's insight:

Dive into the marketing function!

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Eric_Determined / Eric Silverstein's curator insight, April 13, 12:59 PM

Andy highlights well the key changes taking place:


"Thanks to the evolution and adoption of online communications, businesses are fundamentally changing the ways in which they operate. The number of mechanisms for connecting, collaborating, sharing, and executing business has become richer and more powerful. Immediate access to information, conversation, and opinion has created new opportunity for organizations to create value. If organizations can embrace digitally oriented business models, they stand to gain far more than they lose. Online communications, especially in the form of social networks, are creating a means of interaction within and between businesses that can vastly improve productivity, performance, and organizational effectiveness. The biggest risk is not modernizing your business, particularly your increasingly strategic marketing function, as more agile and sharper organizations are leapfrogging competitors in the land grab for digitally savvy customers."


Embrace change, focus on your #CustExp, understand their journey and offer solutions at every touch point. 


Do you agree with the #CMO image and profile?

Ranjit Kovilinkal's curator insight, April 14, 12:44 AM

These are interesting times!!!

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Competition and business strategy in historial perspective - HBS working paper

This paper is a history of ideas about business strategy and how they came to be influenced by competitive thinking. Both academics and practitioners’ contributions are noted. The bulk of the paper focuses on efforts in the 1970s and the 1980s to deepen the analysis of industry attractiveness and competitive position and, since then, to add a historical or time-dimension to what used to be predominantly static modes of analysis


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Important to learn from history...

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To Win the Battle for Differentiation, #CMO Must Focus on Personal Value

To Win the Battle for Differentiation, #CMO Must Focus on Personal Value | healthcare mobile apps | Scoop.it
Customer Relationships - Research shows that emotional and personal values matter more to buyers than rational values. So, when marketers discuss the value of their products and services, they should also address the ...

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Eric_Determined / Eric Silverstein's curator insight, April 25, 12:26 AM

"Research shows that emotional content is the most shared of all content types. More specifically, content that makes people look good and feel good (makes them happy) gets shared the most. In fact, campaigns with purely emotional content performed almost twice as well(31% vs. 16%) as those with only rational content.


Marketing's job is to speak to that personal concern in a meaningful way. After all, people—not organizations—buy products and services."