New Customer - Pa...
Follow
Find
54.9K views | +69 today
New Customer - Passenger Experience
Everyone are now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Latest venture www.snapcious.com - mobile, visual and social engagement.
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How to Promote Your Business with Brand Ambassadors using Visual Content Marketing

How to Promote Your Business with Brand Ambassadors using Visual Content Marketing | New Customer - Passenger Experience | Scoop.it
Passionate brand advocates can provide marketing on steroids. On a social web they boost sharing, enable crowd sourced marketing and they do it for free. They are your online tribe of brand ambassadors….
Eric_Determined / Eric Silverstein's insight:

The power of "word-of-mouth"


According to a recent Nielsen survey, 84 percent of those surveyed ‘always’ or ‘sometimes’ take action based on personal recommendations. Further still, 70 percent said they took action because they followed someone’s recommendation online.


Paul shares great examples and insight. Who or what  influenced your last significant purchase?

more...
Kay Bradford's curator insight, July 28, 10:54 AM

Visual content can help you better fuel word-of-mouth marketing. "According to a recent Nielsen survey, 84 percent of those surveyed ‘always’ or ‘sometimes’ take action based on personal recommendations. Further still, 70 percent said they took action because they followed someone’s recommendation online."

Érica Ariano's curator insight, August 8, 6:14 AM

The power of "word-of-mouth"

 

According to a recent Nielsen survey, 84 percent of those surveyed ‘always’ or ‘sometimes’ take action based on personal recommendations. Further still, 70 percent said they took action because they followed someone’s recommendation online.

 

Paul shares great examples and insight. Who or what  influenced your last significant purchase?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

3 CX points customers share in social media

3 CX points customers share in social media | New Customer - Passenger Experience | Scoop.it
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There a...
Eric_Determined / Eric Silverstein's insight:

1. Experience

2. Relationship

3. Feeling/Emotion


"When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the #customer #experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.  Remember, the customer experience that gains the most confidence with your customers is to get the basics right.  First, you earn the right to your customer’s confidence with reliability and then move on from there. You must clear the hurdle of random experiences and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)."


Insight @JeanneBliss

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

CXM vs CSM vs CRM....

CXM vs CSM vs CRM.... | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The importance of Customer Success Management to nurture customer relationships, reward loyalty and earn advocacy.


How do you see it playing out?


Bob shares great insight.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The ABCs of Digital Marketing

The ABCs of Digital Marketing | New Customer - Passenger Experience | Scoop.it
A is for attribution, that essential but elusive goal. B is for buyer’s journey, the imagined path customers stroll. C is for content, the coin of the marketer’s realm. D is for digital, the assumption of every project we helm. E is for event, those small moments that trigger an action. F is for feedback,… Read More
Eric_Determined / Eric Silverstein's insight:

Great list from Jake Sorofman. What would you suggest for X & Z?


A is for attribution, that essential but elusive goal.

B is for buyer’s journey, the imagined path customers stroll.

C is for content, the coin of the marketer’s realm.

D is for digital, the assumption of every project we helm.

E is for event, those small moments that trigger an action.

F is for feedback, that equally important audience reaction.

G is for gamification, the tactics we may use to engage, delight or amuse.

H is for hub, the tools to take action on the data that ensues.

I is for insight, the patterns that reveal intent, over time, over space.

J is for JavaScript, the bits of code we’re known to inconspicuously place.

K is for keywords, the set of relevant terms we seek to own.

L is for loyalty, the bounty from the seeds we’ve diligently sown.

M is for multichannel, the fusion of interactions on the path customers wend.

N is for native, the stealthy advertising marketers seek to blend.

O is for opt-in, which grants us the permission to engage.

P is for programmatic, the real time bidding that represents our newest stage.

Q is for quantified self, where we instrument people to the hilt.

R is for ROI, the calculation that justifies everything we’ve built.

S is for social, where conversations are drawn out of thin air.

T is for tweet, the 140 characters of compressed wisdom that we do share.

U is for usability, a virtue for each and every interaction.

V is for viral, from whose cost does reach come but for a fraction.

W is for word of mouth, where advocates make your brand a contender.

X is where your guess is as good as mine, for there are none that I can remember.

Y is for the generation also known as millennials, so youthful and connected.

Z is yet another blank on this list, which you probably already quite expected.


Anurup Gaurav had a great suggestion:

X is for the xperience (CX), you so lovingly design for your customer.
Z is for the Zettabyte era of digital data, toward which we’re so rapidly headed.


What do you think?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Get Your Easily Distracted Customers to Focus on You

Get Your Easily Distracted Customers to Focus on You | New Customer - Passenger Experience | Scoop.it
Customer Relationships - The attention span of your customers is getting shorter and shorter. So, what does that mean for you as a marketer?
Eric_Determined / Eric Silverstein's insight:

The latest stats show you have 8 seconds to grab your customers attention.


This diminishing attention span makes marketers' job incredibly hard. Whether someone sees this post, clicks it, shares it, or even reads it all depends on my capturing your attention.


3 recommendations:
- Keep it simple
- Show me, don't tell me
- Consider the channel
What other recommendation would you have?
more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

3 factors reinventing customer experience design

3 factors reinventing customer experience design | New Customer - Passenger Experience | Scoop.it
Why jobs, journeys and decisions are more important than personas, interactions and emotions.
Eric_Determined / Eric Silverstein's insight:

"Best practice in experience design today is to identify the key decisions that customers make to do their jobs and provide the right decision support to help customers make their decisions better."


Share your views on customer experience designs.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

4 Things to Avoid When Building Relationships with Customers

4 Things to Avoid When Building Relationships with Customers | New Customer - Passenger Experience | Scoop.it
The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.-Thomas J. WatsonBuilding relationships with customers once they have put their faith and trust in you is a complicated process. In the end, customers have many choices when choosing to purchase products and services.Remember, they chose you for a reason.Your product or service offerings may be great
Eric_Determined / Eric Silverstein's insight:

“The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.- Thomas J. Watson”

 

4 Mistakes to avoid: 

 

1) Failure to set expectations

2) Over-promising and rarely delivering

3) Ignoring inevitable conversations

4) Putting your needs above theirs

 

Here are great related quotes:

 

“Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.-- Abraham Lincoln”

 

“We show our value and our heart when we face the difficult times with our customers. It is in the low times that our relationships are strengthened for the long haul.”

 

“People don't care how much you know until they know how much you care.  Theodore Roosevelt”


Which one is your favorite? Share others.

more...
Eric Webb | Marketing Executives Network Group's curator insight, August 14, 7:42 AM
Greta article for any business and really any interaction whether with customers, investors or employees.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

It's About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

It's About the Customer Experience; So, Why Is Your Brand Ignoring Customers? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:


"Humans are emotional creatures and they want experiences that engage them as humans."


5 Takeaways to Make Customer Experience a Competitive Advantage

1. Find your “Undercover Boss” moment

Walking in your customers shoes & empathy are key to creating rewarding customer experiences

2. Innovation isn’t about technology, it’s about disruption

To create experiences that matter to your customers, first think about what the experience should be and then use technology to bring it to life.

3. The new “Kodak moment” is a cautionary tale

All companies need to embrace change, both in customer behaviors and expectations and in how you think about your business.

4. Swipe right to connect with millennials

You need to create an experience that is intuitive, valuable and fun for your audience. This generation will provide a constant stream of feedback via social media – you just have to be willing to listen.

5. Love = value creation = shareholder value

 Foster your customer’s love by delivering excellent customer experiences throughout their journey and across channels. Brand lovers are crucial to a successful company and a healthy bottom line.


How are you empowering your customers to become your brand voice, especially via mobile?

more...
Brandanew's curator insight, August 12, 3:56 AM

Far too many firms are doing just this!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation | New Customer - Passenger Experience | Scoop.it
It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage innovative thinking altogether.Here are 5 ways your company may be destroying innovative ideas before they have a chance to be considered.1. Focusing too much on the productOn
Eric_Determined / Eric Silverstein's insight:

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."


Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.


 

 

more...
ERBRAINS MICROSOFT DYNAMICS's curator insight, August 7, 12:55 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

Darcy Bevelacqua's curator insight, August 7, 5:33 PM

You can't offer the right experience every time-you must keep innovating. Most cultures make this difficult. REad the article to find out how your company may be working against innovation. 


 

 

Michael Allenberg's curator insight, August 10, 10:10 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Consumer Relevance is The Key to Customer Experience

Consumer Relevance is The Key to Customer Experience | New Customer - Passenger Experience | Scoop.it
Consumer Relevance is The Key to Customer Experience.
Eric_Determined / Eric Silverstein's insight:

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



more...
Fred Zimny's curator insight, August 6, 6:23 AM

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Power Of Reimagination

The Power Of Reimagination | New Customer - Passenger Experience | Scoop.it
It’s amazing how many things we don’t question, how many critical assumptions powerfully shape the world around us that are based on muscle memory and reasons that we forget no longer exist.Hotels have large, grand reception desks, that nowadays may house a laptop or funky tablets. There’s always a desk — because that’s how hotel reception has always been, for reasons we long forgot.Retail stores sell what they have in-store and nothing else. They keep virtually all inventory out on display, wit
Eric_Determined / Eric Silverstein's insight:

"Let’s reimagine our trade and make bold new things happen!"


Who is with me?


Focus on removing frictions and keeping it simple and efficient.

more...
Le Dong Phuong's curator insight, August 4, 9:59 PM

"Let’s reimagine our trade and make bold new things happen!"

 

Who is with me?

 

Focus on removing frictions and keeping it simple and efficient.

ERBRAINS MICROSOFT DYNAMICS's curator insight, August 7, 1:08 AM

"Let’s reimagine our trade and make bold new things happen!"

 

Who is with me?

 

Focus on removing frictions and keeping it simple and efficient.

Érica Ariano's curator insight, August 8, 6:14 AM

"Let’s reimagine our trade and make bold new things happen!"

 

Who is with me?

 

Focus on removing frictions and keeping it simple and efficient.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How To Address The Dazed & Confused Marketing Landscape

How To Address The Dazed & Confused Marketing Landscape | New Customer - Passenger Experience | Scoop.it
It's time to go back to basics in order to regain market share, Marc Brownstein writes. Here are three strategies for marketers.
Eric_Determined / Eric Silverstein's insight:

Don't be confused, let's go back to basics.


3 Lessons shared:


1. Listen to your customers - Understand your customer journey.


2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.


3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.



more...
Jim Thompson's curator insight, August 1, 10:25 AM

Another powerful voice echoing that it's time for a new marketing approach:

 

1. Identify the behaviors and experiences that creates value in the customer relationship (aka lifetime value).

 

2. Create journeys that introduces more customers to the behaviors and experiences that create value.

 

3. Make the experience relevant and engaging to encourage more customers to go through it.

 

 

J.L.Nawan's curator insight, August 1, 7:13 PM

Don't be confused, let's go back to basics.

 

3 Lessons shared:

 

1. Listen to your customers - Understand your customer journey.

 

2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.

 

3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.

 

 

Raoul Roy's curator insight, August 3, 2:54 AM

Don't be confused, let's go back to basics.

 

3 Lessons shared:

 

1. Listen to your customers - Understand your customer journey.

 

2. Evolve and adapt - Identify new opportunities and correct the areas that need improvement.

 

3. Personalization - Offer relevant brand engagement, then deliver rewarding experiences across your key targets.

 

 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Have Marketers Forgotten What It’s Like To Be Human?

Have Marketers Forgotten What It’s Like To Be Human? | New Customer - Passenger Experience | Scoop.it
Marketers need to move beyond the data and metrics and remember to make meaningful connections with other humans, says columnist Jim Williams.
Eric_Determined / Eric Silverstein's insight:

While watching a small set of targeted metrics is essential for helping you reach business goals, how important is the human and emotional element to creating a lasting #customer #relationship #LCV ?


When customers are happy, they refer their peers, act as references and open up their wallets wider over the long term.


Empower your customers to become your brand voice - "Let your #Advocates do the telling "


How are you enabling your customers to share their stories via your #mobile platform?


@Snapcious we facilitate that ongoing visual conversation anywhere and anytime, directly on the brand's existing mobile app.

more...
Érica Ariano's curator insight, July 31, 6:40 AM

While watching a small set of targeted metrics is essential for helping you reach business goals, how important is the human and emotional element to creating a lasting #customer #relationship #LCV ?

 

When customers are happy, they refer their peers, act as references and open up their wallets wider over the long term.

 

Empower your customers to become your brand voice - "Let your #Advocates do the telling "

 

How are you enabling your customers to share their stories via your #mobile platform?

 

@Snapcious we facilitate that ongoing visual conversation anywhere and anytime, directly on the brand's existing mobile app.

Érica Ariano's curator insight, July 31, 6:41 AM

While watching a small set of targeted metrics is essential for helping you reach business goals, how important is the human and emotional element to creating a lasting #customer #relationship #LCV ?

 

When customers are happy, they refer their peers, act as references and open up their wallets wider over the long term.

 

Empower your customers to become your brand voice - "Let your #Advocates do the telling "

 

How are you enabling your customers to share their stories via your #mobile platform?

 

@Snapcious we facilitate that ongoing visual conversation anywhere and anytime, directly on the brand's existing mobile app.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

3 Trends Transforming #CX

3 Trends Transforming #CX | New Customer - Passenger Experience | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—their business. At Opticon 2015, Mary Hamilton,…
Eric_Determined / Eric Silverstein's insight:

Mary Hamilton @AccentureLabs shares 3 key insight:


1) Increasingly, as consumers, we want to engage with businesses in a relationship that’s more than transactional. We want to provide feedback, be inspired, and participate in the lifecycle of a product or service in a meaningful way.

 

2) In the future, what we pay will be tied to consumption and utilization, instead of the perceived value we see at the moment of purchase.


3) We’re moving from “labor-driven, technology-enabled” work to “digital-driven, human-enabled” work.

How are you looking to address these 3 trends for your business/industry?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Passionate employees deliver superior CX

Passionate employees deliver superior CX | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

What gives a company its unique identity, its own personality, its ‘secret sauce’ ? 

 

"Engaged employees are loyal and #loyalty, if correctly channeled, leads to increased productivity which, in turn, leads to a better #customer #experience and ultimately improved company performance."


Roddy shares his top 10 employee engagement areas:


1. Company culture

2. Listen to your employees

3. Tackle the issues

4. Communicate

5. Invest in your employees

6. Train and empower your employees to become loyal brand ambassadors

7. Collaboration

8. Work/Life balance

9. Share knowledge

10. And most importantly, say Thank You!


My success overseeing the U.S. operation of a global service company was directly linked to all team members.


What I see as one critical challenge at most companies I've since then consulted for: The lack of clear, ongoing  and open communication.


What are you seeing in your organization? or clients you have worked with?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

From multichannel to omnichannel

From multichannel to omnichannel | New Customer - Passenger Experience | Scoop.it
Companies are still struggling to integrate the data and processes associated with a multichannel approach. Omnichannel customer experience is about making that a reality.
Eric_Determined / Eric Silverstein's insight:

"Interaction across channels is encouraged and required to drive the optimal #customer #journeys and #experiences. These are not achieved by good intentions; they are achieved by design. To achieve the optimal #omnichannel customer experience, employ customer journey maps and approaches that place the customer in the center of your customer experience design (e.g., design thinking, #VOC programs) or in other words: Have the customer's experience built into each step in the process. Metrics now include the following:

  • Customer repeat purchases
  • Customer retention
  • Customer satisfaction"


As we move toward a mobile first experience, make sure to give your customers a voice on your mobile platform, deliver ongoing engagement along with a rewarding customer experience.

more...
Darcy Bevelacqua's curator insight, August 25, 1:17 PM

Enhancing the #customer experience requires you employ #customer journey maps  and place the customer at the center of what you design. Enablement requires data integration, customer identity management and understanding #customer needs and objectives at each step in the process. Be sure to continuously collect customer feedback through #VOC and #VOE (voice of employee) data collection to help identify the #pain points. 

Delivering the right #customer experience through the right channel  (mobile, web, call center etc) will assure you are increasing #customer satisfaction, #customer retention and # increased spending. 


Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

You Have To Earn Your Customer’s Attention!

You Have To Earn Your Customer’s Attention! | New Customer - Passenger Experience | Scoop.it
What is a picture worth? We have all heard the expression, but is it really that simple? The world has gone mobile. With thousands of smartphones and connected devices, people expect to find what they are looking for in a matter of seconds – and they usually do.
Eric_Determined / Eric Silverstein's insight:

What causes our shorter attention span, is it technology?


One thing for sure, our brain processes visuals much faster, plus the right image can create an immediate emotional connection. This is just the beginning, you then need to make sure you have an engagement strategy that offers a rewarding customer experience, while facilitating social conversations. 


Build and nurture your customer relationships. Make it easy for them to become your brand voice. We do it via Mobile.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

11 consumer trends that will change the way you do business in the next 5 years

11 consumer trends that will change the way you do business in the next 5 years | New Customer - Passenger Experience | Scoop.it
Which consumer trends will change the way we do business over the next five years?
Eric_Determined / Eric Silverstein's insight:

Which consumer trend will impact your business the most?


1. Retail will become more service oriented


2. Texting will become more popular for companies


3. Visual communication will be the best way to communicate


4. Authentic craftsmanship will return


5. Mobile payments will change everything


6. Consumers will gravitate more toward the sharing economy


7. The consumerization of B2B services will proliferate


8. Website responsiveness will increase


9. Everyday services will become digitized


10. There will be a renewed focus on privacy


11. Virtual reality will become a platform


Any additional trends you foresee?

more...
Mosaic Marketing's curator insight, August 19, 6:30 AM

This is a must read. Particularly struck by company's migration to Texting away from email.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Shift in Buyer Behavior?

Shift in Buyer Behavior? | New Customer - Passenger Experience | Scoop.it
scientific studies that appear to show that experiences, not objects, bring the most happiness. The Internet is bursting with the “Buy Experiences, Not Things” type of stories that could give retailing executives nightmares.
Eric_Determined / Eric Silverstein's insight:

"Experiences, not objects bring the most happiness"


Share examples from your favorite brands, how are they differentiating their shopping experiences?


Great insight from @HirokoTabuchi @nytimes


#Gamification drives engagement

more...
Colin Taylor TRG's curator insight, August 15, 4:43 PM

A good read  for everyone engaged in improving the customer experience - #custexp #custserv #callcenter

Glenn Cooper's curator insight, August 17, 1:31 AM

SHIFT? THERE IS NO SHIFT! Emotional experience has always been the root motivator. They needed scientists to tell them that?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Outside-In vs Inside-Out ...which is better?

Outside-In vs Inside-Out ...which is better? | New Customer - Passenger Experience | Scoop.it
In the world of customer experience, what's the difference between outside-in and inside-out? And which one best describes how your company thinks and operates?
Eric_Determined / Eric Silverstein's insight:

The results are clear:

- Reduced complaints
- Increased satisfaction
- Increased referrals
- Increased repeat purchases
- Improved ease of doing business
- Fewer lost customers

"The customer and his voice need to be incorporated into all decisions, design, and development. Weave the customer throughout your organization's DNA and watch what happens."



more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Customer Journey In The Social Media Era

The Customer Journey In The Social Media Era | New Customer - Passenger Experience | Scoop.it
It seems like every day, I’m seeing an advertisement for the position of Chief Customer Officer.  Although not nearly as ubiquitous as many other occupations, it’s indicative of the importance many companies now place on the customer and ensuring that ...
Eric_Determined / Eric Silverstein's insight:

"No longer can a business prosper if it doesn’t address the issues and concerns of a customer at each stage of the buying cycle. " 

 

Jeff shares 4 key areas to Customer Journey Mapping:

 

  1. The 4 P’s
  2. Customer Definition
  3. Nurturing of current customers
  4. Customer acquisition

 

Companies like Apple or Ritz Carlton do an excellent job in ensuring that anyone who deals with them has an excellent experience, during each and every stage of the buying process.  Ritz Carlton leverages social media in their #RCMemories to convey their positive customer journey.


How are you empowering customers to share their brand love? What about on your mobile platform?



more...
oCodewire Experts's curator insight, August 11, 2:27 AM

"No longer can a business prosper if it doesn’t address the issues and concerns of a customer at each stage of the buying cycle. " 

 

Jeff shares 4 key areas to Customer Journey Mapping:

 

  1. The 4 P’s
  2. Customer Definition
  3. Nurturing of current customers
  4. Customer acquisition

 

Companies like Apple or Ritz Carlton do an excellent job in ensuring that anyone who deals with them has an excellent experience, during each and every stage of the buying process.  Ritz Carlton leverages social media in their #RCMemories to convey their positive customer journey.


How are you empowering customers to share their brand love? What about on your mobile platform?



Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Customer Is King: 5 Inspirational Quotes

The Customer Is King: 5 Inspirational Quotes | New Customer - Passenger Experience | Scoop.it
Research shows that a social customer will tell an average of 42 people about a good customer experience, whereas that same customer will tell an average of 53 people about a bad experience! In order to build business loyalty and to turn scathing complaints into glowing recommendations, take some advice here from the mouths of seasoned business leaders.
Eric_Determined / Eric Silverstein's insight:

Share your favorite inspirational quote?


1. “There are so many new ways to serve customers. Technology, data, and information are opening new doors for us to lead through. Our purpose of saving people money will always be relevant, but we’ll do it in new ways” – Doug McMillon (CEO, Walmart)


2. “Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)


3. “Your most unhappy customers are your greatest source of learning” – Bill Gates (Founder, Microsoft)


4. “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000” – Jeff Bezos (Founder and CEO, Amazon)


5. “Forget about your competitors, just focus on your customers” – Jack Ma (Founder, Alibaba Group)



more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Measuring Mobile Effectiveness Still Challenges Marketers

Measuring Mobile Effectiveness Still Challenges Marketers | New Customer - Passenger Experience | Scoop.it
Mobile advertising is a big business, and spending continues to pour in. But—as is common with so many digital advertising channels that offer the promise of measurability and ever-increasing efficacy—performance measurement is still a challenge. Of course, that doesn't mean marketers aren't measuring on mobile—or trying to calculate return on investment.
Eric_Determined / Eric Silverstein's insight:

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

more...
Fred Zimny's curator insight, August 5, 10:47 AM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

wolfgang gauss's curator insight, August 6, 7:21 AM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

Michael Weathers's curator insight, August 7, 10:59 PM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

In Customer Experience, Consistency is the New Delight

In Customer Experience, Consistency is the New Delight | New Customer - Passenger Experience | Scoop.it
A Member of the Gartner Blog Network. Gartner delivers technology research to global technology business leaders to make informed decisions on key initiatives.
Eric_Determined / Eric Silverstein's insight:

"Consistency will delight your customers the most"


As Jake highlights, you first need to make sure you deliver on your brand promise in a consistent basis, across all channels and touchpoints, then focus on those special micro-moments to delight your customers.

Consistency reinforces the #trust you have built with your #loyal #customer, nurture and empower your #advocates since they will amplify your #brand voice.


@jakesorofman @Gartner_inc RT @bwdumars

more...
ERBRAINS MICROSOFT DYNAMICS's curator insight, August 3, 1:02 AM

"Consistency will delight your customers the most"

 

As Jake highlights, you first need to make sure you deliver on your brand promise in a consistent basis, across all channels and touchpoints, then focus on those special micro-moments to delight your customers.

Consistency reinforces the #trust you have built with your #loyal #customer, nurture and empower your #advocates since they will amplify your #brand voice.

 

@jakesorofman @Gartner_inc RT @bwdumars

Vision Critical's curator insight, August 4, 12:07 PM

"Consistency will delight your customers the most"

 

As Jake highlights, you first need to make sure you deliver on your brand promise in a consistent basis, across all channels and touchpoints, then focus on those special micro-moments to delight your customers.

Consistency reinforces the #trust you have built with your #loyal #customer, nurture and empower your #advocates since they will amplify your #brand voice.

 

@jakesorofman @Gartner_inc RT @bwdumars

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Visual Marketing

Visual Marketing | New Customer - Passenger Experience | Scoop.it
Travel - A Visual Marketing Outlook
Eric_Determined / Eric Silverstein's insight:

A powerful #infographic that shows the importance and value of user generated content ( #UGC )


Brands are seeing the results, how are you engaging your customers? How about on your mobile platform?


As Wyndham Worldwide Senior Manager of Digital Content Ms. Monique Misrahi attest: “User generated content allows us to see our brands as our customers experience them”

more...
J.L.Nawan's curator insight, July 31, 9:17 AM

A powerful #infographic that shows the importance and value of user generated content ( #UGC )

 

Brands are seeing the results, how are you engaging your customers? How about on your mobile platform?

 

As Wyndham Worldwide Senior Manager of Digital Content Ms. Monique Misrahi attest: “User generated content allows us to see our brands as our customers experience them”

DWBI Expert's curator insight, August 5, 6:09 PM

A powerful #infographic that shows the importance and value of user generated content ( #UGC )

 

Brands are seeing the results, how are you engaging your customers? How about on your mobile platform?

 

As Wyndham Worldwide Senior Manager of Digital Content Ms. Monique Misrahi attest: “User generated content allows us to see our brands as our customers experience them”

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Marketing in the Age of Micro-Moments

Marketing in the Age of Micro-Moments | New Customer - Passenger Experience | Scoop.it
Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.
Eric_Determined / Eric Silverstein's insight:

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.


Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.


Share your views on Erich Joachimsthaler article

more...
Commercial Business's curator insight, July 31, 7:32 PM

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

 

Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.

 

Share your views on Erich Joachimsthaler article

soundsaves's curator insight, August 2, 7:33 AM

Do you agree there has been a fundamental behavior shift of how people find, consider and interact with brands?

 

Google argues that mobile has fractured or fragmented forever consumer behavior into dozens or hundreds of short, fleeting, intent-driven moments. Digitally enabled by smart phones, consumers search for information, learn about brands, buy products anytime or anywhere, wherever they have a “micro-moment” of time, often while doing something else.

 

Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. They shop in spare moments, they search while on the go, they buy on a break by picking up primarily the mobile phone.

 

Share your views on Erich Joachimsthaler article

Marketing Leap's curator insight, August 9, 7:21 PM

'Micro-moments' was a huge topic at the Google masterclass in Brisbane last week. Consumers behave ever more spontaneously, with short attention spans, and short bursts of actions. They make decisions instinctively and focus on solving a specific need at particular time and place. How do see this impacting on your marketing efforts?