New Customer - Passenger Experience
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New Customer - Passenger Experience
Everyone is 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 - Representing new ventures in entertainment, mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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What Should Your Business Outcomes Be?

What Should Your Business Outcomes Be? | New Customer - Passenger Experience | Scoop.it

What are your company's desired business outcomes? How did you determine what they would be?

Eric_Determined / Eric Silverstein's insight:

"Examples of business outcomes include: increased retention rates, improved acquisition rates, increased revenue, reduced costs, process improvements or efficiencies, culture change, increased profitability, increased word of mouth, increased conversion, and more upsell and cross-sell opportunities. To Forrester's point, they are or should all be measurable and quantifiable.

 

In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. " The ultimate needle that impacts your entire business!

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5 disciplines of customer experience leaders

5 disciplines of customer experience leaders | New Customer - Passenger Experience | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and more repeatable for new products or new markets.
Eric_Determined / Eric Silverstein's insight:

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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Does Your Brand Have a Customer Experience Strategy?

Does Your Brand Have a Customer Experience Strategy? | New Customer - Passenger Experience | Scoop.it
Digital Futurist Brian Solis reveals how brands can navigate the customer experience economy.
Eric_Determined / Eric Silverstein's insight:

"Experiences are now directly tied to aspiration and intention, and creativity and technology are merely the enablers.

 

Experiential marketing can drive marketing through a top-down approach, setting the standard for everything from messaging to design to execution. It can also force marketers to rethink the nature of marketing to shift from an immersive program that shifts engagement from a campaign model to that of a continuum.

 

Brands tend to think about marketing and service in silos, yet the consumer experience happens holistically. They don’t see departments, they see one brand.

 

Consumers are mobile first, beginning and progressing their journeys on the small screen. Rather than traversing through a linear or funnel journey designed by most businesses, consumers are hacking the customer journey to work for them; how, when, where and why they need to accomplish tasks and goals.

 

How are you capturing micro-moments with your customers, how about initiating them?

 

Experience architecture needs to begin with conceptualizing the experience brands want people to have, designed for the senses, rooted in empathy and completed with aspiration and outcome in mind. What would they share throughout the lifecycle?


To build a foundation for ROI:


1. You have to create a great experience throughout the lifecycle, in every moment of truth and on every screen.

2. Nurture and reward the sharing of those experiences.

3. Optimize the journey to lead to context-based, intentional outcomes.


Rather than asking people if they would refer your product, the real question is: “Did they?” Cultivating this type of behavior is lucrative. People trust their peers and this is why experience architecture is so important for the future of branding and business overall. (SEV vs NPS"

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#Customer #Experience Is Today's Business Benchmark

#Customer #Experience Is Today's Business Benchmark | New Customer - Passenger Experience | Scoop.it
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is [...]
Eric_Determined / Eric Silverstein's insight:

Martin provides 6 key recommendations that will impact your #Customer #Experience.


Share your thoughts on #NPS?

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