New Customer - Passenger Experience
89.7K views | +7 today
Follow
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
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Elements of Value Pyramid

The Elements of Value Pyramid | New Customer - Passenger Experience | Scoop.it
The Elements of Value Eric Almquist John Senior Nicolas Bloch When customers evaluate a product or service, they weigh it
Eric_Determined / Eric Silverstein's insight:

The 30 elements of Value, set in 4 key categories:

 

1. Functional

2. Emotional

3. Life changing

4. Social impact

 

Do you know what your customers value?

more...
Jean-Marie Grange's curator insight, October 11, 2016 11:41 AM
Do you know what Value you are bringing to your customers? Could you do more?...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

CX Analysis: How to retain customers?

CX Analysis: How to retain customers? | New Customer - Passenger Experience | Scoop.it
Customer Experience Analysis: Retention Studying your current customers— "customer experience analysis"—can help you learn wha
Eric_Determined / Eric Silverstein's insight:

Have you done an analysis on what it will take to retain your customers?

 

Great #Infographic @MarketingProfs

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

ROI of Social Media - #SMMW16 Takeaways

ROI of Social Media - #SMMW16 Takeaways | New Customer - Passenger Experience | Scoop.it

Often as marketers when we think about social media we think about things we can put on a spreadsheet; things like reach, likes, shares, engagement and so on. But, the ROI of social media isn’t always necessarily quantitative.

Eric_Determined / Eric Silverstein's insight:

"A lot of times the ROI of social media is qualitative. Meaning, it’s difficult to measure because what you’re measuring in social media is more about the relationships and connections that you make.

 

The reason people choose to share is usually for one of 3 reasons:

 

  1. It’s self identity. Much like picking the kind of car we drive or the coffee we drink, picking the things we share is a way to self identify ourselves.
  2. Acts of generosity and kindness. We share because we are motivated to do something nice for someone else.
  3. A symbol of love and support. Similar to an act of generosity, we share because we want to show our love and support."

 

Share your experience and other takeaways from #SMMW16? 

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

Marketing in 2016 - Key Findings!

Marketing in 2016 - Key Findings! | New Customer - Passenger Experience | Scoop.it
"The CMO's currency is the customer - customer voice, customer value, valence, and often, the experience itself." -
Eric_Determined / Eric Silverstein's insight:

Vala Afshar shares insight from Salesforce State Of Marketing 2016 report. 

 

Key categories with 55 statistics:

 

- Priority and success measures

- Marketing alignment with business leadership

- Customer journey strategy

- Integrating the customer experience

- Tech adoption

- Marketing channels - real time channel orchestration

- ROI - Mobile - Email - Social

- Advertising accelerates on social platforms

 

Any surprises?

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

Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | New Customer - Passenger Experience | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?
Eric_Determined / Eric Silverstein's insight:

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


more...
Merry James's curator insight, January 29, 2016 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 2016 3:25 PM

Being Mindful to Focus in 2016 ....

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Become a Superhero for your Customers

Become a Superhero for your Customers | New Customer - Passenger Experience | Scoop.it
While Legends of Tomorrow fight together to avoid world destruction, I've gathered my own team of extraordinary leaders that have inspired my career
Eric_Determined / Eric Silverstein's insight:

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

more...
Antonio Ormachea's curator insight, March 28, 2016 10:55 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

Antonio Ormachea's curator insight, March 28, 2016 10:59 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Half the Money You Spend on #CX is Wasted

Half the Money You Spend on #CX is Wasted | New Customer - Passenger Experience | Scoop.it
Believe it or not, you could be wasting some - or all - of your CX budget! Read on to find out how to make sure you don't.
Eric_Determined / Eric Silverstein's insight:

"If you make CX improvements where improvements aren't needed or to those areas that aren't important to your customers or don't move the needle for them, you are wasting your money.


Find out what's important to them and start there. How do you find out? Map their journeys. Listen to them. Ask them. Do some analysis (e.g., key driver), and prioritize improvement opportunities.


Measure the effectiveness of your customer experience efforts KPIs:


  • satisfaction scores
  • effort scores
  • ease of doing business score
  • net promoter scores
  • actual referrals
  • retention rates
  • renewal rates
  • order/purchase size
  • repurchase rate
  • cross-sells
  • upsells
  • customer lifetime value


 Remember, the experience speaks louder than words. If your advertising is not aligned with your experience, if you say you (are going to) do something and then don't or say you are something that you're not, then you've actually wasted all of your advertising dollars. Spend (or waste) advertising dollars, and customers will be fooled; (re)design the experience, and they will come."

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!

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, 2015 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, 2015 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, 2015 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!

Real Time Marketing: Are You Ready?

Real Time Marketing: Are You Ready? | New Customer - Passenger Experience | Scoop.it
We live in a real-time world. Real-time marketing continues to explode. Consider the Ellen selfie tweet from last year’s Oscars, ...
Eric_Determined / Eric Silverstein's insight:

"It’s crucial to understand tomorrow’s conversations today so you can make the proactive decisions necessary to be relevant to their stakeholders."


Valuable insights from David Clark at Blab:

 

"You need to align the people, processes, and systems to create an operating model that is efficient and adaptive…one that is able to work at the speed of the customer, versus the speed of the company. 

 

 

Creating an agile, adaptive marketing function requires a new way of working for most organizations. It embraces speed and change at its core, and demands that people, objectives, KPIs, processes, and systems are aligned.

 

 

Selecting the datasets and technologies is essential to achieving your ROI, so be choosy – understand your overall objectives first and then find the datasets and technologies that specifically support your goals.

 

 

For companies and brands to engage with their customers in a way that creates affinity, it is critical to become part of conversations that are relevant to these customers.

 

 

As Forrester Research stated in 2014, “Push Marketing is dead … Use scalable, affordable big data machine learning technologies to get prediction insights with compressed ‘time to insights’. Then change the ‘how’ and ‘when’ you apply insights.”

 

Share your thoughts?

more...
DTS000's curator insight, May 6, 2015 8:13 AM

Staying up with the latest.....

CIM Academy's curator insight, May 7, 2015 4:51 AM

Does real time marketing play a leading role in your organisation? This article discusses the foundations for integrating this into the marketing mix.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Social #Media #Marketing Trends for 2015 -#INFOGRAPHIC

#Social #Media #Marketing Trends for 2015 -#INFOGRAPHIC | New Customer - Passenger Experience | Scoop.it
Stay visual, stay engaged, stay informed, and you will be able to provide valuable content to the audience you have established a loyal relationship with on social media.
Eric_Determined / Eric Silverstein's insight:

"Stay #visual, stay #engaged, stay informed, and you will be able to provide valuable content to the audience you have established a loyal #relationship with on #social #media."


How are you delivering such social engagement on your #mobile platform?


Happy to showcase our new @SNAPCIOUSsolution for your #mobile #social #engagement.

more...
DTS000's curator insight, March 17, 2015 11:30 AM

Direct Connections

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Solving #Social #Media #ROI

Solving #Social #Media #ROI | New Customer - Passenger Experience | Scoop.it
We were all supposed to become data scientists in 2014. Billed as a year of “data explosion” by ZDNet, brands were expected to make huge leaps in the measu
Eric_Determined / Eric Silverstein's insight:

" @Mashable cites an April study where 20% of millennial-aged respondents claimed User Generated Content (UGC) is more influential on what they purchase than anything else. High-priced retail categories like major electronics, cars and appliances topped the list of purchases influenced by UGC."


How important do you see User Generated Content for your business in 2015?


Rob shares other great examples with incentives offered to drive further results.

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

The Secret to #Customer Retention

The Secret to #Customer Retention | New Customer - Passenger Experience | Scoop.it
In today's post I explore: What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?
Eric_Determined / Eric Silverstein's insight:

"Customer retention is paramount to acquisition!"


Do you agree?


What are you doing to build and nurture your current customer relationships? 


Annette shares valuable facts:


1) A 5% reduction in the customer defection rate can increase profits by 25-95%. -Bain & Co/HBR


2) A 2% increase in customer retention has the same effect as decreasing costs by 10%. -Emmet and Mark Murphy


3) The probability of selling to an existing customer is 60-70%. The probability of selling to a new prospect is 5-20%. -Marketing Metric


4) Customer profitability tends to increase over the life of a retained customer. -Emmet and Mark Murphy


5) 55% of current marketing budget is spent is on new customer acquisition and only 12% on customer retention. -McKinsey


6) It is 6 to 7 times more expensive to acquire new customers than it is to keep a current one. -White House Office of Consumer Affairs


7) A 10% increase in customer retention levels result in a 30% increase in the value of the company. -Bain & Co


8) Most important marketing objectives? 29.9% think it should be customer acquisition, and 26.6% think it is customer retention; however, 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer retention. –Emarketer


9) 80% of your future profits will come from just 20% of your existing customers. -Gartner


10) A 10% increase in customer retention yields a 30% increase in the value of the company. -Bain & Co


11) Repeat customers spend 33% more compared to new customers. -Laura Lake

more...
sharon lewis's curator insight, December 22, 2014 2:45 PM

Often referred to as "the leaky bucket syndrome", companies are loosing money when customers leave as often as they come on-board through the acquisition process.. This article re-iterates some great stats on the financial power of customer retention programs.


How many companies do you see making an effort to keep your business as a customer?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Are you ready for Generation C via Mobile?

Are you ready for Generation C via Mobile? | New Customer - Passenger Experience | Scoop.it

Brian solis-mobile-is-eating-the-world highlights the importance of adapting your business to a mobile first world...

Eric_Determined / Eric Silverstein's insight:

"Mobile isn’t a strategy or technology; it’s a lifestyle!

 

This is Generation C—otherwise known as your iCustomer. This isn’t a generation defined by age, income, education, or other demographics. This is a group that’s defined by a digital, mobile, real-time, always-on lifestyle. And, they’re nothing like your traditional customers.

 

Because people don’t want to be sold or persuaded. They want to be informed, engaged, and empowered. So much so, that 73% of consumers say that regularly getting

useful information from a company is the most important attribute when selecting a brand.

 

Micro-moments - Doing so will help businesses win the hearts and minds of connected customers in every moment of truth across every device. On the other hand, missing or

ignoring these new moments means that brands will miss vital chances to connect.

 

It’s time to join Generation C and your iCustomers to rethink products, services, and experiences that are “born digital” and “born mobile” without legacy PC philosophies holding you back."

 

Are you ready for Generation C?

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

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!

more...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.
Eric_Determined / Eric Silverstein's insight:

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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

Why Relationships?

Why Relationships? | New Customer - Passenger Experience | Scoop.it
The Chief Relationship Officer is more than a touchy-feely, warm and fuzzy job title. The role is often business development, positioned between marketing, sales, and customer success. The role
Eric_Determined / Eric Silverstein's insight:
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

  • raise awareness of your business (relationship marketing)
  • deliver more opportunities or efficiencies (strategic partnerships)
  • create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

more...
Sebastián Muñoz's curator insight, March 19, 2016 5:57 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Konstantinos Kalemis's curator insight, March 21, 2016 5:34 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

ismokuhanen's curator insight, March 22, 2016 7:55 PM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The New Science of Customer Emotions

The New Science of Customer Emotions | New Customer - Passenger Experience | Scoop.it
A better way to drive growth and profitability
Eric_Determined / Eric Silverstein's insight:

"Identifying and measuring emotional motivators is complicated, because customers themselves may not even be aware of them. These sentiments are typically different from what customers say are the reasons they make brand choices and from the terms they use to describe their emotional responses to particular brands. What’s more, as we’ll discuss, emotional connections with products are neither uniform nor constant; they vary by industry, brand, touchpoint, and the customer’s position in the decision journey.

 

We consider customers to be emotionally connected with a brand when it aligns with their motivations and helps them fulfill deep, often unconscious, desires.

 

We find that customers become more valuable at each step of a predictable “emotional connection pathway”, from:


(1) being unconnected

(2) being highly satisfied

(3) perceiving brand differentiation

(4) being fully connected


Fully connected customers are 52% more valuable, on average, than those who are just highly satisfied. In fact, their relative value is striking across a variety of metrics, such as purchases and frequency of use.

 

To maximize results, companies must align their emotional-connection strategies with their specific customer-engagement objectives—acquisition, retention, cross-selling, and so on."


Scott Magids & Alan Zorfas from Motista, plus Daniel Leemon from CEB share a valuable case study highlighting the impact across an entire organization and the full customer journey.


As Colin Shaw noted: Emotions account for over 50% of a customer experience. Make sure your brand capitalizes on both the rational and emotional experience.


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

Your Customers Are Your Brand!

Your Customers Are Your Brand! | New Customer - Passenger Experience | Scoop.it
“Marketing is a (buyer) journey, not a destination”
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Brand Quarterly interview with Pete Krainik, CEO of the CMO Club.


"Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

 

True customer-centricity and meeting your customer at their preference points are the basis of revenue generation that leads to #loyalty and then leads to #advocacy."

more...
ValPopescu's curator insight, October 7, 2015 1:18 AM

Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

Mery Elvis Mt's curator insight, October 7, 2015 7:42 PM

Si tenemos un negocio, todos somos Atención y Servicio al Cliente 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

ROI Of Social Media - can you measure it?

ROI Of Social Media - can you measure it? | New Customer - Passenger Experience | Scoop.it
When I started reading up about Social ROI, I found it so confusing, I wondered how other business owners were managing to understand it. I’ll be the first to admit I don’t do great with numbers…
Eric_Determined / Eric Silverstein's insight:

While Neil Patel's #infographic is from 2014, Priya Florence shares valuable updated insight.


What is your biggest challenge when it comes to Social Media?

more...
Oscar Padilla's curator insight, September 11, 2015 6:12 PM

Just came across this article on social media and ROI. Some of these points may seem basics, but it's a good refresher on what's important. Also like the infographics. 

Patricia Guzmán Aponte's curator insight, September 17, 2015 12:56 PM

Social ROI is not a illusion. 

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 Value in #CustExp helps Marketing’s Role in Disruption

The Value in #CustExp helps Marketing’s Role in Disruption | New Customer - Passenger Experience | Scoop.it
Campaign targeting, personalization and audience segmentation all top the list for all companies (
Eric_Determined / Eric Silverstein's insight:

Data is the foundation to customer relationship management, do you agree?


This article addresses the key value in customer experience, the different data sets, and how it enables marketers to combat disruption, or become disruptors themselves.


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

Analytics & Metrics: Related but Not the Same

Analytics & Metrics: Related but Not the Same | New Customer - Passenger Experience | Scoop.it
Metrics & ROI - Though marketers use metrics and analytics to prove and improve marketing's value, the two are not the same. We explain each and offer a checklist to help you determine your ...
Eric_Determined / Eric Silverstein's insight:

With #Data playing a critical role for every business, do you feel your company is leveraging the right #metrics and #analytical tools?





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

The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

more...
Bharat Employment's curator insight, February 12, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Visual Guide To Human-Centered #Marketing

The Circle of Influence is an end-to-end Customer Experience (CX) algorithm developed by CXG for marketers and CX pros looking for that extra business edge thr…
Eric_Determined / Eric Silverstein's insight:

"Being remarkable means making customers remarkable"


Terence Chan with his @CXGAsia group created the Circle of Influence to showcase the different stages.


What are your thoughts on the @YouTube video?


How will you elevate your #customer #experience?





more...
No comment yet.