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 mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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Digital Disruption - What are the lessons?

Digital Disruption - What are the lessons? | New Customer - Passenger Experience | Scoop.it
Everyone knows that marketing has changed dramatically over the past decade.  Indeed, it continues to change rapidly today.  While there are many contributing factors to the whirlwind we’re experiencing — search, social, mobile, content, big data, and so on
Eric_Determined / Eric Silverstein's insight:

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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wolfgang gauss's curator insight, March 26, 4:25 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 11:00 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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Intent is the Next Big Thing...

Intent is the Next Big Thing... | New Customer - Passenger Experience | Scoop.it
Innovation in the advertising industry is driven by how customers use their mobile devices to discover, learn and share. This rapidly evolving in-the-now and on-the-go behavior gives way to what
Eric_Determined / Eric Silverstein's insight:

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

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Konstantinos Kalemis's curator insight, March 9, 2:16 AM

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

Alan Jordan's curator insight, March 9, 7:40 AM

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

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Facebook Reactions Thumbs-Up?

Facebook Reactions Thumbs-Up? | New Customer - Passenger Experience | Scoop.it
"Like" you already know— now say hello to "love," "haha," "wow," "sad," and "angry".
Eric_Determined / Eric Silverstein's insight:

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Laura Godin's curator insight, February 26, 10:52 AM

I know I liked a couple, loved a few and had a couple wows lol

Bettina Thompson's curator insight, February 28, 8:15 PM

Thumbs up for being able to reflect more than one emotion ;)

Laura Godin's curator insight, March 8, 2:57 PM

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Why Investing in #Customer #Experience is so important - #Infographic

Why Investing in #Customer #Experience is so important - #Infographic | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"You have to start with the #Customer #Experience, and work back toward the technology" - Steve Jobs


Which statistic surprised you the most?

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lea plagnol's curator insight, May 11, 2015 3:39 PM

#customer #experience #trends #marketing

Alex Delfosse's curator insight, May 12, 2015 11:49 AM

This infographic certainly appears to be number porn. It's worth noting that the author uses a designated color to allow the numbers to stand out. The author also relates the information in a visual sense. overall I think this is an excellent infograph however some of the text is a little challenging to read.

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#UX - The strength of a #brand #loyalty begins with how your product makes people feel

#UX - The strength of a #brand #loyalty begins with how your product makes people feel | New Customer - Passenger Experience | Scoop.it
Jay Samit, chairman of Realty Mogul: In the digital age, user experience is arguably the most important face of your brand.  Very few of your customers will ever meet the dedicated members of your team that engineered and created your product, but all will interact with your UX.  The strength of brand loyalty begins with how your product makes people feel...
Eric_Determined / Eric Silverstein's insight:

Jay shares 3 key factors to #UX, with great examples from @Google, @Nike:



- The interface must communicate the values of the product, not just its features. 


- Your UX must make the experience fun and rewarding. 


- UX design must reflect the brand image. 


By leveraging each consumer interaction to improve your UX, companies can channel their #data into insights for great UX.  Design is how you make your first impression with your consumers.  Make sure it is a lasting one!


Share your thoughts on Jay's insights.

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Julian Poulter's curator insight, February 18, 2014 8:58 AM

my comment

SmartMPM.com Marketing Measured.'s comment, February 18, 2014 10:24 AM
Where did that image come from? I didn't see it on the article. I'd love to see a larger version of it.
Eric_Determined / Eric Silverstein's comment, February 18, 2014 10:28 AM
Hi, the Source of image: helloerik.com/ux-is-not-ui
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How Apps are Evolving: A Look at the Recent Design Trends in Mobile Apps

How Apps are Evolving: A Look at the Recent Design Trends in Mobile Apps | New Customer - Passenger Experience | Scoop.it

Design is everything. Great ideas turn into great designs and great designs help in building great apps. Earlier, people worried more about the functionality of the app and cared less about its interface. But times have changed. People now have a zero-tolerance policy for antiquated apps.

 

App Developers not only need to create aesthetically pleasing interfaces, they also need to keep up to the perpetually altering design trends.

And let’s not overrule the catastrophic outbreak of apps on the three major mobile platforms- Windows, Apple and Android. For your app to stand-out, it needs to have a kickass interface blended with an amazing idea. Might sound exaggerating, but the time of mediocrity is out. Boring, humdrum, run-of-the-mill doesn’t work anymore.


Via The Ayantek Team
Eric_Determined / Eric Silverstein's insight:

"Design is everything. Great ideas turn into great designs and great designs help in building great apps.


Earlier, people worried more about the functionality of the app and cared less about its interface. But times have changed. People now have a zero-tolerance policy for antiquated apps."


With businesses competing for their customer's attention, and Mobile  playing an increasing role to engage with customers, it is critical to understand the latest developments to continuously improve your #mobile #customer #experience.


Share your thoughts on some of the trends listed in the article.

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The Ayantek Team's curator insight, October 24, 2013 9:50 AM

A mobile apps success hinges on design. This article goes into depth about the 10 design trends that are creating a great user experience. 

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…
Eric_Determined / Eric Silverstein's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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6 Key Elements To Digital Engagement

6 Key Elements To Digital Engagement | New Customer - Passenger Experience | Scoop.it
The last decade taught us a lot about chasing digital shiny objects: the maturation of digital technologies, the unprecedented explosion of consumer adoption of
Eric_Determined / Eric Silverstein's insight:

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

more...
Kate Marsh's curator insight, March 9, 9:05 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

ismokuhanen's curator insight, March 22, 8:02 PM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

Antonio Ormachea's curator insight, March 28, 11:06 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

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Mobile is Eating the World & Your Mobile Experience is Starving Your Customers!

Mobile is Eating the World & Your Mobile Experience is Starving Your Customers! | New Customer - Passenger Experience | Scoop.it
Mobile ad spending in the US will jump 50% this year to reach $28.72 billion, which is also almost half (49%) of digital ad spending, eMarketer estimates.
Eric_Determined / Eric Silverstein's insight:

"To survive Mobilegeddon and win among #mobile-first customers, companies must focus on a mobile-only #experience in addition to optimizing the #digital #customer #journey. This starts with learning more about customer frustrations, expectations, and behaviors specific to mobile. When done in parallel to other digital investments, mobile (in each of its forms) becomes an experience unto itself. Accordingly, strategists must apply those insights to architecting an ideal mobile state. Only then can customer-driven mobile strategy truly become part of a company’s DNA and produce results that include increased #engagement, lead generation, #sales, Net Promoter Score (#NPS), customer #retention, #acquisition, #loyalty, and more."


@SNAPCIOUSwe developed a visual and social engagement solution to enable brands to deliver all their social media interactions directly on their mobile platform. Remove all frictions for customers to visually engage around your brand experience, across multiple social networks directly on your existing app.

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Marketing Leap's curator insight, July 8, 2015 8:00 PM

Businesses no longer have a choice as every day, customers are using the closest device at hand, their mobile phone. According to comScore, which uses the "time spent" metric to gauge online consumer retail activity, 56% of all time spent on U.S. online retail occurs on a mobile device. At the same time, 49% of shoppers say their biggest pet peeve related to mobile shopping is that retailers’ websites and apps aren’t optimized for smaller screens. Is your website mobile responsive?

very day, customers are starting their journey using the closest device at hand, thus flipping mobile from second to the first screen and relegating the desktop as second screen. Mobile was once regarded as the second screen but according to comScore, which uses the "time spent" metric to gauge online consumer retail activity, 56% of all time spent on U.S. online retail occurs on a mobile device. At the same time, 49% of shoppers say their biggest pet peeve related to mobile shopping is that retailers’ websites and apps aren’t optimized for smaller screens.

Paul Davies's curator insight, July 9, 2015 4:01 AM
Lets face it these days , we see more people with their heads down looking at their phones than actually watching the road when they walk across it. The statistics show why we should be focusing on marketing to mobile users. Why not run a $ 10.00 Facebook test add to the local market promoting your driving school - car detailing - auto etc business . We know when done right these ads ,with highly targeted ads , they work ! Try it out and let us know how it goes for you ? www.22s.com/crankstart/yournamedrivingschool
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Are The #Customer #Experience Stakes Higher on #Mobile?

Are The #Customer #Experience Stakes Higher on #Mobile? | New Customer - Passenger Experience | Scoop.it
With many companies treating their mobile interactions with customers as an 'afterthought', we wonder whether they recognize the risks they are taking with their customers base.
Eric_Determined / Eric Silverstein's insight:

The stakes are higher in #Mobile.


In 2013, there were 102 billion app downloads.  


1/4 of them were used just once and never touched again!


3 important points to consider:


  • Buyers see mobile customer experience as an 'elite' capability and make quick judgements based on early experiences ('they just don't have it")
  • The very nature of mobile is that customers are looking for quick results when they are short on time and have less tolerance for hiccups on mobile than on other platforms or brick and mortar environments
  • The difference between bad and good #CX is magnified on mobile with the best retailers having extremely well thought out and executed mobile sites


Once a customer downloads your #App, make sure you develop an engagement strategy that offers value and incentives, in order to strengthen your customer relationships.


Is #gamification a possible solution to keep your customers engaged, share your thoughts?


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Apptimate's curator insight, November 22, 2014 4:04 AM

Yes the stakes are much higher in mobile, and it's  not only about user interface, They want immediate response. They need security and privacy protection. And this will put enormous pressure on corporate IT departments to deliver the same experience in internal systems and apps

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Half a Million $$$ Worth of #Customer #Experience

Half a Million $$$ Worth of #Customer #Experience | New Customer - Passenger Experience | Scoop.it
Today's guest post is by James Lawther. He uses an awesome guitar design as an example of how listening to customers can lead to great experiences and return on investment!
Eric_Determined / Eric Silverstein's insight:

Great story with great words of wisdom:


"If you listen to what your customers have to say - and then act on their advice - your business might just become legendary as well."


Why is it so difficult for some companies to understand what it takes to deliver the right customer experience?

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veronique aboghe's curator insight, January 18, 2014 6:06 AM

Another interesting post via cx jouney that is reinforcing what I keep saying :the best asset you have to develop is your ability to listen, observe , understand customers views.And then if you are able to ease their pains or meet their request by designing the happy experiences they expect  to them this will be paramount Listening is the threshold to customer experience. Open your ears , listen  with the intention of doing what is right for your customers.

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Should You Build a Responsive Site or a Native Mobile App?

Should You Build a Responsive Site or a Native Mobile App? | New Customer - Passenger Experience | Scoop.it

You know your business needs a mobile presence, but how to best offer that experience — without breaking the bank — is something tons of companies, both big and small, continue to struggle with.

 

Carl asks: Is it worth it for me to have a mobile app (or should I just have a responsive site)? How do I know whether I'm getting bang for my buck?

 

If Carl had asked this question back in 2009 or 2010, it would have been phrased, "Do I need a native app or is a mobile-optimized website enough?" In 2011 and 2012, the question again would have shifted to "native app or mobile web app?" Today, "responsive" is the buzzword du jour.


Via The Ayantek Team
Eric_Determined / Eric Silverstein's insight:

Christina Warren provides a well rounded review of this critical topic.


"For mcommerce, you should absolutely start with a mobile friendly site and make sure that it is frequently updated to be fast, efficient and work well on multiple devices. Then, factor out how many sales will need to take place each month through a native app to pay for its development. If that seems feasible, building a native app to offer alongside the responsive experience is a great idea."


Please share some of your experiences.

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