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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.
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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?

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

Far too many firms are doing just this!

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Gamification harnesses the power of games to motivate

Gamification harnesses the power of games to motivate | New Customer - Passenger Experience | Scoop.it
Gamification works because our responses to games are deeply hard-wired into our psychology. Game design techniques can activate our innate desires to recognize patterns, solve puzzles, master challenges, collaborate with others, and be in the drivers’ seat when experiencing the world around us. They can also create a safe space for experimentation and learning
Eric_Determined / Eric Silverstein's insight:

With every company looking for better ways to engage their employees and their customers, don't forget to make it fun too, do you agree?


Kevin Werbach @Wharton shares great insight from his #gamification study & book.


We added #social #engagement @SNAPCIOUS , in order to add a critical component to game success.

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Jonathan Wade's curator insight, April 14, 1:32 PM

So, can we use our tendencies and appeal them in order to make ourselves better?  If so, where are the ethical boundaries?

David W. Deeds's curator insight, April 19, 9:09 AM

¨We´re hardwired¨...I like that. ;)

Alfonso Gonzalez's curator insight, August 6, 4:48 PM

With every company looking for better ways to engage their employees and their customers, don't forget to make it fun too, do you agree?

 

Kevin Werbach @Wharton shares great insight from his #gamification study & book.

 

We added #social #engagement @SNAPCIOUS , in order to add a critical component to game success.

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#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC

#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC | New Customer - Passenger Experience | Scoop.it
Science Behind Trust and Recommendations on Social Media
Eric_Determined / Eric Silverstein's insight:

How are you inspiring customers to recommend your #brand on their personal #social #media channels?


Key takeaways from SocialMediaLink study:


1) Keep it simple - Positive stories from personal friends spark purchase


2) Facebook remains critical


3) Develop #advocate strategies around each purchase stage


@SNAPCIOUS we developed a clever #mobile social #engagement solution for brands to engage in a visual conversation with their customer #community.


By making it fun, easy and #rewarding, customers can social share across multiple social networks all directly within a brand's existing mobile environment. Please reach out if you want a live demo.

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Amelie Hyams's curator insight, March 20, 9:47 AM

This infographic spells out the most useful points to know. Brand trust comes from different sources - as the user seeks it.

Maurice Couture's curator insight, March 20, 11:33 AM
Les médias sociaux jouent de plus en plus un rôle déterminant dans le processus de décision du consommateur et certains se positionnent davantage à l'étape de l'exploration / de la recherche d'information et d'autres à l'étape post-achat. Un méga "bouche à oreille" virtuel qui est devenu incontournable pour les destinations et les entreprises.
Richard D. Hawley's curator insight, March 27, 10:56 AM

Infographics grab your attention!

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#Mobile Revolution

Mobile as revolutionized our lives, up to the point it's becoming an extension of our brains! Why? What are the specific mobile characteristics of mobile that …
Eric_Determined / Eric Silverstein's insight:

Key to #Mobile Success:


1. Think utility / solving a problem

2. Anchor mobile #experiences in the physical world / real life

3. Give your users / customers (super)powers


If you attended #MWC15 share your insight


Are you empowering your customers?

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The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | New Customer - Passenger Experience | Scoop.it
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.
Eric_Determined / Eric Silverstein's insight:

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"


What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"


My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"


The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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The Explosive Power of #Social Proof

Social proof is the most powerful weapon on the web. Recommendations from friends, opinions and reviews blow away all other forms of marketing. Go into battle …
Eric_Determined / Eric Silverstein's insight:

"81% of Consumers receive product advice from friends & family via #Social site"


How are you capitalizing on engaging your loyal customers via #Social #Media and #Mobile?

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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | New Customer - Passenger Experience | Scoop.it
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th
Eric_Determined / Eric Silverstein's insight:

Can't stress enough on the 3 E's:


1. Effective

2. Ease

3. Emotion


Technology can help a great deal with the first 2 points, but the third requires you to walk in your #customers shoes, and really #engage with your customers, to listen and learn.


That's how you will earn their #trust and #loyalty, building towards #advocacy.

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Darcy Bevelacqua's curator insight, February 19, 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

Wafa Hammedi's comment, March 3, 4:37 AM
Romain, What is the new science then??? Very curious to learn about that from you in class ! your insights will be beneficial to all the students in class ! Great job !
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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | New Customer - Passenger Experience | Scoop.it
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the
Eric_Determined / Eric Silverstein's insight:

Which quote is your favorite?


1. “It is not the employer who pays the wages. Employers only handle the money ... It is the customer who pays the wages." (Henry Ford)


2. “The biggest risk is not taking any risk ... In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.” (Mark Zuckerberg)


3. “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” (Jeff Bezos)


4. “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” (Ian Schafer)


5. “How can you squander even one more day not taking advantage of the greatest shifts of our generation? How dare you settle for less when the world has made it so easy for you to be remarkable?” (Seth Godin)


6. “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” (Jeff Bezos)


7. “Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it.” (Brian Solis)


8. “Your most unhappy customers are your greatest source of learning." (Bill Gates)


9. “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” (Steve Jobs)

10. “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” (Mahatma Gandhi)


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Bharat Employment's curator insight, February 12, 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"

Enjoy

Arielle Monnerot-Dumaine's curator insight, February 16, 12:30 PM

Difficile de choisir ! Et vous ?

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How do you stand out in this Digital Age?

How do you stand out in this Digital Age? | New Customer - Passenger Experience | Scoop.it
It’s an incredibly exciting time to be involved in the digital space, empowering companies through technology innovation to improve customer engagement and drive growth.
Eric_Determined / Eric Silverstein's insight:

As Robert Kelley highlights, technology has leveled the playing field, now it's time to better connect and offer the right value in each engagement.


"Consumers can easily and quickly compare goods among rivals, turning more and more products into price-driven commodities.


As a result, only firms that aggressively embrace #digital #customer #engagement will have a chance to differentiate themselves in this market. Companies that can partner with full-service digital technology solutions providers to create seamless #customer #experiences, across all consumer #touchpoints, will foster brand advocates and increase market share.


It’s an incredibly exciting time to be involved in the digital space, empowering companies through technology innovation to improve customer engagement and drive growth."


With an increasing focus on #mobile, how are you looking to standout?


If you are looking for a recommendation: @SNAPCIOUS

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In this #Digital Era, how are you Strengthening your Employee #Relationships ?

In this #Digital Era, how are you Strengthening your Employee #Relationships ? | New Customer - Passenger Experience | Scoop.it
Employees are disengaged at work, and organizations have been exploring how social and digital technologies can address this
Eric_Determined / Eric Silverstein's insight:

Richard Branson "If you run a business, put on top your Employees, then your Customers, and then your Shareholders"


As Charlene Li highlights, "#Relationships are the lifeblood of a B2B company, with customers and with business partners. Everybody could potentially be doing marketing and sales through #engagement. Having your #employees empowered to do that becomes absolutely critical for B2B companies."


As businesses understand the importance of customer #journey maps, have you created an employee journey map?


When you build #trust with your employees, and give them a clear vision and understanding of their role within the company, they become one of your greatest asset. This improves productivity, and has a direct impact to profitability.



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Do We Care About #Brands?

Do We Care About #Brands? | New Customer - Passenger Experience | Scoop.it
Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Can people care about brands? If the answer is yes, then what are companies doing wrong?
Eric_Determined / Eric Silverstein's insight:

According to a survey, most people would not care if 73% of the brands would disappear!?


Share your latest experience on what your favorite brands are doing to earn your Loyalty, and ultimately your Advocacy?


It does start with earning your #trust.


Great insight @annettefranz @SDLjames with strong value connections @TOMS @USAA



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Fred Zimny's curator insight, November 8, 2014 12:20 AM

Focus on encounters and experiences in stead of managing relations.

Ahmed Alkandari's curator insight, November 15, 2014 9:01 PM

"Most people worldwide would not care if more than 73% of brand disappeared." So, are companies wasting their money on advertisements and marketing; since, most people won't care about weather the brand will disappeared or not?! People who have brand loyalty are supposed to care if the brand they are loyal to will be available or not on the future. Also would these people considered faithful to their brand if they don't care?

What are brands might been doing wrong with customers?

don't focus on the customersare not providing value relative to priceare not providing value relative to the competition/alternativeshave broken customers' trustdon't deliver on their promisesdon't care about customersdon't meet customer expectationsare not innovative (think "same old same old")deliver a fragmented or poor experience

With all of these point, the relationship between them and their customers will be broken. Therefore, companies should focus more on their customers and design a good customer experience. Companies shouldn't only care about making money, they should also care and focus about being a part of something that matters to people and mean something to them.

 

Most of the article was asking questions and some questions didn't have answers in the article, they are open for general thinking and answering. It's interesting about how most people won't care if a brand disappeared on the future; for me I would! Of course life won't stop and new brands will enter the market. However, Some brands people got used to it and can's change that easily; the example of Apple. I also found it important about what they mentioned for customers relationship with the company. In my opinion, companies that focuses more on their relationship with their customers and making sure to build an experience with their customers are more successful than companies that focusses on making profits and increase their revenue. I a customer became loyal to a company and he had an experience with that company, he won't mind paying more on that company's goods. The reason is that the company had built a trust and an experience to that customer so he will be faithful and he would care about the brand and the company.

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#Customer #Experience Is Key, in Every Channel and at Every Interaction

#Customer #Experience Is Key, in Every Channel and at Every Interaction | New Customer - Passenger Experience | Scoop.it
Every step in the customer journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget.
Eric_Determined / Eric Silverstein's insight:

"Every step in the #customer #journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging #trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget."


Being able to connect with your customers and delight them every step of the way, that's how you earn their trust and build a strong relationship. 


What percentage of your #marketing budget would you assign to nurturing #advocacy ?

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

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


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



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3 ways companies are building customer #loyalty

3 ways companies are building customer #loyalty | New Customer - Passenger Experience | Scoop.it
That’s why ongoing two-way engagement and iterative learning is what truly drives brand loyalty.
Eric_Determined / Eric Silverstein's insight:

Do you agree with this Forrester Research statement:


“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,” 


 “They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”

 

That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.


How are you engaging with your favorite brands?

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Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | New Customer - Passenger Experience | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.
Eric_Determined / Eric Silverstein's insight:

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

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Patrick Findlay's curator insight, March 31, 4:15 AM

Keep it simple, that's the name of the game.

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How Agile is your business?

How Agile is your business? | New Customer - Passenger Experience | Scoop.it
Marketers Don’t Create Customer Journeys…Customers Do
Eric_Determined / Eric Silverstein's insight:

"#Marketers Don't Create #Customer #Journeys ... Customer Do"


For businesses to succeed today you need to align your brand promise to what your customers expect and wish.


One thing we can be assured in life is Change!


How agile is your business?


Sanjay @Marketo highlights the #1 skill/solution CMOs are seeking in 2015: #Digital #Engagement.


I would elevate it to Digital & #Social Engagement, do you agree?


Your business will grow by strengthening your #loyal #community. Their social reach and #influence will have a direct impact to your bottomline.


Share your thoughts?

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The #CX Proof is In the (Diet) Pudding

The #CX Proof is In the (Diet) Pudding | New Customer - Passenger Experience | Scoop.it
In today's post, I share an example of a company with an apparent misguided focus - acquisition over retention, rebranding the image over reinventing the experience. And the dismal outcome.
Eric_Determined / Eric Silverstein's insight:

Key Lessons @WeightWatchers:


"Focus on retention over acquisition; focus on the customer experience; you won't have to work so hard to acquire new customers - your existing customers will do that for you."

Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee of long-term customer loyalty. It's the only strategy for out-performing a dismal economy. -Gary Hamel


Listen to your customers, then make sure you offer the tools and solutions they are seeking in order to improve their experience. Give them a social platform to share their successes and healthy habits. Let's talk! 


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Consumers demand experiential rewards from loyalty programs

Consumers demand experiential rewards from loyalty programs | New Customer - Passenger Experience | Scoop.it
Brands that are incorporating strategies to offer experienced based rewards in their loyalty programs are going to win and retain more customers compared to companies just offering discounts.
Eric_Determined / Eric Silverstein's insight:

Study by @JWT_Worldwide, “72% of #Millennials would rather spend money on #experiences than products”  #Social #media can be a useful activation marketing tool with members posting their once in a lifetime experience of these events.  Experiential #marketing appeals to consumers because it touches their passions in life.   


Which loyalty program are you most active in?


Share your thoughts.

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Michelle Batt's curator insight, March 2, 8:24 AM

Need to consider "Experience currency" to drive Loyalty. This refers to Loyalty Programs, but it's really about Loyalty overall.

Jean-Marie Grange's curator insight, March 3, 9:41 AM

Offering discounts is not the best way to build #engagement

Darcy Bevelacqua's curator insight, March 4, 7:38 PM

More consusmers are looking for something unique from the companies they love. They like connecting with others in a social setting and having access to unique content and events that others don't. Make your customers feel special and invent in getting to know them through special events. 

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#Marketing Is Dead, and #Loyalty Killed It

#Marketing Is Dead, and #Loyalty Killed It | New Customer - Passenger Experience | Scoop.it
Do you like your customers enough?
Eric_Determined / Eric Silverstein's insight:

Alexander shares valuable insight 


"For most people, the word “ #marketing ” summons up a single-minded focus on selling products – a one-sided endeavor. But one-sided doesn’t work in a world where #social #media has given consumers a megaphone just as powerful as that of traditional marketers.

 

Building #loyalty is much harder work, and it requires not only valuing #customers, but liking them enough to have a #conversation every day. Bringing passion and excitement to that conversation requires genuine enthusiasm for your own products and mission. The Chief Loyalty Officer’s job isn’t about asking, “What should this company say?” It’s nothing less than answering the question, “What should this company be?”


We take great pride @SNAPCIOUS - having developed a platform that creates a true 2 way conversation, giving brands/agencies a tool to engage with their loyal community.


What tools are you using to create a conversation with your customers?

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What Influences #Social Buying?

What Influences #Social Buying? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Understanding and then supporting customer expectations in an age dominated by social media is the key to long-term commercial success." - Do you agree?


Recommendations and reviews have a massive impact on the purchasing journey.


Make sure you strengthen your customer relationships and capitalize across all touchpoints. 


Mobile social engagement platform - @SNAPCIOUS

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Amos J Cruz's curator insight, March 8, 10:53 PM

Interesting quantitative analysis of factors influencing the consumers' journey to purchase.  I'm particularly interested in the role of traditional real, in-person networks as they translate into a world more defined by a digital presence.

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#Mobile #Marketing is a $500 billion opportunity!!!

#Mobile #Marketing is a $500 billion opportunity!!! | New Customer - Passenger Experience | Scoop.it
In 2016, the portion of mobile-influenced in-store retail sales is expected to jump to more than 50 percent. This means almost half of a brand’s customers will soon be proverbially “up for grabs” t...
Eric_Determined / Eric Silverstein's insight:

The importance and influence #mobile has on your shopping #journey is increasing every day.


If you don't focus on owning your mobile #marketing channel, you can expect your competitors to aggressively pursue your customers.


Focus on delivering the right #customer #experience, and create a rewarding #engagement, one that will nurture their #loyalty and gain new #brand #advocates.

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Lori Wilk's curator insight, February 11, 7:43 AM

With this #mobile #marketing and #consumer #advertising trend the question becomes, "Is your #brand in their hands? " #BYLNetwork is helping #brands transition to #digitalmarketing  combining both  #video and #mobile. This Venture Beat article makes us realize that to ignore mobile means to be left behind and lose market share to competitors. The good news is that brands can take action now and participate in this trend. 

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How are you improving your #Digital #Engagement #Strategy for 2015?

How are you improving your #Digital #Engagement #Strategy for 2015? | New Customer - Passenger Experience | Scoop.it
Customers' app journeys hold the key to new opportunities.
Eric_Determined / Eric Silverstein's insight:

"Understanding how to improve the path from prospect to customer #brand #advocate is the main challenge in business today."


Do you agree?


There were 140 billion app downloads as of September 2014.


By 2017, there will be more than 5 billion smartphones.


Also by 2017, there will be more than 2.3 billion users on #social networks.

 

"Inserting better #engagement opportunities into #customer #journeys through better #mobility / #Apps integration will be critically important to organizational success."


How will you improve your mobile engagement strategy in 2015?


I've been impressed by a new startup that delivers #gamification of photo-sharing, which can be inserted directly within existing Apps.

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elisajames's comment, January 5, 6:42 AM
share this on linkedin
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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

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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?

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Beyond #Sales: The Business #KPI's of #Marketing #ROI

Beyond #Sales: The Business #KPI's of #Marketing #ROI | New Customer - Passenger Experience | Scoop.it
Happier Customers, Better Products, Satisfied Employees
Eric_Determined / Eric Silverstein's insight:

While the traditional focus for companies have been on new Customer Acquisition and Sales, the new focus should be on:


1) Happier Customers

2) Better Products or Services

3) Satisfied Employees


Do you agree?


Happier Customers share their positive experiences, as a result become brand advocate. Key factor to new customer acquisition.


Happy Customers share more ideas and provide feedback for continuous improvements. Another positive factor to sales growth.


With a focus on listening and empowering employees, while rewarding them, customers see and feel the difference, all impacting company bottomline.



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Influence is about #Community and #Relationships

Influence is about #Community and #Relationships | New Customer - Passenger Experience | Scoop.it
Someone can be influential but without a relationship with the community and with the brand their influence will be limited. So before brands look at the number of followers or the books someone has written, they should first listen and build a relationship with their community by utilizing their employees so that they fully understand the communities path to decision. After understanding the communities path to decision, it’s important to identify and build on those relationships so not only will the brand identify the best brand influencer but that influencers relationships with the community will make it feel like a natural fit.
Eric_Determined / Eric Silverstein's insight:

Technology has been the great equalizer, enabling businesses of all sizes to better compete. Consumers now have access to additional social tools, sharing positive and negative experiences. 


Brands not only need to better understand their customer journeys, in order to deliver outstanding customer experience, but continue building and nurturing employee and customer engagements.


An influencer has no influence if he/she does not have a community behind him/her, and to build a community you need to establish and nurture relationships, agree?

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Brian Fanzo's comment, October 24, 2014 1:51 PM
Couldn't agree more! Thanks so much for sharing my post and sharing your insights!
Eric_Determined / Eric Silverstein's comment, October 24, 2014 11:14 PM
A very timely article that has become a great resource for many discussions. Thanks Brian.