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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5 B2Human Lessons from Apple

5 B2Human Lessons from Apple | New Customer - Passenger Experience | Scoop.it
At Apple the lessons outlined contributed to building a business that delights people around the world.
Eric_Determined / Eric Silverstein's insight:

At the end of the day, it’s not computers or devices you are selling to -- it’s people.

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

Success comes when your company and your team focus on mastering one to two critical things. The lesson here is that it’s better to do a few things well than many things middlingly.

 

2. Customer experience is king.

 

It is much easier to increase the value of an existing customer than it is to find a new one. When you make your customer experience king, you create a happy, loyal user who is more likely to consider expanding their purchase.

 

 3. Excellence in execution.

 

Apple recognized that every consumer touchpoint in the real world and the digital world, needs to be seamless. Every aspect of the sales process and backend operation needs to be 100% on brand and flawless. Anything short of that undermines credibility and trust. 

 

4. Only those things that can scale matter.

 

Your product needs to be built for high adoption. This means your sales and product strategies also need to scale. The challenge here is to balance scale with quality and precision. 

 

5. Build a data-driven team.

 

B2B and B2C customers alike do far more research on their own and are not interested in being sold to. Instead, they prefer to gather information and make decisions independently based on what they’ve learned. Cultivate transparency within your organization, and leverage data to enable honest conversations about progress, user acquisition and retention, what is working and what is not.

 

There are no “secrets” to success in business, focus on delivering the best customer experience.

 

What additional lesson are you applying from your Apple experience?

 

 

 

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5 Rules for Strategic #Partnerships in a #Digital World

5 Rules for Strategic #Partnerships in a #Digital World | New Customer - Passenger Experience | Scoop.it
Rule 1. Never innovate alone. 
Eric_Determined / Eric Silverstein's insight:

"Both B2C and B2B companies are in an arms race to develop innovative user experiences, expand distribution, and capture new sources of monetization. Digital leaders are discovering that their future depends not just on what their own companies can do, but on the capabilities, functions, channels, and insights they can tap by partnering with others."


Do you agree?

 

Rule 1. Never innovate alone. 

Rule 2. Understand that no single company has a lock on user preferences. 

Rule 3. Focus first on a great user experience, not the value exchange.

Rule 4. Strike the right balance between scale and customization.

Rule 5. Treat your partnership like your business.


Is your company open to partnership?

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Why This is an Extraordinary Time to Lead #Marketing

Why This is an Extraordinary Time to Lead #Marketing | New Customer - Passenger Experience | Scoop.it
This five-part informational series is designed for all those marketers around the world who are aspiring to lead a marketing function. The objective of this series is to share insights, experiences,…
Eric_Determined / Eric Silverstein's insight:

Andy highlights well the key changes taking place:


"Thanks to the evolution and adoption of online communications, businesses are fundamentally changing the ways in which they operate. The number of mechanisms for connecting, collaborating, sharing, and executing business has become richer and more powerful. Immediate access to information, conversation, and opinion has created new opportunity for organizations to create value. If organizations can embrace digitally oriented business models, they stand to gain far more than they lose. Online communications, especially in the form of social networks, are creating a means of interaction within and between businesses that can vastly improve productivity, performance, and organizational effectiveness. The biggest risk is not modernizing your business, particularly your increasingly strategic marketing function, as more agile and sharper organizations are leapfrogging competitors in the land grab for digitally savvy customers."


Embrace change, focus on your #CustExp, understand their journey and offer solutions at every touch point. 


Do you agree with the #CMO image and profile?

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Ranjit Kovilinkal's curator insight, April 14, 2014 12:44 AM

These are interesting times!!!

Ranjit Kovilinkal's curator insight, June 4, 2014 12:51 AM

Dive into the marketing function!

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Forget #B2B or #B2C, now it's #H2H!!!

Forget #B2B or #B2C, now it's #H2H!!! | New Customer - Passenger Experience | Scoop.it
Human beings are innately complex yet strive for simplicity. Our challenge as humans is to find, understand and explain the complex in its most simplistic form. This means you, marketers. Find the commonality in our humanity, and speak the language we’ve all been waiting for.
Eric_Determined / Eric Silverstein's insight:

It's true that traditional views of separating B2B  vs B2C are now blurred, you need to deliver personal and frictionless experiences whether you are the business or final consumer.


Are you ready to start using #H2H?

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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | New Customer - Passenger Experience | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.
Eric_Determined / Eric Silverstein's insight:
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
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How to plug the holes in the #B2B sales #journey

How to plug the holes in the #B2B sales #journey | New Customer - Passenger Experience | Scoop.it
The buying process has gotten messy for B2B marketers. This easy access to information means that engagement one second can turn into disinterest in the next. Every new channel puts a hole in your funnel. (Although I've never liked the funnel construct, it's appropriate for making the point.) Marketers who don't integrate new channels into their content marketing strategy will...
Eric_Determined / Eric Silverstein's insight:

Understand your customer journey, and make sure you build a content marketing campaign that offers solutions and engagement at every touch point.


Share your experience where you saw a brand apply the right approach across all channels?

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Welcome to Business-to-Everyone (B2E)

Welcome to Business-to-Everyone (B2E) | New Customer - Passenger Experience | Scoop.it
Buyers of business products long relied solely on sales contacts for information about new products and services. But today, thanks to the rise of mobile and social...
Eric_Determined / Eric Silverstein's insight:

Vala Afshar summarizes it well:


It’s now “B-to-Everyone”


"As enterprise buyers prioritize premium customer experiences through the lifetime of a product or service, sellers need to keep the customer top-of-mind. The barriers between the business and consumer no longer exist, and negative reviews of customer experiences can go viral very quickly. B2B and B2C buying models are merging as businesses lose control of the sales process. It’s no longer business-to-business or business-to-consumer; it’s business-to-everyone. Those businesses that understand the nature of today’s complicated customer relationships are creating longer-term and more lucrative relationships with customers. Ultimately, if a customer isn’t receiving a positive experience from your company, they’ll find someone else who can deliver it better."


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The Modern Marketer - What are the trends?

The Modern Marketer - What are the trends? | New Customer - Passenger Experience | Scoop.it
BtoB Magazine features the latest digital marketing news, tips, strategies and resources for b2b digital marketers.
Eric_Determined / Eric Silverstein's insight:
Russels shares his insights on 8 key pillars for B2B Marketers. But let's start with these 3 key factors which I think we can all agree on:
- The buyer's journey is no longer linear. It is a continuous loop from research to evaluation to purchase, which now includes the sharing of the purchase experience. This influences repurchase rates and additional purchases from other buyers in their own research phase. (Source: McKinsey & Company)
- If the marketer does not provide the buyer with the desired information, they can be sure the competitor will—while also winning the attention of their prospect.
- The marketer who helps their buyers understand how to solve problems and purchase products, while also establishing the most trust, will gain buyer confidence and win the battle of the purse.

 

Share your thoughts on the 8 pillars from Russel Kern?

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