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 Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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Stop Acting Like a Robot & Start Socializing Your Brand

Stop Acting Like a Robot & Start Socializing Your Brand | New Customer - Passenger Experience | Scoop.it
When it comes to social media, brands have a fatal flaw: They aren't human. But there is an art to humanizing a brand so that it is more authentically and successfully social.
Eric_Determined / Eric Silverstein's insight:

The human equation is critical to social success, do you agree?


"Do you measure your popularity by the number of acquaintances you have? (followers in business) - Probably not. Social success in the "real" world is akin to that in the online world and is better measured through meaningful engagement and interactions.


To humanize your brand, create deeper relationships that will help grow your business' popularity.


1. People power your business - Employee engagement

2. Conversation is two-way

3. People have personalities - Personalization & Emotions


Brand your company as a caring companion and you'll not only reap the #social #media rewards, you will find that you have more #engaged #customers for whom you will remain top of mind."


"If something is to be top of mind, it is likely to be tip-of-tongue"
- Jonah Berger


Positive Word-of-mouth will drive the strongest results for your business at the lowest costs!

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Experience is the Brand

We are in the business of selling emotions not stuff. Stuff is cheap and easy to copy. Emotion, however is a priceless, individual, unique experience. In this …
Eric_Determined / Eric Silverstein's insight:

"We are in the business of selling emotions, not stuff"


Valuable insight shared by Graham D Brown via slideshare. Here are a few additional quotes, which one is your favorite?

 

"And the most powerful experience is the feeling of belonging"

 

"They will soon forget what your #brand said, but they will always remember how you made them feel!"

 

"Brand = People + Culture + Metrics"

 

"Brand is not a strategy, it’s who you are as a business!"

 

"Every customer has a story to tell, every #story builds your brand"

 

"Your brand is as good as the last conversation"

 

"One’s role isn’t to police and protect the brand but to make it as shareable as possible"

 

"Hello to #emotions and fans"

 

"Hello to #conversations"

 

"Say Hello to attention, #empathy and #social space"

 

"Embrace co-creation"

 

"Embrace customer #storytelling"

 

"Embrace #recommendation"

 

"Embrace shareability"

 

"Because #experience is only real when shared!"


Love that last statement, how about you?

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Powerful Brands vs Customer Relationships

Powerful Brands vs Customer Relationships | New Customer - Passenger Experience | Scoop.it
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.
Eric_Determined / Eric Silverstein's insight:

Powerful #Brands vs #Customer #Relationship - which one is more important?


"Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.


As Peter Drucker said, well before the advent of the information age, the sole purpose of a business is to create a customer. It’s clear that brand building will only go so far."


How is your favorite brand building a relationship with you - the loyal customer?

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Arielle Monnerot-Dumaine's comment, April 30, 2015 4:34 AM
Little thinks count a lot : A simple "Thank you", an effort from the staff to remember something something about me
Eric_Determined / Eric Silverstein's comment, April 30, 2015 5:33 PM
Thanks Arielle, Ravi, Fabrizio and others for sharing your insight. A simple Thank You is a great way to start building a customer relationship :)
Jon Dodson's curator insight, May 4, 2015 11:43 PM

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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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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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3 Elements of a Remarkable #Brand

3 Elements of a Remarkable #Brand | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Sean Womack shows why purple cows may not be your best approach, although for Milka lovers, it's another story :)


3 key deliverables for a successful brand:


1) Meaningful to your customer

2) Unique from your competitors

3) Deliverable by your company


Do you have a brand in mind that follows the purple cow syndrome?

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Can You Guarantee Your #Customer #Experience?

Can You Guarantee Your #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Should companies offer brand guarantees for their products and services - instead of brand promises? Or is the better question, why don't they?
Eric_Determined / Eric Silverstein's insight:

The difference between #brand promise and brand guarantee



"If you commit to a flawless customer experience, with consequences for falling short, will you be more apt to deliver said experience?


Will customers be more inclined to interact with you?"


My answer Annette is Yes and Yes. How about you?


P.S. What do you think of this Pet Store ad from the U.K.?

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Sunday Jones's curator insight, August 4, 2014 3:57 AM

Ah, yes, the guarantee. Whether it's for a resume company that promises you'll get a job in 45 days or your money back, or that you'll CRUSH your competition by being an aggressive nuisance pestering potential interviewers, the idea of a guarantee is...shall I say annoying?

 

The problem is, we know better. We know that we can't lose 10 pounds in 3 days unless there's a serious illness involved. We know that buying tons of real estate for free is as unlikely as finding a big bag of money on the street.

 

I'm not sure what the solution is, but I do know that the charms of the snake oil salesmen should be challenged.

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What Great #Brands Do!

"Your brand can’t just be a promise; it must be a promise delivered." and other principles about brand-building from the bestselling book, What Great Brands Do…
Eric_Determined / Eric Silverstein's insight:

Denise shares key principles and quotes on successful brands.

 

Which one is your favorite?

 

Valuable lessons for your business.

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Which Comes First, Business or Brand?

Which Comes First, Business or Brand? | New Customer - Passenger Experience | Scoop.it
We’ve all heard the query, ‘Which came first, the chicken or the egg?’ I don’t know the answer (my guess is the chicken) but lately I’ve been contemplating a different query, “What should come first, your business or your brand?” Let me explain what I mean. By “business”, I’m referring to all the business operations required to …
Eric_Determined / Eric Silverstein's insight:

What is the key difference for your business vs your competitors?


Of course if you were the first one to come out with a new and unique product or service, your business would need to deliver, but it is your brand / customer experience that will deliver true loyalty and results for your business.


Share your latest experience?

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#Infographic - How #UGC is boosting Sales!

#Infographic - How #UGC is boosting Sales! | New Customer - Passenger Experience | Scoop.it
If you do online retail, you probably know all about SEO, SEM and other acronyms. But how about UGC: user generated content? UGC might be a good way to allow your own customers to make pitches to new ones about your products. The folks at Offerpop have put together an infographic pull of ideas, such […]
Eric_Determined / Eric Silverstein's insight:

Your #Marketing efforts should include your customer's generated content related to your brand and their experience with your brand.


You will be surprised by the results!  


What are your thoughts?

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Heike Bedrich's curator insight, May 30, 2014 4:28 AM

This topic should get more attention by advertisers. Recommandations are a P2P Business. I'm sure UGC will be more important in future. 

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#Brands Need to Stop Trying to Play Hero!

#Brands Need to Stop Trying to Play Hero! | New Customer - Passenger Experience | Scoop.it
Illustration: Miguel Montaner Did you ever know that you’re not my hero? There. It had to be said (or sung). Consider this amusing yet pertinent disconnect in the spirit of helping brands with positioning. One of the biggest mistakes brands make in storytelling is to play the role of the hero.
Eric_Determined / Eric Silverstein's insight:

"What’s making the brand-as-hero approach less effective?


Consumers.


They’ve become more sophisticated, resourceful and now have higher expectations. Any intent to control them may be received as arrogance and is unlikely to pass through their acceptance filters. But when your goal becomes participation, rather than control, the hero is more likely to let you into his world and his story.


You can start by focusing on efforts that rotate your brand from being push-driven and brand-centric (brand as hero) to being experience-based and consumer-engaging (brand as mentor)."


What are your thoughts on this last statement?


It's all about #CustomerExperience.

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Why Xerox Rocks!?

Why Xerox Rocks!? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

While the article may first focus on Content Marketing, the key lesson is the positioning of Xerox:


- Having an authentic brand that starts from the inside and moves outward. Your client-facing brand should mirror your internal brand.


- Getting clear on your purpose—your real purpose. As Carone says in the interview: “Our purpose was never making copiers. Our purpose was helping people share information.”


- Encouraging employees to get on social media. If you’ve got a company full of people who are passionate about your products, get them online. As Carone says, “Years ago, we put out a set of social media guidelines…and they weren’t meant to be restrictions, but encouragement.”


One key lesson for businesses relates to the second point. Apple like Xerox could have been seen as a manufacturer of technology, but instead they are focusing on the customer experience with the products they offer.


Share your thoughts?



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3 Simple Ways To Tell A Better Brand Story

3 Simple Ways To Tell A Better Brand Story | New Customer - Passenger Experience | Scoop.it
A brand story evolves over time and is a result of doing many things well. There are still opportunities to start telling a better story today. Here are 3 things to get you started.
Eric_Determined / Eric Silverstein's insight:

"You can’t tell a great story unless you know who you are telling it to."


Key insight shared by Bernadette Jiwa #Storytelling


Word-of-mouth / testimonials are your greatest advocacy tools, empower, value and reward your customers for sharing their experiences, which ultimately become your evolving brand story.


Share a recent brand experience, and how their brand story evolved over time?

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Want Brand Engagement? Build Your Community

Want Brand Engagement? Build Your Community | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Companies are building online communities that promote meaningful dialogue, which in turn enhances product innovation, sales and long-term marketing.


3 recommendations to #community building:


1) Get creative with how you draw people into the community


2) Gather valuable #data & insights


3) Weave #customer #journeys throughout the community #experience



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Do Your Customers Know Your Brand Promise?

Do Your Customers Know Your Brand Promise? | New Customer - Passenger Experience | Scoop.it
Create a brand that attracts AND keeps customers… with a little help from our world-class contributors in this issue of Brand Quarterly. A primetime radio host sharing insights from Gene Simmons, Barbara Corcoran and Kevin Jonas, right through to highly respected experts discussing creativity, leadership, ROI, customer service, influencers, tightropes, guardians and zombies - yes, even zombies! That’s what’s in store for you within this issue’s digital pages - and more...
Eric_Determined / Eric Silverstein's insight:

"Customer Partnership is #Loyalty on Steroids"


Shep Hyken shares valuable insight in this Brand Quarterly article (page 28 to 31). Let me know if you have trouble accessing the online magazine.


"Simplify your #brand promise, then work on building your #customer partnerships.


A business needs to meet its customers needs, at the same time create a human connection that endears the customer to their business.


If your customer perceptions are in line with your brand promise, you have taken a major step toward meeting and exceeding their expectations, and earning their loyalty - ultimately their ownership of your brand promise"


Which one is your favorite brand promise quote?

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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, 2015 4:15 AM

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

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How to have a Human moment with #Customers!?

How to have a Human moment with #Customers!? | New Customer - Passenger Experience | Scoop.it
While technology alone can’t produce great marketing, great marketing today depends on the strategic use of technology and data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value.
Eric_Determined / Eric Silverstein's insight:

"While #technology alone can’t produce great #marketing, great marketing today depends on the strategic use of technology and #data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value."


Do you agree?


As you identify your customer journey, implement solutions at every touchpoint, learn and adapt, you can then focus on delighting your customers every chance you are given.

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Darcy Bevelacqua's curator insight, December 4, 2014 11:59 AM

Data and customer insight combined with journey mapping help you get insight into the ways you can add value for your customers.

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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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How do you impact #Customer #Experience on a small budget?

How do you impact #Customer #Experience on a small budget? | New Customer - Passenger Experience | Scoop.it
Lack of resources is no excuse NOT to improve customer experience. Stop looking at the big picture and start chipping away at the little things. Small victories lead to big wins! You can get started right now.
Eric_Determined / Eric Silverstein's insight:

Don't ever forget that your #customer #experience needs to involve your #employee experiences too.

 

Jeannie is absolutely right that what may seem as small stuff can have a big impact for clients or customers.

 

Share your recent experience of a small change made that had a positive impact for you or the brand?

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The Ever-Changing #Customer #Journey

The Ever-Changing #Customer #Journey | New Customer - Passenger Experience | Scoop.it
It wasn t that long ago that when companies talked about the customer journey...
Eric_Determined / Eric Silverstein's insight:

Companies / Brands need to continuously evolve, as the consumer expectations do too.

 

You need to offer the right experience through different touch points since the #customer journey is no longer linear as shown on the sample image.

 

Engage and understand what your customers are looking for, then make sure everyone within the organization are on board and work together in delivering the best #experience. 

 

Share your latest experience where a #brand is delivering across all touch points or is stronger in one area but lacking in another?

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Paulo Duarte's curator insight, July 30, 2014 3:58 PM

Customr Journey

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Does #Gamification Drive Results for Your Brand?

Does #Gamification Drive Results for Your Brand? | New Customer - Passenger Experience | Scoop.it
Gamification is being redefined in the marketplace. Back in 2011, I attended an Epsilon loyalty event in which Amy Jo Kim, game designer and co-founder of Shufflebrain, was the keynote speaker. Kim defined gamifcation as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.”
Eric_Determined / Eric Silverstein's insight:

Important fact: 84% said they would actually spend more with retailers that offer points for activities other than spending.


What is your latest experience with gamification?

 

Do you agree with the results?

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Relationship Economics

Relationship Economics | New Customer - Passenger Experience | Scoop.it
'Everyone talks about building a relationship with your customer. I think you build one with your employees first,” says newly appointed Senior Vice President of Retail at Apple Angela Ahrendts.

The more you invest in terms of genuine listening, sharing and engagement, the more likely it is that your
Eric_Determined / Eric Silverstein's insight:

Relationship Economics - #Data is clear in @briansolis @LinkedIn @slideshare

 

The importance of effective and honest communication with your employees - they are a direct extension of your brand!


Do you agree?

 

 

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#Marketing Lessons...

#Marketing Lessons... | New Customer - Passenger Experience | Scoop.it
Exciting content beats advertising gimmicks.
Eric_Determined / Eric Silverstein's insight:

In today's Digital Age, it's important to have a clear brand mission, and while many may focus on grabbing attention via bold campaigns, the real success is on companies that know how to hold attention of their customers!


What are your thoughts?

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The Economics of Product Placements - ask @ray_ban @heineken @007 if they liked it!?

The Economics of Product Placements - ask @ray_ban @heineken @007 if they liked it!? | New Customer - Passenger Experience | Scoop.it
75% of all network TV shows now feature product placements. Movies, music, and video games aren’t far behind. We explore the future of entertainment, brought to you by Volkswagen.
Eric_Determined / Eric Silverstein's insight:

John provides a thorough review of the economics behind product placements and traditional advertising. When it started and where it's heading.


Get used to it, brands are looking to continue building on that viewer experience. The difference now is that social media channels, second screen content and other solutions provide greater ways to engage and measure success of a campaign.


Classic examples like @BMW with @007 or @ReesesPBCups with #E.T.


Which film or TV Show have you noticed a lot of product placement? 


Has any one film or TV show lead you to purchase an item?


Share your experience?

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Brett Reid's curator insight, October 2, 2014 3:52 AM

Television shows are fast becoming filled with product placement,  this article states 75 %  of all network shows feature product placements. This article gives figures on the benefits of product placement in famous movies and television shows.  It's mutually beneficial for the marketer and the show/movie as  its a means of using celebrities to endorse their products and  it brings a sense of realism using products people know and can relate to. 

Eric_Determined / Eric Silverstein's comment, October 2, 2014 6:20 PM
Thanks Matthew for adding your valuable comment to the discussion. It's great to see the topic being discussed and shared with further insight across Jacques, Rebecca, Rolando, Olivia, Saina and Brett. Stay engaged and welcome everyone's participation!
Payton Cox's curator insight, October 6, 2014 12:47 AM

This article discusses the economics behind product placement, when it started and where it is heading. Today, we have so much power over television advertising through ‘zipping’ and ‘zapping’ therefore, marketers have to advertise content through mediums consumers are actually interested in. When products are naturally inserted into the story lines of our favorite shows we often do not even recognize it as advertisement therefore, it is often more affective.