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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
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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, 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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Jacques Dupeyroux's curator insight, August 19, 11:18 PM

Product placement is very much a competition where big name brands battle to see their product get the position for example Ray Ban in the film Risky Business with Tom Cruise. Multiple big name sunglass companies wanted to gain the agreement for this film but only ray ban got it, but at a generous price. To engage in the best of product placement you have to have the funding behind it to secure your brands spot.

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Moët & Chandon's global photo contest fuses brand image with celebration - Luxury Daily - Multichannel

Moët & Chandon's global photo contest fuses brand image with celebration - Luxury Daily - Multichannel | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

It's important for Brands to engage their customers.

 

Here is an example of Moet & Chandon using social media channels for customers to share their success stories via photos. In return, weekly drawings take place.

 

Roger Federer certainly enjoyed a stellar career, would he be the person you would have chosen as your brand ambassador?

 

I like the brand association to "Success", looking forward to learn more on the response rate of the campaign.

Share your thoughts. 

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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, 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, 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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