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 entertainment, mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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What Motivates Your Customers?

What Motivates Your Customers? | New Customer - Passenger Experience | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.
Eric_Determined / Eric Silverstein's insight:

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

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Mike Donahue's curator insight, April 15, 2016 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Customers want - Always or Delight ?

Customers want - Always or Delight ? | New Customer - Passenger Experience | Scoop.it
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Eric_Determined / Eric Silverstein's insight:

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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BSN's curator insight, April 1, 2016 7:30 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

 

 

JunoPark's curator insight, April 2, 2016 11:27 PM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

Konstantinos Kalemis's curator insight, April 4, 2016 6:53 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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Do You Know Your Customers?

Do You Know Your Customers? | New Customer - Passenger Experience | Scoop.it
It's a lot smarter to make something people want, than it is to rely on tactics that will make them want something you made.
Eric_Determined / Eric Silverstein's insight:

Regardless the type or size of your business, make sure you can answer these 8 key questions:


1. Who needs your product?
2. What problems, frustrations, shortcomings or desires do your product or service address?
3. Why exactly will people pay you?
4. Where will you get your first ten customers?
5. Why will they come back?
6. What’s the story they will tell their friends about their experience of your brand?
7. What other ways might you create value for them?
8. How many customers like this do you need to create a viable business?


Which additional question would you add?

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localbizwiz's curator insight, February 23, 2016 11:32 AM

we can make your Local Business EXPLODE! go here for more info please... https://www.linkedin.com/pulse/make-any-local-business-explode-stephen-l-hall?trk=pulse_spock-articles

Growth Engine Labs's curator insight, February 23, 2016 12:44 PM
In the sales process and even in conversation, the more we learn about our customers, partners and employees the better we can add value to them.
Pantelis Chiotellis's curator insight, February 28, 2016 3:38 AM

8 questions to help you to focus on creating value

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How Social Is Your Brand?

How Social Is Your Brand? | New Customer - Passenger Experience | Scoop.it
In today's connected consumer marketplace, a brand is a fluid idea that is shaped by those who wear it, work for it, buy it, make it, and love it. If you are attempting to create a new brand in this current social environment, here are six imperatives you need to be aware of.
Eric_Determined / Eric Silverstein's insight:

"To build a successful brand, first define its values, purpose and meaning. Then spend every day delivering on those promises and delighting those who believe in you."


Stephenie Rodriguez shares 6 valuable steps to create a social brand.


One imperative I couldn't agree more:


"Ensure that your brand architecture facilitates interactivity and community."


A Brand is no longer what we tell the consumer it is. It's what consumers tell each other it is!

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Your Customers Are Your Brand!

Your Customers Are Your Brand! | New Customer - Passenger Experience | Scoop.it
“Marketing is a (buyer) journey, not a destination”
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Brand Quarterly interview with Pete Krainik, CEO of the CMO Club.


"Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

 

True customer-centricity and meeting your customer at their preference points are the basis of revenue generation that leads to #loyalty and then leads to #advocacy."

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ValPopescu's curator insight, October 7, 2015 1:18 AM

Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

Mery Elvis Mt's curator insight, October 7, 2015 7:42 PM

Si tenemos un negocio, todos somos Atención y Servicio al Cliente 

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Fifty Shades of #Branding

From building brand authority to dominating the market, what does it take to manage your brand in today’s modern world? In this safe-for-work eBook, find best …
Eric_Determined / Eric Silverstein's insight:

• 65% of audiences are visual learners. —Mind Tools

 

• 92% of consumers trust brand advocates. —Nielsen


Share your favorite stat.


Now the other question is whether you went to see the movie....

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2015: #SocialMedia Marketing Trends

2015: #SocialMedia Marketing Trends | New Customer - Passenger Experience | Scoop.it
Now that 2015 is upon us, it's time to examine what social trends we should be on the lookout for. Here are a few of the most interesting predictions that we ran across.
Eric_Determined / Eric Silverstein's insight:

Irfan highlights 5 key trends.


Do you agree that visual stories are more powerful?


Are you enabling your customers to engage across multiple social channels?


Share your vision on how you see social media trends for 2015.

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Lessons from @LEGO_Group on how to build Social Value!

Lessons from @LEGO_Group on how to build Social Value! | New Customer - Passenger Experience | Scoop.it
The Great Wall of China wasn’t built in a day, it was built brick by brick. Although it’s hard to imagine how Lego; a century old toy that evolved from tiny wooden playthings into a titanic market of plastic building bricks, one must surely wonder what is that makes the company tick. An interesting observation …
Eric_Determined / Eric Silverstein's insight:

An interesting observation made about Lego was that they made it clear in the early stages that they were not in the toy-selling business but they were instead, in the business of imagination.

As a result, Lego successfully harnessed the magical power of effective story-telling communicated through multiple channels and it all begins with simple yet engaging conversations with their consumer base.


The reason why most brands are struggling with the core key concepts of social value are addressed elegantly below:

“You have to redefine your perspective of how the world works now and one way is to begin with the simple concept and nature of bricks which requires an investment of effort and hard work. Being open and transparent are the underlying key themes in placing them together and if you don’t, it’s only a matter of time until someone sees it through.”

“And if the bricks do fall, you start all over again. You just have to remember why they collapsed in the first place.”


Great lessons from Lars Silberbauer, do you agree?



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No Brand Is Your Friend

Inspired by the the work of Alex Noriega (http://www.snotm.com/) and Banksy's take on advertising (http://banksy.co.uk/) some random thoughts about brands an...
Eric_Determined / Eric Silverstein's insight:

A visually engaging and provocative way to look at branding, but at the end of the day, it's all about what YOU Like, and brands understand it's about the #Customer #Experience. 


Do YOU agree?

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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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Roland Alston's curator insight, February 18, 2014 8:26 AM

Good read on how and why the strength of brand loyalty begins with how your product makes people feel. Take five and check it out...

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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The #Collaborative #Economy - latest developments

The #Collaborative #Economy  - latest developments | New Customer - Passenger Experience | Scoop.it
There’s an event going on today at Union Station in Kansas City, Missouri called The Resilient Summit.  It is described as an examination of the “Collaborative Economy,” which is being called  “a key trend that’s redefining established business models, empowering consumers and driving the next phase of social.”   How can [...]
Eric_Determined / Eric Silverstein's insight:

Collaborative Economy brings new opportunities and challenges for brands.


Share your thoughts?

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Building #Customer Relationships in 4 Steps

Building #Customer Relationships in 4 Steps | New Customer - Passenger Experience | Scoop.it
In order to set up and manage your relationships with individual customers, you have to accomplish four basic things:
Identify customers individually.
Eric_Determined / Eric Silverstein's insight:

The customer experience involves internal steps through customer insight/data gathering, which then requires operational commitment and training in order to properly engage with your customers. 


Share your experience on how those 4 steps have been implemented at your company?


Which brand experience you were most impressed with in 2013?



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Debra Walker's curator insight, January 6, 2014 3:11 PM

I love that these concepts can also apply to those who are working with internal customers as well.  Often times I see that there is more of an effort to practice these 4 steps externally without recognizing that a "captive" internal audience deserves the same consideration and care.

Paris Stephane's curator insight, January 6, 2014 3:23 PM

Important dans une démarche Customer centric

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The Absolutely Ideal #Customer #Experience is NO Customer Experience!?

The Absolutely Ideal #Customer #Experience is NO Customer Experience!? | New Customer - Passenger Experience | Scoop.it
Companies all over the world are scrambling to try to improve their “customer experience.” Executives appoint Customer Experience Managers, they share their findings at customer experience...
Eric_Determined / Eric Silverstein's insight:

Don took a bold stand and is absolutely right when he states: "Good customer experiences generate less friction, and the best customer experiences are frictionless."


But as you read the comments at the end of the article, you start to understand the misconception of the true role and focus of a customer centric business.


Joanne Filancia, who just finished her master’s degree in International Business Communications from Copenhagen Business School puts it best:


"It's about offering a seamless experience!


This can only be achieved if the organization consistently meets the customer at eye level, provides experiences that are coherent with the product or brand, in a pleasant environment and with the assistance of polite and knowledgeable personnel who understand the level of engagement the customer requires. Furthermore, organizations that actively work to improve their customer experiences are those that have moved away from the idea that they are doing customers a favor by providing goods and services, to appreciating the fact that it is the customer who is providing them with the resources to stay in business. Enhancing customer experiences is simply a way of demonstrating respect for the customer and appreciation for their patronage, and with today’s demanding and discriminating consumers, businesses cannot afford to ignore the way they provide and manage them."


It's about recognizing the engagement level your customer would expect , and that without your customer's business you would have NO business!


I value the level of engagement this article created, share your thoughts, especially after reading some of the additional comments.

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Jean-Marc Bellot's curator insight, December 21, 2013 10:31 PM

Excellent article. Even though there may remain some confusion between the notion of "customer experience" and the one of "buying experience".

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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | New Customer - Passenger Experience | Scoop.it
The first step in exceeding your customer's expectations is to know those expectations. -Roy H. Williams
Eric_Determined / Eric Silverstein's insight:

"Expectations are funny things:

 

  • Customers have them, but they are not in control of them, not in control of the outcomes.
  • Customers have them, but companies must know them and understand them.
  • Companies set them (brand promise, service delivery, documentation, etc.), yet they have trouble delivering against them (consistently)."

 

Check the great interview that follows with Annette Franz & Stan Phelps

 

Next steps for your #CX - 3D from Stan Phelps:

1. Discovery

2. Designing

3. Deployment

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Most Brand Stories - Are You Ready To Standout?

Most Brand Stories - Are You Ready To Standout? | New Customer - Passenger Experience | Scoop.it
Start what the marketer needs to say, not with what the customer wants to hear.
Eric_Determined / Eric Silverstein's insight:

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Samuel Pavin's curator insight, March 29, 2016 3:07 AM

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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What The Best Brands Will Do in 2016!

What The Best Brands Will Do in 2016! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

What will you implement from the lessons shared by Andreas von der Heydt?


It's important for leaders to understand these new challenges and opportunities, then adapt their organization to better anticipate the demands and expectations of their customers, while empowering their employees with greater tools that will simplify their communication and service/product capabilities.


The more agile your organization becomes, the more responsive you can be to your customers.


Wishing everyone a safe and successful 2016!

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Is Your Brand Experience Personal?

Is Your Brand Experience Personal? | New Customer - Passenger Experience | Scoop.it
How can we lead if we are looking down?  We cannot.  Leaders must look up.  Leading individuals and organizations who look up and ahead almost always have a strong brand.  So, let us focus on the word brand and how ...
Eric_Determined / Eric Silverstein's insight:

"A brand can be defined as the sum total of key ideas, emotions, and perceptions that are communicated to your audience and associated with you or your organization’s work. 


Ryan developed a newly revised BRAND acronym:


Baseline of our Reputation - Attributes - Name - Distinctiveness


Baseline is a “starting point” used for comparison.  Reputation is all you or your organization stands for; Attributes are the characteristics others use when describing you; your name suggests something (good, bad, or indifferent) when a person hears it; and your Distinctiveness answers the question, “So what?  Why you?  What makes you different or unique?”


To that end, successful individuals and organizations work hard to develop their brands through effective communications.  Always remember that building a strong, recognizable, and reliable brand takes time, effort, and commitment.  It requires a deliberate, purposeful, and intentional leadership strategy.


Such consistency in strategic branding pays off with brand loyalty – one of the most valuable assets any person or organization can have.


Moreover, develop a PACT mindset (P = Passion; A = Authenticity; C = Creativity; T = Trust) as it pertains to your brand. 


So the question is not whether we have a brand or not, because all individuals and organizations have a brand.  Instead, the question is, what do we do with our brand?  A person buys from another when he or she feels authentic passion fueled with creativity that is built on trust. Any strong brand is built on mutual trust. "


Share your favorite brand experience...





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Should you promote the benefit of your brand or the feature?

Should you promote the benefit of your brand or the feature? | New Customer - Passenger Experience | Scoop.it
A product benefit is an abstract claim that might not resonate with a consumer, writes Al Ries. A killer product feature, on the other hand, is gold.
Eric_Determined / Eric Silverstein's insight:

Should you promote the benefit of your brand or the feature?

As Ted Levitt said, "People don't want a quarter-inch drill. They want a quarter-inch hole."

Al Ries shares great examples across multiple brands, from BMW to Burger King, Dove to Geox shoes.

You need to be memorable and establish the right emotional connection.

With visuals worth a thousand words, which brand does it well, or poorly?


The best customer experience is about removing all frictions and making it easy for customers. Should brand messaging be simplified? As Al Ries recommends, "bring your ideas down to earth".

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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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#Branding by Guy Kawasaki

In the real world, you don’t have infinite resources; you don’t have a perfect product; and you don’t sell to a growing market without competition. You’re al...
Eric_Determined / Eric Silverstein's insight:

"Brands are built on what people are saying about you, not what you are saying about yourself!"


What are your thoughts on the above statement?

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What is the formula for #ROI on positive #CustExp?

What is the formula for #ROI on positive #CustExp? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Kerry highlights the importance of #CustomerExperience.


Not only to retain your customers, but the increased revenue you can anticipate from loyal customers willing to pay a premium for such experience!


Which brand or experience would you be willing to pay extra for?

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Earn your #Customer #Loyalty by bringing them to tears!?

Earn your #Customer #Loyalty by bringing them to tears!? | New Customer - Passenger Experience | Scoop.it
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is Procter and Gamble (P&G). Procter and Gamble (P&G) understands the importance ...
Eric_Determined / Eric Silverstein's insight:

#Emotions play an important role within the overall #Customer #Experience with your brand.


Check earlier Scoop article from Jan 30th: 

Emotion IS The #Experience - #Infographic


Share your experience, and your thoughts on the P&G ad campaign.

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Debra Walker's curator insight, March 6, 2014 2:44 PM
Connecting to the emotion is absolutely a key to connecting with the customer. Beauty products, as an example, are not sold based on the technical compositions unless there is a link to the emotions of why those ingredients are important - attaching to the values and emotions of the consumer. Similarly - and unfortunately - there is also still a prominence of branding that is associated with connecting with another emotion - fear. Which moves me to tears but for other reasons.
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What Does Your #Brand #Sound Like?

What Does Your #Brand #Sound Like? | New Customer - Passenger Experience | Scoop.it
The unrealized marketing advantage of audio.
Eric_Determined / Eric Silverstein's insight:

With so many companies looking for ways to differentiate their brands, audio is one area that deserves greater attention.


Great samples provided by SNCF, how it impacts the #CustomerExperience.


You would not forget the "inside Intel" sound.


Share your favorite brand that uses audio?

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Get ready to "buy Beckham" via Remote Control!?

Get ready to "buy Beckham" via Remote Control!? | New Customer - Passenger Experience | Scoop.it
H&M plans to air a 30-second Super Bowl spot starring David Beckham that will let viewers with certain Samsung smart TVs use the remote control to buy products.
Eric_Determined / Eric Silverstein's insight:

New technologies are permitting brands to engage further and through new channels.


This latest campaign from H&M will be watched by over 100 million viewers, therefore Delivery Agent will be keen to showcase their technology.


If the right product is offered while watching TV, would you be willing to purchase?


What are your thoughts on the Beckham bodywear and offer to purchase during the Superbowl?

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Lessons in #Customer #Experience

Lessons in #Customer #Experience | New Customer - Passenger Experience | Scoop.it
You have to love the bar, restaurant, and hospitality industries. While we believe that every business benefits from giving customers a
Eric_Determined / Eric Silverstein's insight:

Jon Taffer shows why it's all about the #Customer Reaction.


He has four rules for making the best decisions when it comes to managing customer reactions:

  1. Everything we do is part of a process, never a result.
  2. Every business process, step, or communication must create a positive customer reaction each and every time.
  3. That reaction is the product.
  4. Any business, no matter what it is, lives or dies by the customer reactions it creates.
He provides in-depth analysis, share your thoughts.
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