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:
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How To Become Customer Obsessed!

How To Become Customer Obsessed! | New Customer - Passenger Experience |
Forrester's new report, “A Customer-Obsessed Operating Model Demands A Close Partnership With Your CIO,” dives into the actions you must take to accelerate your journey to customer obsession.
Eric_Determined / Eric Silverstein's insight:


To accelerate your journey to customer obsession, here are the 4 key areas shared between CMO & CIO:


1. People

2. Process

3. Technology

4. Metrics


PEOPLE - Given the rate of technology change, the only thing that is certain about your customers’ expectations next year is that they will be different from today. This is the reason you need close partnership and collaboration across the entire organization.


PROCESS - To begin your journey, adopt a business capability focus, mapping today’s capabilities to the overall customer life cycle. Then prioritize investments that best address the outcomes your customers most value.


TECHNOLOGY - Successful leaders look at customer value from the outside-in—first understanding the outcomes the customer desires, and then building the technology that the business needs to continuously meet those evolving needs.


METRICS - Sharing KPIs that measure the outcomes you deliver to your customers focuses everyone on the right things.


What is your organization implementing to stay aligned with your customer desires and expectations? 

Richard Bradley's curator insight, May 25, 7:55 AM

The impact of Technology on the customer experience - becoming customer obsessed

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Embracing the rise of the technical CMO

Embracing the rise of the technical CMO | New Customer - Passenger Experience |
Marketing is becoming one of the most technically complex functions in business today. So it comes as no surprise the requirements for the role of the CMO are evolving. Being “tech savvy” is no longer enough. The understanding of difficult marketing functions must be part of the CMO’s DNA. Creativity is vital too – but the best CMO’s embody a fusion of artistry and digital mastery.

Redefining the role of the CMO

It’s time to redefine the role of the CMO! The next generation should blur ...
Eric_Determined / Eric Silverstein's insight:

Do you agree that standing still in today's environment will leave you in the dust of your forward thinking competitors?

Key areas addressed:

- Combine creativity and technology

- Understand data

- Company cohesion

- Multiple customer strategies

Gartner predicts that by 2017, CMOs will spend more on IT than CIOs. 67% of marketing departments plan to increase their spending on technology-related activities over the next two years. Gartner goes as far as redefining the title of the CMO to a Chief Marketing Technologist. Gartner claims the CMT’s role is to align marketing technology with business goals.

A technical CMO needs to filter the brand ethos into all departments, and right through the customer journey.

As Corrine Sklar, CMO @Bluewolf said, ‘Tomorrow’s CMOs are harnessing all available data across digital silos, giving their customers the intimacy they require and maximising each interaction.’

The new generation of CMO's must understand that all data is not created equal. From experience they know which indicators move the needle. Not all numbers matter.

The technical CMO will test which methods are most effective and then build strategies to improve on failures. #Omnichannel is the Holy Grail, where a brand can fluently communicate with customers across a host of devices and platforms.

The CMO is under more pressure than ever before to make brand-changing decisions and be the flag bearer for a brand’s technical revolution. The industry must embrace artistry and digital creativeness, and welcome the rise of the technical CMO.

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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | New Customer - Passenger Experience |
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...
Eric_Determined / Eric Silverstein's insight:

Would you agree that Predictive Analytics is a continuously evolving target?

Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.

It's great to see these latest examples across top brands, and the results in:

- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time

Share your thoughts.

Roberto Nocera's curator insight, September 24, 2014 3:44 AM

the new frontier of customer satisfaction #cxm

Mike Ellsworth's curator insight, September 25, 2014 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.


Via @Eric_Determined

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Technology Isn’t The Only Answer to Digital Disruption

Technology Isn’t The Only Answer to Digital Disruption | New Customer - Passenger Experience |
What’s the difference between disruptive tech and that of emergent or innovative technology?
Eric_Determined / Eric Silverstein's insight:

Brian Solis shares his "Wheel of Disruption"

"Companies that “get it” and invest more in learning about their digital customers’ behaviors, preferences, and expectations will carry a significant competitive advantage over those that figure it out later (if at all).

Instead of technology becoming the solution, it instead represents an enabler to do something greater!"

Which company delivers the right experience for you, uses your data wisely?

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How Customer Obsessed Will You Be in 2016?

How Customer Obsessed Will You Be in 2016? | New Customer - Passenger Experience |
The key to success in 2016 will be a relentless focus on customer obsession, writes Forrester's Carrie Johnson Fanlo. Here are some critical success factors.
Eric_Determined / Eric Silverstein's insight:

"Personalization is the first critical success factor in the customer journey


Your customers expect that each encounter with your brand will be informed and enriched by current and accurate information about their accounts, history and preferences. They will reward you if you can anticipate their personal needs and wants -- and will punish you if your systems and processes lead to a clumsy understanding of customer details at each encounter.


Insights are your competitive weapon


Hyperadoption of data-generating devices and products have left firms -- both B2C and B2B -- drowning in data, but starving for insight. Yet, this data hold the keys to the personalization kingdom."

How customer obsessed will your company become in 2016?

Martine Coutu's curator insight, November 5, 2015 9:22 AM

Le client 2016 s'attendra de plus en plus à une expérience client exceptionnelle. C'est un client qui s'attend à être reconnu (son historique d'achats) , compris et conseillé dans les règles de l'art.


Êtes-vous prêt pour LUI?

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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | New Customer - Passenger Experience |
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?
Eric_Determined / Eric Silverstein's insight:

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:

1) Access

2) Navigation

3) Payments

Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.

Which functionality would you like to have on your future wearable?

Roberto Nocera's curator insight, October 15, 2014 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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You want to Win - Be #Customer Obsessed!

You want to Win - Be #Customer Obsessed! | New Customer - Passenger Experience |
"The world is changing and it's time to get customer obsessed," Sheryl Pattek, VP & Principal Analyst, CMO and Marketing Leadership Practice Forrester
Eric_Determined / Eric Silverstein's insight:

Sheryl Pattek @Forrester shares:

"We’ve entered the age of the #Customer . We believe we are at the beginning of a 20 year business cycle in which the most successful enterprises will reinvent themselves to systematically serve their customers."

Technology and #Data is enabling greater flexibility to engage, learn and deliver,  is your business ready for the continuous journey with your empowered customers?

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Top 10 Memorable Quotes from the CIO-CMO Forum - Should they merge!?

Top 10 Memorable Quotes from the CIO-CMO Forum - Should they merge!? | New Customer - Passenger Experience |
Yesterday, I attended Forrester’s inaugural CIO-CMO Forum.
Eric_Determined / Eric Silverstein's insight:

Thanks Scott, you were able to capture the key trends. 


In the end, It is all about the #Customer #Experience, and the need for all stakeholders within a company to work together.


Great insight below:


"Because in a world where digital experiences define the majority of touchpoints businesses now have with customers, to win and retain them, to differentiate from the competition, marketing must wield these new capabilities deftly and creatively.

In Sharyn’s opening remarks, she suggested that in this new Age of the Customer, the companies who are setting the bar are Facebook, IBM, Apple. “Customers are much more tech-savvy, complex, and empowered.” Is your marketing ready to compete at that level?


The digital landscape of customer experiences is evolving at a break-neck pace. A big part of the governance of marketing and technology is balancing two truths: (a) there are always new innovations we should be pushing to test and adopt; (b) we can’t do everything, so we have to make strategic choices about what to prioritize. We have to be comfortable managing this dynamic at the redline.

“We don’t know what will make a better customer experience, but we’re data-driven: we constantly test, learn, improve, refine.”

An audience member asked that CMO and CIO duo how they knew what would make a better customer experience. The CMO replied with the above quote.


Experimentation, innovation, iteration, agile practices… these concepts kept recurring throughout the day, from one speaker to the next. The cheaper, faster, easier it can be to prototype ideas and turn to the outside world of the customer for validation (rather than the inside world of the HiPPO), the better companies will be able to thrive in this new Age of the Customer.

Don’t guess, test."


Share your thoughts or experience?

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