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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 - Latest venture - mobile, visual and social engagement.
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Customer Experience for the Future: 5 Keys

Customer Experience for the Future: 5 Keys | New Customer - Passenger Experience |
every job has a stewardship to customers’ well-being. If not, why fund it?
Eric_Determined / Eric Silverstein's insight:

Every job and function in your organization has a stewardship to customers’ well-being. If not, why fund it? 


Lynn shares 5 key areas to #customer #experience future:

1. Context

2. Outside-In

3. Patterns

4. Collaboration

5. Momentum

Tomorrow, more details on Context...

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Building Repeatable #Customer #Experiences

Building Repeatable #Customer #Experiences | New Customer - Passenger Experience |
The Chief Customer Officer must embed two new competencies inside the operation: 1.) Customer Experience Reliability and 2.) Customer Experience Improvement/Innovation. For the customer experience ...
Eric_Determined / Eric Silverstein's insight:

@JeanneBliss shares key insight for your company:

1. Customer Experience Reliability

2. Customer Experience Improvements/Innovation

3. Collaboration

How close is your company to meet all 3?

Cathy Matthews's curator insight, April 28, 2014 10:02 AM

To create a consistently great customer experience, collaboration between all appropriate business partners is vital.  "Consensus needs to be agreed upon regarding how the organization will unite the silos."  Good advice and one of the keys to success.

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#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | New Customer - Passenger Experience |
Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today. Knowing who your customers are and having a view of products and inventory across channels are the basic requirements to delivering exceptional customer experiences across channels and touch points.

This is not a project. A business transformation is required to empower people to deliver omnichannel customer experiences. The executive team needs to drive it and align compensation and incentives around it. A collaborative cross-functional approach is needed to achieve it.

Omnichannel depends on customer-facing teams such as marketing, sales and call centers to have access to a total customer relationship view based on clean, consistent and connected customer, product and inventory information. This is the basic foundation needed to deliver seamless, integrated and consistent customer experiences across channels and touch points and improve their effectiveness.
Eric_Determined / Eric Silverstein's insight:

“Customers don’t think in terms of channels and touch points; they just expect seamless, integrated and consistent #customer #experiences"


What are the challenges you face to offer a true omnichannel experience?

Great quote from Chris Brogan @ Hyatt:

"Our competitive differentiation comes from knowing our customers better than our competitors"


Michelle Batt's curator insight, March 17, 11:40 AM

Totally agree. #CX is NOT a project - it's about transformation. Driving the entire organization to know customers well and collaborating across business units to deliver the experience through desired channels. It won't work if everyone stays in their "own silo." Also love the Hyatt quote at the end!

Darcy Bevelacqua's curator insight, March 17, 12:16 PM

the most important part of the business transformation is educating customer facing employees and enabling them to do a superior job by consolidating the information they need in one place. Your organization needs to know their customer's better than the competition and serve them utilizing that knowledge. 

Guislain d'Hauteville's curator insight, March 18, 10:55 AM

According to a recent report, Gartner’s Executive Summary for Leadership Accountability and Credibility within the C-Suite, a high percentage of CEOs expect CMOs to lead the integrated cross-functional customer experience....

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Collaboration in 2014: 10 Predictions

Collaboration in 2014: 10 Predictions | New Customer - Passenger Experience |
Networked organizations, personalization and customization, development of collaborative reputations: these trends and more that I predicted for 2013 will still hold true for 2014.
Eric_Determined / Eric Silverstein's insight:

David shares valuable insight and highlights key new companies to consider. He shows how collaboration will play a critical role in 2014 and beyond.

Share your thoughts on some of the predictions, and which one may have a bigger impact for your business?

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