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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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | New Customer - Passenger Experience | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.

Eric_Determined / Eric Silverstein's insight:

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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Sue Duris's curator insight, August 24, 6:08 PM

Loved this post because I have always touted that great employee engagement drives great customer experience which drives strong corporate growth.

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Leading Change - The What, How & Now

Leading Change - The What, How & Now | New Customer - Passenger Experience | Scoop.it

“Loss is nothing but change and change is nature’s delight.” – Marcus Aurelius.

 

No matter where you look today, it seems as though once mighty organizations are tumbling down on a routine basis.  Think Compaq, Circuit City, Borders, Blockbuster, and more.  No industry is immune.  Be it automakers, microchip producers, ride-sharing providers, or leading retailers, organizations are failing at an accelerated rate.

 

So what’s behind this relentless pattern of disruption and destruction?

Eric_Determined / Eric Silverstein's insight:

How will your business keep up with changes?

John Michel provides 5 key recommendations.

I can't stress enough the importance to communicate early and often across the entire the organization.

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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | New Customer - Passenger Experience | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.
Eric_Determined / Eric Silverstein's insight:
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
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The Secret To Online Community Success

The Secret To Online Community Success | New Customer - Passenger Experience | Scoop.it

 

You wouldn’t begin building a house without architecture and design in place.  But that’s what many companies do when they decide to build a branded online community.  They select a technology platform and quickly move to the implementation stage without ...
Eric_Determined / Eric Silverstein's insight:

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

  1.  Who Will The Community Serve?
  2.  What Is That Audience’s Pain Point?
  3.  How Can An Online Community Make The Pain Go Away?
  4.  What Kind Of Community Should I Build?
  5.  Do We Have The Community Building Characteristics We Need To Succeed?
  6.  How Will We Generate Content?
  7.  How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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Samuel Pavin's curator insight, March 14, 2:14 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

Francesca Adinolfi's curator insight, March 15, 4:53 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

ismokuhanen's curator insight, March 22, 7:58 PM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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How To Contribute Value To Customers...

How To Contribute Value To Customers... | New Customer - Passenger Experience | Scoop.it
Jon Husband, author of Wirearchy, put it in other words. Companies need to decentralize information and control. Using his definition of Wirearchy: “a dynamic two-way flow of power and authority based on knowledge, trust, credibility and a focus on results, enabled by interconnected people and technology”.
Eric_Determined / Eric Silverstein's insight:

"We are not, have not and cannot control the environments we operate in. We can design for it, but we can’t control it." - Share your thoughts.


Helge shares valuable insight from his Totem #Aerials15 conference.


"The current practice of management is not aligned to a new world where customers suddenly become an important strategic equal."

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4 Things to Avoid When Building Relationships with Customers

4 Things to Avoid When Building Relationships with Customers | New Customer - Passenger Experience | Scoop.it
The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.-Thomas J. WatsonBuilding relationships with customers once they have put their faith and trust in you is a complicated process. In the end, customers have many choices when choosing to purchase products and services.Remember, they chose you for a reason.Your product or service offerings may be great
Eric_Determined / Eric Silverstein's insight:

“The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.- Thomas J. Watson”

 

4 Mistakes to avoid: 

 

1) Failure to set expectations

2) Over-promising and rarely delivering

3) Ignoring inevitable conversations

4) Putting your needs above theirs

 

Here are great related quotes:

 

“Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.-- Abraham Lincoln”

 

“We show our value and our heart when we face the difficult times with our customers. It is in the low times that our relationships are strengthened for the long haul.”

 

“People don't care how much you know until they know how much you care.  Theodore Roosevelt”


Which one is your favorite? Share others.

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Eric Webb | Marketing Executives Network Group's curator insight, August 14, 2015 7:42 AM
Greta article for any business and really any interaction whether with customers, investors or employees.
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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | New Customer - Passenger Experience | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.
Eric_Determined / Eric Silverstein's insight:

"Although speed is critical to #customer #experience, it’s often #communication, or the lack of it, that really drives customers away."


Whether it's customer facing, or with your employees, communication is key to success, do you agree?


It's about understanding your customer expectations at every #touchpoint of their #journey. Make sure you deliver the right information, level of access and interaction. The easier you make it for your customers, the more positive #engagement you will receive. 

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Darcy Bevelacqua's curator insight, May 19, 2015 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 2015 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 2015 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | New Customer - Passenger Experience | Scoop.it
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…
Eric_Determined / Eric Silverstein's insight:

Top 9 Quotes from Digital executives, which will apply globally!


1. "Good #storytelling in 2015 will be all about what we see"

 

2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."

 

3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."

 

4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."

 

5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."

 

6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."

 

7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."

 

8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."

 

9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."


How do you see the evolution of visual content?


Which statement above do you like best?

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Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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#Customer #Experience Super Powers

#Customer #Experience Super Powers | New Customer - Passenger Experience | Scoop.it
These customer experience super powers can be had by anyone with a desire to fight against bad customer service and it's evil minions.
Eric_Determined / Eric Silverstein's insight:

The fundamentals remain the same, regardless when it was first published. 


Of course technology and #data are providing further tools today, but what other customer experience super powers do you wish you could have?

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What Makes A Company Great?

What Makes A Company Great? | New Customer - Passenger Experience | Scoop.it

Shep Hyken shares the 6 D's to be customer centric

Eric_Determined / Eric Silverstein's insight:

How customer centric is your company culture?

 

Hyken 6 D's :

 

1. Define It

2. Disseminate It

3. Deploy It

4. Demonstrate It

5. Defend It

6. Delight In It

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How to Improve Listening Skills for Customer Growth

How to Improve Listening Skills for Customer Growth | New Customer - Passenger Experience | Scoop.it
Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area Empathy, or your ability to
Eric_Determined / Eric Silverstein's insight:

4 key elements:

 

1) Authority, or your knowledge and expertise in an area

 

2) Empathy, or your ability to connect with others

 

3) Collegiality, or your tendency to collaborate and stay transparent

 

4) Education, or your background and ‘vetting’

 

By improving listening skills you impact 2 key customer experience concepts:

 

  • One-Company Leadership, where there’s alignment and smashed silos and executives are listening to each other and listening to customers

 

  • Alignment Around Experience, where customer experience is viewed as a driving force of financial growth

 

How well is your organization facilitating communication with its customers and employees, in order to better listen, validate and implement the needed changes for future growth?

 

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ROI of Social Media - #SMMW16 Takeaways

ROI of Social Media - #SMMW16 Takeaways | New Customer - Passenger Experience | Scoop.it

Often as marketers when we think about social media we think about things we can put on a spreadsheet; things like reach, likes, shares, engagement and so on. But, the ROI of social media isn’t always necessarily quantitative.

Eric_Determined / Eric Silverstein's insight:

"A lot of times the ROI of social media is qualitative. Meaning, it’s difficult to measure because what you’re measuring in social media is more about the relationships and connections that you make.

 

The reason people choose to share is usually for one of 3 reasons:

 

  1. It’s self identity. Much like picking the kind of car we drive or the coffee we drink, picking the things we share is a way to self identify ourselves.
  2. Acts of generosity and kindness. We share because we are motivated to do something nice for someone else.
  3. A symbol of love and support. Similar to an act of generosity, we share because we want to show our love and support."

 

Share your experience and other takeaways from #SMMW16? 

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Get Personal, It's Business!

Get Personal, It's Business! | New Customer - Passenger Experience | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with
Eric_Determined / Eric Silverstein's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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ismokuhanen's curator insight, March 22, 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Michael Allenberg's curator insight, March 26, 3:37 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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Passionate employees deliver superior CX

Passionate employees deliver superior CX | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

What gives a company its unique identity, its own personality, its ‘secret sauce’ ? 

 

"Engaged employees are loyal and #loyalty, if correctly channeled, leads to increased productivity which, in turn, leads to a better #customer #experience and ultimately improved company performance."


Roddy shares his top 10 employee engagement areas:


1. Company culture

2. Listen to your employees

3. Tackle the issues

4. Communicate

5. Invest in your employees

6. Train and empower your employees to become loyal brand ambassadors

7. Collaboration

8. Work/Life balance

9. Share knowledge

10. And most importantly, say Thank You!


My success overseeing the U.S. operation of a global service company was directly linked to all team members.


What I see as one critical challenge at most companies I've since then consulted for: The lack of clear, ongoing  and open communication.


What are you seeing in your organization? or clients you have worked with?

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Customer Experience for the Future: 5 Keys

Customer Experience for the Future: 5 Keys | New Customer - Passenger Experience | Scoop.it
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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45 Ways to Wreck Your #Customer #Relationships

45 Ways to Wreck Your #Customer #Relationships | New Customer - Passenger Experience | Scoop.it
It's easy to take customers for granted and provide them with poor service. Don't make that mistake.
Eric_Determined / Eric Silverstein's insight:

"You work hard to attract new customers. Why not invest the same effort in retaining them?" By Frank Sonnenberg.


While some points may sound obvious, it's important for businesses of all sizes to really go through Peter's full check list.


Which one is your favorite or you see as being the biggest challenge in your company?

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#Brand #Marketing: Photobomb vs. the Selfie

#Brand #Marketing: Photobomb vs. the Selfie | New Customer - Passenger Experience | Scoop.it
In these digital times information moves fast, trends move faster, and boredom is a online marketer’s biggest enemy. As the Selfie trend becomes old news, the Photobomb is holding strong. Why? And how can you use them for brand marketing?
Eric_Determined / Eric Silverstein's insight:

#Content #Marketing, whether via photo or video will continue to play an important role to engage your customers, friends, fans, etc...


Karen shares some creative approaches, which one did you like best?



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