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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Marketing in 2016 - Key Findings!

Marketing in 2016 - Key Findings! | New Customer - Passenger Experience | Scoop.it
"The CMO's currency is the customer - customer voice, customer value, valence, and often, the experience itself." -
Eric_Determined / Eric Silverstein's insight:

Vala Afshar shares insight from Salesforce State Of Marketing 2016 report. 

 

Key categories with 55 statistics:

 

- Priority and success measures

- Marketing alignment with business leadership

- Customer journey strategy

- Integrating the customer experience

- Tech adoption

- Marketing channels - real time channel orchestration

- ROI - Mobile - Email - Social

- Advertising accelerates on social platforms

 

Any surprises?

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3 Trends Transforming #CX

3 Trends Transforming #CX | New Customer - Passenger Experience | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—their business. At Opticon 2015, Mary Hamilton,…
Eric_Determined / Eric Silverstein's insight:

Mary Hamilton @AccentureLabs shares 3 key insight:


1) Increasingly, as consumers, we want to engage with businesses in a relationship that’s more than transactional. We want to provide feedback, be inspired, and participate in the lifecycle of a product or service in a meaningful way.

 

2) In the future, what we pay will be tied to consumption and utilization, instead of the perceived value we see at the moment of purchase.


3) We’re moving from “labor-driven, technology-enabled” work to “digital-driven, human-enabled” work.

How are you looking to address these 3 trends for your business/industry?

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The #Customer #Experience Management Lesson

The #Customer #Experience Management Lesson | New Customer - Passenger Experience | Scoop.it
let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to.
Eric_Determined / Eric Silverstein's insight:

As Lynn correctly points out:


"When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to."


Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey.


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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Is Mobile The New Omnichannel Hub?

Is Mobile The New Omnichannel Hub? | New Customer - Passenger Experience | Scoop.it
The marketing world is at war. Tech giants like Oracle, Adobe, and Salesforce are battling it out to create THE premiere marketing cloud that provides complete measurement, attribution, and automatio…
Eric_Determined / Eric Silverstein's insight:

Between marketing automation, retargeting platforms, predictive analytics, real-time personalization platforms, CRMs (and the list goes on), marketers are struggling to keep up.

 

The lack of a cohesive omnichannel strategy and the right tools and integrations lead to serious consequences, such as a(n):

-       Incomplete view of the customer journey

-       Fragmented/inconsistent customer experience

-       Inability to measure cross-channel marketing performance

-       Internal silos between marketing teams


There are an infinite number of tools available to marketers to track, measure, and automate every step of the digital customer journey, but don't forget to account for offline interactions!


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CXM vs CSM vs CRM....

CXM vs CSM vs CRM.... | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The importance of Customer Success Management to nurture customer relationships, reward loyalty and earn advocacy.


How do you see it playing out?


Bob shares great insight.

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | New Customer - Passenger Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.
Eric_Determined / Eric Silverstein's insight:

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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