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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 www.snapcious.com - mobile social engagement
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20 Ways To Cultivate Self-Love - Leads to success!

http://simpleselfconfidence. Here are 20 ways to cultivate self-love and improve your self-confidence.
Eric_Determined / Eric Silverstein's insight:

A nice way to end the week, which one is your favorite?

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5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | New Customer - Passenger Experience | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.
Eric_Determined / Eric Silverstein's insight:

Key takeaways @SXSW - #Mobile #Customer #Experience


1. ENGAGE IS THE CHALLENGE


2.  HELP - SHARE - DO


3. OPTIMIZATION EVERYWHERE


4. QUALITY OF EXPERIENCE


5. INBOUND MOBILE FIRST


Great insight shared by team at @Neosperience


Do you agree that your company should adopt a Mobile First strategy?

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CIM Academy's curator insight, March 30, 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

Nedko Aldev's curator insight, April 27, 6:04 AM

 

724
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10 world-changing trends - get ready!

10 world-changing trends - get ready! | New Customer - Passenger Experience | Scoop.it
Futurist Erica Orange dishes on what's coming next, and how entrepreneurs can prepare for it
Eric_Determined / Eric Silverstein's insight:

Key insight shared in this @Inc article.


The one thing we are certainly short of supply is #Time


The importance of #gamification for positive #engagement


Important lessons for you to incorporate within your business model and company #culture.


Are you ready?

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Darcy Bevelacqua's curator insight, February 9, 12:08 PM

It's a new world involvng virtual reality, time pressure and rapidly chaning environments. Interesting ideas worth a quick read. 

Bharat Employment's curator insight, February 11, 1:26 AM

http://www.bharatemployment.com/

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5 steps to integrated #customer #experience

5 steps to integrated #customer #experience | New Customer - Passenger Experience | Scoop.it
How to integrate customer experience into every facet of your brands's day-to-day operations.
Eric_Determined / Eric Silverstein's insight:

5 steps:


1) Define #customer #experience

2) Map the #customer #journey

3) Connect the journey with the experience

4) Create a ‘playbook’

5) Continuous Learning, Feedback & Improvement


This last step is key to your long term success: "continuously assess, improve and change the strategies to keep the ‘playbook’ up to date.


Enhancing customer experience is not a one-time exercise, or necessarily a big project with infinite #ROI, it is a continuous journey and one which evolves constantly to keep up to date with new developments in #technology, #analytics and customer habits.


Every interaction with a customer, no matter how small, should be consistently monitored, and companies should make sure they are always ‘connecting the dots’ in order to build an evolving system that improves with each encounter. "


The Zappos "Deliver Happiness" philosophy is not only focused on customers, but employees too. 


Which other companies do you feel connect well across all channels and offer positive customer experience throughout your customer journey?

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3 Elements of a Remarkable #Brand

3 Elements of a Remarkable #Brand | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Sean Womack shows why purple cows may not be your best approach, although for Milka lovers, it's another story :)


3 key deliverables for a successful brand:


1) Meaningful to your customer

2) Unique from your competitors

3) Deliverable by your company


Do you have a brand in mind that follows the purple cow syndrome?

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Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…
Eric_Determined / Eric Silverstein's insight:

Eric Schmidt created this entertaining @slideshare highlighting the fundamentals that make @Google work.


In the end, those same fundamentals should be applicable to all businesses, don't you agree?



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B.L. Ochman's curator insight, October 19, 2014 8:17 PM

reading the book. get it!

QuickTapSurvey's curator insight, October 24, 2014 9:14 AM

The beautiful basics of how Google works! 

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#Customer Experience success starts with the right Company #Culture - Agree?

#Customer Experience success starts with the right Company #Culture - Agree? | New Customer - Passenger Experience | Scoop.it
VideoCustomer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience. In my opinion, they are: 1. Focusing solely on the customer. Employees [...]
Eric_Determined / Eric Silverstein's insight:

To deliver on #Customer #Experience, you first need to have the right Company #Culture.


Stan Phelps shares his 3D rule to establishing an organization constitution.


Do you agree? 

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Want to Innovate? It Starts With Your Corporate Culture

Want to Innovate? It Starts With Your Corporate Culture | New Customer - Passenger Experience | Scoop.it
The business environment is always changing, and the CEO’s job is to ensure that the organization adapts and evolves to meet those changes
Eric_Determined / Eric Silverstein's insight:

John is absolutely correct in his statement:

 

"One of the most important aspects of corporate culture is encouraging employees to embrace change.


The business environment is always changing, and leadership’s job is to ensure that the organization adapts and evolves to meet those changes."


John provides three key guiding principles in his article.


One last item that may be missing is the #customer engagement, since the entire organization depends on that final product/service buy-in. 


Do you agree?

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Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | New Customer - Passenger Experience | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.
Eric_Determined / Eric Silverstein's insight:

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
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#CMO Role in Delivering #Omnichannel #Customer #Experiences

#CMO Role in Delivering #Omnichannel #Customer #Experiences | New Customer - Passenger Experience | Scoop.it
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"


 

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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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5 Traits for today's #Marketing Leader

5 Traits for today's #Marketing Leader | New Customer - Passenger Experience | Scoop.it
The modern-day marketing leader’s job description is changing. Just look at the facts: By 2017, the CMO will Spend More on IT Than the CIO. (Gartner)  90% of business buyers say when they’re ready to buy, they’ll find you. (DemandGen Report)   70% … Continued
Eric_Determined / Eric Silverstein's insight:

Money can buy you all the leads in the world, but it can’t buy you Customers!


5 Key traits for today's #Marketing Leader:


1. #Customer - involved

2. Pipeline Crusader

3. Sales Champion

4. Customer #Advocate

5. #Culture Evangelist


Insight @sangramvajre @marketingcloud



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The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | New Customer - Passenger Experience | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.
Eric_Determined / Eric Silverstein's insight:

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

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The 7 Pillars of #Customer Centricity

The 7 Pillars of #Customer Centricity | New Customer - Passenger Experience | Scoop.it
1. Experience: Make the customer experience easy, enjoyable and convenient. Companies that excel in customer experience make their customers so happy that they want to share their positive interactions with your brand.

2. Loyalty: Reward and recognize customers in a consistent way that is relevant to how they want to be rewarded. Loyal companies reward shoppers in ways that are meaningful to customers.

3. Communications: Personalize the message to customers, based upon what they buy, and in a way they like. Highly communicative companies provide tailored, relevant communications based on customer preferences.

4. Assortment: Have the right products and a strong variety to meet customers’ needs. Companies shouldn’t necessarily have the widest selection of products, but they should stock the ones their customers want.

5. Promotions: Leverage promotions on the items that are most appealing and often purchased by current customers. Companies with successful promotions programs promote the products that matter the most to customers.

6. Price: Provide prices that are perceived to be in line with what the customer is looking for on the products they purchase most often. Brands don’t have to be the price leaders, but they do need to have pricing that customers perceive as fair.

7. Feedback: Hear and recognize customer concerns. Companies that rank high in customer feedback have a two-way conversation and emotional connection with their customers.

Customer centricity isn’t just about making customers like you. Recent research demonstrates that when customers perceive a company as being “right for them,” it correlates to long-term revenue growth. Home Depot recently increased sales to $19.7 billion by offering a varied assortment of products, many of which can be personalized to a customer’s needs. Global beauty retailer Sephora has focused on the pillar of experience by using interactive products, self-serve counters and soft-sell sales tactics.  Since then, Sephora has grown to more than 1,400 stores in 30 countries with annual sales of about $4.4 billion.

How can marketers help foster that kind of growth for their own businesses? It’s crucial to focus strategies, operations and activities on the people who are ultimately responsible for a company’s success: loyal customers.  

True growth—and the customer centricity that drives it—is not accomplished by a strong rallying cry or a catchy slogan. A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.
Eric_Determined / Eric Silverstein's insight:

Do you agree with The 7 Pillars?


1. Customer Experience


2. Loyalty


3. Communications


4. Assortment in Product and Services


5. Promotions


6. Price


7. Feedback


A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.


Great insight @Dunnhumby

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Apply the "Sports" approach to your Business...

Apply the "Sports" approach to your Business... | New Customer - Passenger Experience | Scoop.it
Straight Talk on Strategic Issues
Eric_Determined / Eric Silverstein's insight:

Great lessons from great coaches such as John Wooden, Phil Jackson and Don Shula.


- Make sure everyone understand and believe in the overall strategy


- Every member have clear roles and responsibilities


- Employee experience will have a direct impact on your customer experience


"Success for the individual only happens when the whole team wins!"


The entire organization needs to be aligned - Focus on listening to your customers and deliver on your brand promise - You are bound to Win!


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Nikolaj Opstrup's curator insight, October 4, 2014 11:23 AM

This is particularly important for innovation teams where diversity is a prerequisite for conflicts that unleash the true power of creativity. If diverse team members are not properly aligned and share the overall vision, this conflict results in poor performance and mistrust.

William Marignan's curator insight, October 14, 2014 5:26 AM

sport et business font bon ménage.

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How do you impact #Customer #Experience on a small budget?

How do you impact #Customer #Experience on a small budget? | New Customer - Passenger Experience | Scoop.it
Lack of resources is no excuse NOT to improve customer experience. Stop looking at the big picture and start chipping away at the little things. Small victories lead to big wins! You can get started right now.
Eric_Determined / Eric Silverstein's insight:

Don't ever forget that your #customer #experience needs to involve your #employee experiences too.

 

Jeannie is absolutely right that what may seem as small stuff can have a big impact for clients or customers.

 

Share your recent experience of a small change made that had a positive impact for you or the brand?

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