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 entertainment, mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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The Power Of Questions

The Power Of Questions | New Customer - Passenger Experience | Scoop.it

We cannot solve our problems with the same thinking we used when we created them. -Albert Einstein

Eric_Determined / Eric Silverstein's insight:

Are you thinking differently and are you doing things differently?

 

Status quo is not an option, you are either the disruptor or will be the disrupted. Which one will you choose?

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All Roads Lead to Digital Disruption

All Roads Lead to Digital Disruption | New Customer - Passenger Experience | Scoop.it
Companies that aren’t traveling along a digital path—with workers and customers at the forefront of their digital plans—will face an insurmountable roadblock.
Eric_Determined / Eric Silverstein's insight:

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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wolfgang gauss's curator insight, March 31, 2016 4:30 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

JunoPark's curator insight, April 2, 2016 3:50 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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How Social Is Your Brand?

How Social Is Your Brand? | New Customer - Passenger Experience | Scoop.it
In today's connected consumer marketplace, a brand is a fluid idea that is shaped by those who wear it, work for it, buy it, make it, and love it. If you are attempting to create a new brand in this current social environment, here are six imperatives you need to be aware of.
Eric_Determined / Eric Silverstein's insight:

"To build a successful brand, first define its values, purpose and meaning. Then spend every day delivering on those promises and delighting those who believe in you."


Stephenie Rodriguez shares 6 valuable steps to create a social brand.


One imperative I couldn't agree more:


"Ensure that your brand architecture facilitates interactivity and community."


A Brand is no longer what we tell the consumer it is. It's what consumers tell each other it is!

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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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Changing the Language and Culture of Marketing

Changing the Language and Culture of Marketing | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The current job of marketing is to run campaigns to get new customers. The future role of marketing will be to deepen relationships with current customers.


That culture change needs to start right now, do you agree?

 

“Through social media, customers are having conversations with or without the participation of the company. Once the conversation is started, people ask the same questions about a company and its products and services as they do about another person. Do I share the company's values, do I trust them, and do I enjoy spending time with the product or service? Today people are very outspoken about these relationships.

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Vidhya Bhaskar's curator insight, August 7, 2015 5:26 AM

The current job of marketing is to run campaigns to get new customers. The future role of marketing will be to deepen relationships with current customers.

 

That culture change needs to start right now, do you agree?

 

“Through social media, customers are having conversations with or without the participation of the company. Once the conversation is started, people ask the same questions about a company and its products and services as they do about another person. Do I share the company's values, do I trust them, and do I enjoy spending time with the product or service? Today people are very outspoken about these relationships.

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Is customer experience management futile without an employee engagement strategy?

Is customer experience management futile without an employee engagement strategy? | New Customer - Passenger Experience | Scoop.it
Evidence demonstrates why employee engagement must be at the heart of any CX transformation.
Eric_Determined / Eric Silverstein's insight:

Happy employees = Happy customers = Happy shareholders

 

Eric Feinberg, senior director for product strategy at ForeSee, “Employers used to be in charge. And then 10 years ago, with the advent of the internet, customers seized the power, realising that together you can effect change in a massive way. And I think presently we’re seeing that employees are getting the power. They are willing to band together and ask for change because they are expecting more of their employers.”

 

Bruce Temkin - In 2015, successful #customer #experience efforts will realise that the key ingredient to success is their employees."

 

Colin Shaw, founder of customer experience consultancy Beyond Philosophy, explains: “If you’re trying to create an experience you need to be aligning your #employees to it well. You need to find out what drives value for your employees just like you need to find out what drives value for your customers. You need to design your experience for your customers and what a surprise you need to design your employee experience as well.

 

What would you like to see implemented at your company to drive employee #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, 2015 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, 2015 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, 2015 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, 2015 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, 2015 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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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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What Leading CMOs Will Do In 2016

What Leading CMOs Will Do In 2016 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

What leading CMOs will do in 2016:

 

1. Lead customer advocacy — or be led.

 

2. Prepare for experience-driven communications.

 

3. Culture change within company - shifts to customer obsession.

 

Insights shared by Forrester.


Are you anticipating changes in your company's overall customer experience strategy for next year?


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Should Intentions Be At The Heart Of Every Brand?

Should Intentions Be At The Heart Of Every Brand? | New Customer - Passenger Experience | Scoop.it
The leadership, culture and business model of a brand have never mattered more than now. It’s time to consider the “because effect" of your brand in the hearts and minds of buyers and the general public.
Eric_Determined / Eric Silverstein's insight:

"The Internet operates both as a science and art because of the effect of trillions of daily iterative human interactions globally. These interactions are continually shaping what we know as the “because effect” – better known as cause and effect.


Instead of marketing, think in terms of value creation – and value creation in a collaborative sense, where you are shaking hands with the customers and working together to create more value. Consider this a continuous process, an open invitational forum, where the objective is learning rather than creating a trick aimed at a transaction or a piece of the market.


Understanding the “because effect” gives you the insights and subsequent foresight to create more value and expand the market. The intention is simply because it is the right thing to do, and the right way to do it, until technology and the market reveals a better way.


Value creation starts because of the effect of having the right culture and finishes because of the effect of having the right business model.


Creating sustainable revenue growth is the result of the value you bring to others, because of the effects of what you create, by the things you enable people to do for themselves and others."


Understand the emotional connections and triggers, then you can personalize the experience.


Share your favorite brand value proposition?

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Leading With Humility

Leading With Humility | New Customer - Passenger Experience | Scoop.it
Famous leaders are often praised for their passion, assertiveness, focus and intelligence. However, when CEOs were asked to name the most important quality people desire in their leaders, they gave a…
Eric_Determined / Eric Silverstein's insight:
"When you lead with humility, people will naturally gravitate toward your ideas and your vision. It’s a basic part of the #trust equation: If I know that you are acting in the interest of the entire organization, and not in your own self-interest, then I will reciprocate by doing the same."

Trust is an important factor for #Loyalty

Positive employee #engagement drives company results

All impact #customer #experience

Do you agree?
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Ivan Ang's curator insight, July 10, 2015 9:54 PM

Humility is a key characteristic of great leaders, particularly those who are at the pinnacle of leadership.

Donn DeBoard's curator insight, July 13, 2015 10:20 PM

Servant leaders lead from the heart. The integrity of their actions demonstrate  a commitment to values.

Steven Dicks's curator insight, July 15, 2015 6:17 PM

 Godly Humility comes only as we walk as Jesus did. This article has some 4 key words that make a huge difference to any leadership. The world would be a better place if we saw this demonstrated more. 

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Let the Customer Drive Your Digital Strategy

Let the Customer Drive Your Digital Strategy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Customers will decide whether your company succeeds." - Absolutely!


Eric Stahl states: "Today’s customers expect brands to take them on a journey that caters to their every need. Your ability to create this journey will make or break your future"


Is it the brand taking the customer on a journey, or the need for the brand to really understand the customer journey?


I certainly agree that positive brand experiences will keep customers coming back, but I would say that what Uber and TacoBell are doing are addressing the customer's expectations, which is part of their current journey.


Eric does highlight key important factors:


1) Disrupt Your Business Before Someone Else Does
2) Create a B2C Experience for B2B Products

3) Sales and Marketing Can't Afford to Be Separate

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Brad Friedman's curator insight, June 11, 2015 12:02 PM

Some good thinking included in this post.

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Why big companies disappoint customers every day!?

Why big companies disappoint customers every day!? | New Customer - Passenger Experience | Scoop.it
The 3 missteps smart companies make when creating great customer experiences and why they fall short of solving the real problem.
Eric_Determined / Eric Silverstein's insight:

What may look as small mishaps, have an important impact on overall customer #trust, which impacts overall #loyalty, and especially #advocacy - 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, 2015 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, 2015 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, 2015 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.