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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Owning the #Customer Agenda

Owning the #Customer Agenda | New Customer - Passenger Experience | Scoop.it
Customer experience work cannot be held inside a single department in the organization. It cuts its way across the organization, getting in people’s stuff and stirring up the pot. This work will ch...
Eric_Determined / Eric Silverstein's insight:

"Leaders who own the customer agenda elevate high-priority customer issues to the critical level. They get their boards close to the customer and understand the investments required to keep customers close."


Like your customer, this is a journey. Company need to embrace this change, and you will be amazed by the positive return. Do you agree?  

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#CX Success Formula: Obsessive Customer and Employee Centricity

#CX Success Formula: Obsessive Customer and Employee Centricity | New Customer - Passenger Experience | Scoop.it
Leading event registration company EventBrite is making a high profile entry into Australia as part of its ongoing international expansion. There have been a few interviews with
Eric_Determined / Eric Silverstein's insight:

You can't go wrong if you follow the same fundamentals as @Zappos and @Amazon


1) Only one way to be customer centric

2) Fight the company centric ‘swing back’

3) Define success from the customer view

4) Aim above customer satisfaction… to delight


Do you agree? 

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Three Big Myths That Keep You From Being Customer-Centric

Three Big Myths That Keep You From Being Customer-Centric | New Customer - Passenger Experience | Scoop.it
Everyone, it seems, has jumped on the customer [insert favorite objective here] bandwagon.
Eric_Determined / Eric Silverstein's insight:

Christine not only addresses each myth, but "the reality is that customers want to be more intimately involved in their vendors’ business. They want a voice in the vendor’s strategy, product roadmap, culture and innovation.

 

According to the IBM study cited in this article, 54 percent of outperforming companies collaborate extensively with their customers and involve them in strategic decision-making about the business.

 

The fear of giving up control, rationalizing lots of conflicting feedback and being accountable to customers by proactively closing the loop is at the root of these three myths.

 

Reach out to your customer and invite them in; you will be surprised at how eager and appreciative they will be — and they’ll buy more in the process."

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Relationship Economics

Relationship Economics | New Customer - Passenger Experience | Scoop.it
'Everyone talks about building a relationship with your customer. I think you build one with your employees first,” says newly appointed Senior Vice President of Retail at Apple Angela Ahrendts.

The more you invest in terms of genuine listening, sharing and engagement, the more likely it is that your
Eric_Determined / Eric Silverstein's insight:

Relationship Economics - #Data is clear in @briansolis @LinkedIn @slideshare

 

The importance of effective and honest communication with your employees - they are a direct extension of your brand!


Do you agree?

 

 

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Lessons in #Customer #Experience

Lessons in #Customer #Experience | New Customer - Passenger Experience | Scoop.it
You have to love the bar, restaurant, and hospitality industries. While we believe that every business benefits from giving customers a
Eric_Determined / Eric Silverstein's insight:

Jon Taffer shows why it's all about the #Customer Reaction.


He has four rules for making the best decisions when it comes to managing customer reactions:

  1. Everything we do is part of a process, never a result.
  2. Every business process, step, or communication must create a positive customer reaction each and every time.
  3. That reaction is the product.
  4. Any business, no matter what it is, lives or dies by the customer reactions it creates.
He provides in-depth analysis, share your thoughts.
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10 Top Business Tycoons in the World Talk Customer Experience

10 Top Business Tycoons in the World Talk Customer Experience | New Customer - Passenger Experience | Scoop.it
Even the most savvy business tycoons in the world rely on customer experience as a competitive advantage in today's customer centric world.
Eric_Determined / Eric Silverstein's insight:

For me, the below quote says it all!

 

Sam Walton, Wal-Mart (USA)

 

“There is only one boss-the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

 

What are your thoughts?

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