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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How To Become Customer Obsessed!

How To Become Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
Forrester's new report, “A Customer-Obsessed Operating Model Demands A Close Partnership With Your CIO,” dives into the actions you must take to accelerate your journey to customer obsession.
Eric_Determined / Eric Silverstein's insight:

 

To accelerate your journey to customer obsession, here are the 4 key areas shared between CMO & CIO:

 

1. People

2. Process

3. Technology

4. Metrics

 

PEOPLE - Given the rate of technology change, the only thing that is certain about your customers’ expectations next year is that they will be different from today. This is the reason you need close partnership and collaboration across the entire organization.

 

PROCESS - To begin your journey, adopt a business capability focus, mapping today’s capabilities to the overall customer life cycle. Then prioritize investments that best address the outcomes your customers most value.

 

TECHNOLOGY - Successful leaders look at customer value from the outside-in—first understanding the outcomes the customer desires, and then building the technology that the business needs to continuously meet those evolving needs.

 

METRICS - Sharing KPIs that measure the outcomes you deliver to your customers focuses everyone on the right things.

 

What is your organization implementing to stay aligned with your customer desires and expectations? 

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Richard Bradley's curator insight, May 25, 7:55 AM

The impact of Technology on the customer experience - becoming customer obsessed

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What Will Define The Future Of Marketing?

What Will Define The Future Of Marketing? | New Customer - Passenger Experience | Scoop.it
Just as the future of marketing involves both the left and right sides of the marketing brain, the evolution of martech requires striking balance — between data and intuition, digital and analog, structured systems and experimentation, automation and human interaction. Technology is moving closer to this balancing point, but we’re just scratching the surface of what software can do to make marketers more successful.
Eric_Determined / Eric Silverstein's insight:

1. Data Driven Creativity

2. Continuous Customer Delight

3. True Omnichannel Marketing

 

As John Greathouse points out, the future of marketing requires balance between data and intuition, digital and analog, structured systems and experimentation, plus automation and human interaction.

 

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Ready For Data Insight Journey?

Ready For Data Insight Journey? | New Customer - Passenger Experience | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity
Eric_Determined / Eric Silverstein's insight:

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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Humans + Bots = ?

Humans + Bots = ? | New Customer - Passenger Experience | Scoop.it

Pairing new technologies with human assistants will result in tremendous new products which promise to enhance our lives.

Eric_Determined / Eric Silverstein's insight:

"Although messaging is the way users communicate with each other, it’s not how they interact with businesses. That is, until now.

 

Of all the ways humans communicate, texting might be the most direct. Text carries less superfluous information than other ways of sending information. With text, there are no voice intonations to decipher or accents to understand, no facial gestures to interpret, and no body language to translate. Text is something computers can understand and process quickly and it’s why messaging is a great place for humans and A.I. to work together to serve customer needs.

 

Today, there are primarily three solutions when you seek assistance.

 

Either send users through fully automated prompts (like an annoying call routing robot), send them to human helpers, or — the most common and perhaps most burdensome option for the user — ask them to fend for themselves on the company’s website.

 

– An assistant-as-app is an interface designed to enable users to accomplish complex tasks through a natural dialogue with an assistant.

 

– Since they look like chats, conversational interfaces feel familiar (see the California Roll Rule).

 

– Expect to see assistant-as-apps expand throughout consumer and enterprise applications.

 

– An assistant-as-app works best in certain situations:

  1. When a user wants to accomplish a singular goal but has too many options.
  2. When a user does not enjoy browsing through the options.
  3. When data entry is easy but processing and analysis is hard.
  4. When the traditional screen interface is too complicated or small.
  5. When a trusted relationship helps.
  6. When a request does not have to be completed immediately."

 

 

What yet-untapped opportunities do you see for assistant-as-app in the years to come?

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Paul STAELEN's curator insight, April 20, 5:06 PM
Tout le projet Encastore... rdv dans 5 semaines
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Be Everywhere... And Be Ready!

Be Everywhere... And Be Ready! | New Customer - Passenger Experience | Scoop.it
Marketing is always changing, but what if you knew what was coming? This new report demonstrates what is coming and how marketers should prepare.
Eric_Determined / Eric Silverstein's insight:

“The experience is the marketing and the experience is what drives performance.” - JPMorgan Chase CMO Kristin Lemkau.

 

Marketo and The Economist Intelligence Unit share their findings on the path to 2020.

 

Do you agree that the pace of change over the last 5 years is nothing compared to what will happen over the next 5 years?

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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, 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, 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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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…
Eric_Determined / Eric Silverstein's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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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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Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | New Customer - Passenger Experience | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?
Eric_Determined / Eric Silverstein's insight:

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


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Merry James's curator insight, January 29, 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 3:25 PM

Being Mindful to Focus in 2016 ....

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The Top UX Predictions for 2016

The Top UX Predictions for 2016 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Trends that will shape the experience design in 2016.


Thought leaders and contributors to UX Magazine share their expectations. A long list, but one recurring theme: "Easier for the Customer" 


- Adopting UX: The Challenge of Change – Scott Plewes,Macadamian


- Designing Anticipatory Experiences & Why Designers Need To Be Business Literate – Sarah DoodyUser Experience Design & Consulting

- The Future is Overrated – by Stefan Moritz, Veryday- Personalized Experience – Liraz MargalitClicktale- Touch First Design – Will HackerCars.com- Mobile enabled experiences – Sebastian SabounéHive- Up With Touch-Free, Down With Multipurpose – Q ManningRocksauce Studios- Customer Journey Analytics – Ania RodriguezKey Lime Interactive- Designing for Content and Seamless Experiences – Jaron RubensteinRubenstein Technology Group- The Evolution of User Interfaces – Rob Tannen, Intuitive- UX Will Go Multi-channel and Multi-device – Sergio NouvelContinuum- Incorporating Customer Data Easily into Personalized Experiences – Kevin O’ConnorUser Insight- UI Trumps UX (Unfortunately) – Steven Hoober4ourth Mobile- Consolidation of Apps and Merging Real and Virtual Communities – Mary BrodieGearmark- Subtle Interactions – Anders ArnqvistVeryday- Empowering Design – Nour Diab YunesFjord
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6 Trends Shaping Location Marketing In 2016

6 Trends Shaping Location Marketing In 2016 | New Customer - Passenger Experience | Scoop.it
How will local marketing change this year? From apps to beacons to mobile wallets, columnist Adam Dorfman covers six trends local search marketers should pay attention to.
Eric_Determined / Eric Silverstein's insight:

The results are clear, when you offer relevant offers, connections, and information.


How do you foresee these location marketing trends impacting your business for 2016?


"In the meantime, Facebook continues to strengthen itself as a local search platform. The day is fast arriving when Facebook will serve up suggested local enterprise content next to personal conversations and queries about where to go and what to buy. I see opportunities for Facebook to monetize its business directory and make use of personal recommendations that people make to each other."


Pay attention where people are spending most of their time, learn from their interaction, and engage with them.


As Adam highlights, your brand needs to adapt to new conditions, technology and customer expectations.

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Oscar Padilla's curator insight, January 19, 10:40 AM

Good article on location marketing trends

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Reach Is Easy, Engagement Is Key - 10 Tips

Reach Is Easy, Engagement Is Key - 10 Tips | New Customer - Passenger Experience | Scoop.it
Advertising - Targeting and buying online audiences has never been easier or more affordable. But even the right audiences can be hard to engage once you reach them. The key to making ...
Eric_Determined / Eric Silverstein's insight:

It's easy to reach prospects, but harder to engage them, the key to make your audience care is "relevance" - Do you agree?


Here are 10 tips on maximizing relevance:


1. Tap Into user's passions

2. Layer in context and content targeting

3. Native placements are working

4. Lists are popular formats

5. Be timely

6. Influencer marketing is on the rise

7. Don't completely write off site-direct ad buys

8. Consider dynamic creative

9. Harness the power of Google

10. Test, measure and test again


I would really stress on that last one!

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Understanding Customers in 2016

Understanding Customers in 2016 | New Customer - Passenger Experience | Scoop.it
Customer insight is changing direction. As we prepare to welcome in a new year, the digital marketing industry can expect innovative new...
Eric_Determined / Eric Silverstein's insight:

"Marketing lives or dies depending on its understanding of customers" - how are you leveraging this new nexus of data?


"Combining social media data, market data and customer data tells a much more complex ‘digital story’ than exchange data does alone, painting a fuller and more nuanced picture of individual consumers.


An overdependence on behavioural data has turned consumers into creatures of habit, but marketers should recognise that this is not the full picture. Humans are aspirational and multifaceted; customer insight should therefore be derived from a combination of equally rich datasets.


From their complex digital footprints, marketers can see the brands customers engage with, the influencers and personalities they admire, their hopes and their aspirations.


Suddenly, the concept of real predictive analytics is on the horizon.


Gone will be the days of looking in the rear-view mirror of past behaviours, which are often instantly redundant.


With this understanding, brands can now reach out beyond their existing customer base. By using external data, aggregates of market activity and social media activity, big data solutions can give valuable insights into what your competitor’s customers want, providing brands with the opportunity to acquire new customers at scale and with ease."


Does your organization have the right tools and infrastructure in place to capitalize on the above? 

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5 B2Human Lessons from Apple

5 B2Human Lessons from Apple | New Customer - Passenger Experience | Scoop.it
At Apple the lessons outlined contributed to building a business that delights people around the world.
Eric_Determined / Eric Silverstein's insight:

At the end of the day, it’s not computers or devices you are selling to -- it’s people.

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

Success comes when your company and your team focus on mastering one to two critical things. The lesson here is that it’s better to do a few things well than many things middlingly.

 

2. Customer experience is king.

 

It is much easier to increase the value of an existing customer than it is to find a new one. When you make your customer experience king, you create a happy, loyal user who is more likely to consider expanding their purchase.

 

 3. Excellence in execution.

 

Apple recognized that every consumer touchpoint in the real world and the digital world, needs to be seamless. Every aspect of the sales process and backend operation needs to be 100% on brand and flawless. Anything short of that undermines credibility and trust. 

 

4. Only those things that can scale matter.

 

Your product needs to be built for high adoption. This means your sales and product strategies also need to scale. The challenge here is to balance scale with quality and precision. 

 

5. Build a data-driven team.

 

B2B and B2C customers alike do far more research on their own and are not interested in being sold to. Instead, they prefer to gather information and make decisions independently based on what they’ve learned. Cultivate transparency within your organization, and leverage data to enable honest conversations about progress, user acquisition and retention, what is working and what is not.

 

There are no “secrets” to success in business, focus on delivering the best customer experience.

 

What additional lesson are you applying from your Apple experience?

 

 

 

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Digital Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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15 examples of artificial intelligence in marketing

15 examples of artificial intelligence in marketing | New Customer - Passenger Experience | Scoop.it
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.
Eric_Determined / Eric Silverstein's insight:

Is there anything AI can't do?

 

Ben @Econsultancy shares 15 key examples of AI in Marketing:

 

1. Recommendations/content curation

2. Search engines3. Preventing fraud and data breaches4. Social semantics5. Website design6. Product pricing7. Predictive customer service8. Ad targeting9. Speech recognition10. Language recognition11. Customer Segmentation12. Sales forecasting13. Image recognition 14. Content generation15. Bots, PAs and messengers 
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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.
Eric_Determined / Eric Silverstein's insight:

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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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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Digital Disruption - What are the lessons?

Digital Disruption - What are the lessons? | New Customer - Passenger Experience | Scoop.it
Everyone knows that marketing has changed dramatically over the past decade.  Indeed, it continues to change rapidly today.  While there are many contributing factors to the whirlwind we’re experiencing — search, social, mobile, content, big data, and so on
Eric_Determined / Eric Silverstein's insight:

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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wolfgang gauss's curator insight, March 26, 4:25 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 10:59 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 11:00 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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Don’t design for Mobile, design for Mobility!

Don’t design for Mobile, design for Mobility! | New Customer - Passenger Experience | Scoop.it
Just when we were starting to get used to the tools, frameworks and methodologies needed to design good mobile apps, we find the device landscape is changing
Eric_Determined / Eric Silverstein's insight:

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



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Mike Donahue's curator insight, February 25, 8:38 AM

The title alone is a great clue about how UX and design need to shift mindset. Lot's of good information in here. I like how Sergio seeks to redefine responsive and keep a sharp focus on context. Good stuff.

ismokuhanen's curator insight, March 22, 8:13 PM

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



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Behaviors Are The New Markets!

Behaviors Are The New Markets! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Don't obsessively focus on your marketing channels. Doing so prevents you from focusing on what's most important—your customers' needs.
Eric_Determined / Eric Silverstein's insight:

"Finding the right ways to engage with customers today is harder than ever. No longer do we try to get things done in our professional or personal lives using one path—it is far too high-paced and competitive out there to limit our options. And customers are choosing the path of least resistance to get what they need.


Jane Hiscock from Farland Group shares valuable insight from her Omnichannel Strategy recommendation.


CEOs remarked that behaviors are the new markets.


New markets used to be thought of as new geographies like Brazil, Russia, China, or a different demographic.


This is where everything needs to rise and fall. New markets will come by focusing on different customer behaviors.


If we put customer behavior, not just customer at the center, what will that yield that is different?


It will force us to think behavior and intent first, and to consider the ways to engage with that behavior second or third.


In this world of hundreds of channels and ways to engage, one can easily shift from an obsessive focus on products to an obsessive focus on channels and remain blind to the customer.


Forget all of the products and all of the channels, and focus on the customer. Ultimately, what customers want is for their life to be simplified."

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Are You Ready For: ‘Internet of Me’ ?

Are You Ready For: ‘Internet of Me’ ? | New Customer - Passenger Experience | Scoop.it
In the Internet of Me, consumers tell you who they are and their motivation at this moment. Is your brand listening and competing for them?
Eric_Determined / Eric Silverstein's insight:

"A successful experience becomes one that is very personalized rather than simply a brand experience.

 

Consumers don’t care about channels or brand priorities or ads, but rather that brands engage with them. In other words, customers define their own journey, choosing where and how to engage with said brand, and whether they go beyond that initial interaction and eventually transacts.

 

The stakes are even higher as consumers give up data about themselves and their expectations for relevant content and experiences grows.


It means brands and marketers must make good use of the data that comes from devices and to use interactions to understand customer behavior and to personalize and deliver experiences.


You need to invest in a digital foundation that allows you to assemble real-time and relevant consumer experiences as agile as your marketing campaigns change without compromising on customer concerns like security - do you agree?"

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Dominique Mayon's curator insight, January 28, 2:35 AM

A true challenge for companies in their relationships with customers

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Mobile Marketing - 3 key areas

Mobile Marketing - 3 key areas | New Customer - Passenger Experience | Scoop.it
Many still consider ad networks to be in an amateur state, and mobile marketing in its infancy. Over the coming years, the marketing community will be able to leverage greater value from information gleaned from users’ mobile devices, enabling more precise and effective marketing than ever before.
Eric_Determined / Eric Silverstein's insight:

"MOBILE HANDSETS provide an excellent marketing intelligence platform that to date has not been fully exploited. The data they yield can bring greater relevance, proper context, and optimal timing to marketing efforts in such a way that well-done mobile marketing will always cut through the noise."


How are you leveraging the 3 key areas to mobile marketing:


1. Location / Geofencing

2. Behavior-based Marketing

3. Mobile Engagement

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Customer Listening Path

Customer Listening Path | New Customer - Passenger Experience | Scoop.it
The customer listening path provides a constant source of customer feedback organized by journey stage. Leaders are able to understand customers’ lives with a connection to customer behavior and gr…
Eric_Determined / Eric Silverstein's insight:

Too many brands fail to walk in their customers' shoes. Adobe learned great lessons:


1. Many of our leaders and managers didn’t know first hand what it was like to be an Adobe customer. They didn’t access products or services through the same channels customers did so they didn’t always understand that certain policies or business processes might have unintended implications for customers.


2. The data alone isn’t enough. Once people walked in the customers’ shoes, bigger change began to happen more quickly.


3. Immersion exercises needed to run the gamut from simple to difficult. Participants do all the things customers do every day, like signing up for an account or accessing services. The program works. We started seeing senior leaders who had completed the program then sign up their teams across the company to get more real-life, first hand customer perspective.


As Jeanne highlights, the customer experience is a shared responsibility across the entire organization - do you agree?

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Gadget Trends That Will Change Our Lives - CES

Gadget Trends That Will Change Our Lives - CES | New Customer - Passenger Experience | Scoop.it
The 2016 International Consumer Electronics Show kicked off, at least for the press, with an analysis of the trends that are driving the tech universe.
Eric_Determined / Eric Silverstein's insight:

Companies attending CES are focused on customer experience, by designing meaningful technologies.


Shawn Dubravac shares 3 key trends to be exhibited during CES:


1) Ambient Sensors

2) Aggregated Learning 

3) Nascent Technologies 


Which gadget are you most interested in?

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CIM Academy's curator insight, January 6, 8:20 AM

Which ones will impact you personally - or, more importantly, which have the potential to disrupt your business?

CIM Academy's curator insight, January 6, 8:20 AM

Which will disrupt your business?

Guillermo Meza's curator insight, January 7, 8:05 PM

Gadget Trends That Will Change Our Lives - CES