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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
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The #Customer #Experience #Culture

The #Customer #Experience #Culture | New Customer - Passenger Experience | Scoop.it
Engaged customers themselves become ambassadors for your brand: your extended marketing team for the human-driven world of today.

• The inspiration you receive from these customers, and the customers they bring to you, inspires you to do your work better and better. Putting customers at the center is no longer a chore, but an inspired passion.
Eric_Determined / Eric Silverstein's insight:

Micah highlights some of the key points to establishing the right #customer #experience #culture. 


"Putting customers at the center is no longer a chore, but an inspired passion."

Does your company follow the same principle?
When you deliver outstanding customer experiences, you gain their loyalty, then through continuous engagement you aim to gain their advocacy (brand ambassadors). These same brand ambassadors become a direct extension to your marketing team, playing an important role with direct impact to bottomline results. Do you agree?
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SEO Melbourne Experts's curator insight, November 26, 7:42 PM

This article highlights the importance and the need for engaging your customers, no more so than today with online marketing. The power of the consumer and their ability to share and use their own social platforms as vehicles for promotion, is not to be ignored.


Here are some interesting stats, which should give some insight into how to target today's consumer;


- In June 2013,  86.2% of internet users viewed online video

- Video ad's accounted for 25% of all videos viewed online


That's all well and good but with the total number videos viewed being 44 billion, the question is how do you cut through the noise?


Using a professional video marketing company like Lumeo, will allow you to create the necessary engagement to put your self ahead of your competition and in front of your target market.


The purpose of a business is to create a customer who creates customers. ~ Shiv Singh


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2015 - A Decisive Year For #Mobile Leaders

2015 - A Decisive Year For #Mobile Leaders | New Customer - Passenger Experience | Scoop.it
Mobile reached a tipping point in 2014 as it solidified its position as one of the most disruptive technologies for businesses in decades. Not since the advent of the Internet has a technology forced businesses to rethink completely how they win, serve, and retain customers.
 
Eric_Determined / Eric Silverstein's insight:
"@Forrester believes that, in the future, the new competitive battleground will be the mobile moment. Why? Consumers expect to engage with brands to get any information or service they desire immediately and in context. Today, 18% of US online consumers have this expectation, while 30% are in the midst of a transition to this mobile mind shift. This revolution is taking place quickly across the globe: Forrester forecasts that 42% of the total population globally will own a smartphone by the end of 2015."
 
Do you have a clear mobile strategy on how you intend to win, service and retain customers?
Does your business look at Mobile as just another channel?
With a growing focus on the #wearable market and #IoT, make sure your future is Mobile ready!
If you are looking for a solution to better engage your customers within your mobile environment, reach out, I have the perfect new startup client for you.
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Sue Walsh's curator insight, November 17, 6:09 PM

I think the mobile moment is well and truly upon us. How do we start all thinking (for services and systems) with the customer at the centre and a mobile device in their hand ... rather than making it an add-on to our current systems and services?

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How #BigData Drives a Better #Customer #Experience

How #BigData Drives a Better #Customer #Experience | New Customer - Passenger Experience | Scoop.it
Big Data can be used to improve your brand's customer experience across multiple stages of the customer journey. Here are four ideas to help you get started,

1. Improved or new products and services

Not sure how to take your products or services to the next level to better satisfy your customers' wants and needs? Big Data analysis reveals insights from a diverse range of channels, uncovering information about your products or services that can't be gleaned from a single channel or smaller data sets.

2. Increased personalization

Big Data increases visibility to customer preferences and purchase behaviors, creating opportunities to personalize various dimensions of the customer experience. For example, by capturing and analyzing data from each stage of the customer lifecycle, injecting personalization features into pivotal moments in the customer experience becomes easier. Those features range from greeting the customer by name to knowing previous issues the customer has had to contact the company about before.

3. Better self-serve opportunities

Today's customers expect the availability of self-serve features that allow them to perform basic activities without the assistance of customer service or sales reps. Big Data drives insights that can make these self-serve features more valuable to customers, satisfying their desire to interact with your brand on their own terms.

4. Enhanced customer service

When customer service is needed, Big Data gives representatives the information they require to offer a more complete, accurate, and satisfying customer experience. Sales reps can provide more accurate information, more personalized service, and solutions to customer problems more quickly.
Eric_Determined / Eric Silverstein's insight:

How #Data throughout the customer journey can help:


1. Improve or design new products and services


2. Increase personalization 


3. Better self-service opportunities 


4. Enhance customer service 


What are other elements of the customer experience Data can help with?




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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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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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20 #Customer #Service Tips

20 #Customer #Service Tips | New Customer - Passenger Experience | Scoop.it
Here's a bonanza of tips for improving the customer service and customer experience in your organization today and over the weeks to come. 1. First impressions matter. Walk up to, and into, your establishment with the eye of a customer. A customer perception is his reality, and a first impression is [...]
Eric_Determined / Eric Silverstein's insight:

Looking back at #NCSW14, here are 20 great tips!


Who do you think offers "Free #Customer #Service Consulting"?


You will get your best answers from them!


Share which one did you find most valuable?

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Laura Armbruster's curator insight, October 15, 9:48 AM

#6 is my pet peeve (when there isn't one) and #17 is my favorite - so important!

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Think #Customer first, not #Mobile first !?

Think #Customer first, not #Mobile first !? | New Customer - Passenger Experience | Scoop.it
These were the "5 things everyone needs to know about UX" (as the image is a little grainy)...

1. Data has clues, not answers
2. User Experience starts sooner than you think!
3. Your Design Agency are an enemy of User Experience
4. Responsive Design is not a UX panacea
5. Rip up your roadmap if you want to improve User Experience
Eric_Determined / Eric Silverstein's insight:

The @FatFace example is a perfect reminder how important it is for your business to have a clear #customer #journey map, understanding the variety of touch points and how they interact across the journey.


Can you share other mobile sites that can be improved?

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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | New Customer - Passenger Experience | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?
Eric_Determined / Eric Silverstein's insight:

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



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Roberto Nocera's curator insight, October 15, 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp?

Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp? | New Customer - Passenger Experience | Scoop.it
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and wi…
Eric_Determined / Eric Silverstein's insight:

Lisa shares 4 key insight to deliver positive #customer #experiences.


These require buy-in across the entire organization, is your company committed?


Make sure your strategy is clearly communicated, the right investments are being implemented, you listen to your customers every step of the way, then adapt as necessary.



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Mike Ellsworth's curator insight, October 2, 7:12 PM

Well are ya? 

 

Via @Eric_Determined 

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | New Customer - Passenger Experience | Scoop.it
Don’t Down-size the Store. Right-size the Experience
Eric_Determined / Eric Silverstein's insight:

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

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Michael Allenberg's curator insight, September 29, 9:03 AM

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Are you delivering the right experience to your customers across each moment of truth?


The ultimate moment of truth is when your customer share their positive experience with their friends and peers.



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Does #Mobile Payments play a critical role to Mobile #Customer #Journeys?

Does #Mobile Payments play a critical role to Mobile #Customer #Journeys? | New Customer - Passenger Experience | Scoop.it
On Tuesday, Apple held a special event out in Cupertino where they made major announcements and unveiled the latest additions to their product line for the 2014 holiday season. As Jason Bateman put it: Is there a better day in … Continued
Eric_Determined / Eric Silverstein's insight:

Do you agree with  Apple CEO Tim Cook statement?  


"Most people that have worked on [mobile payments] have started by focusing on creating a business model that was centered around their self-interest instead of focusing on the user experience."


@Googlewallet focused on the customer too, but did not win over merchants, which impacts the overall user experience.


Will you be using #ApplePay?

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Michael Allenberg's curator insight, September 18, 8:48 AM

The future of #integratedExperiences.

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Relationship Economy - Do you have the 5 V's to succeed?

Relationship Economy - Do you have the 5 V's to succeed? | New Customer - Passenger Experience | Scoop.it
Welcome to Part 5 of my blog series on Going From Good to GREAT.  If you haven’t read Part 1:Creating Core Values in the Relationship Economy, Part 2: Engage an Effective Vision, Part 3: Validate Y...
Eric_Determined / Eric Silverstein's insight:

Tamara shares her RelationShift® 5 V's:


1) Values

2) Vision

3) Validation

4) Village

5) Voice of Customer


To succeed you need to have a two-way relationship with your customers.


How well did @SouthwestAir do with this latest incident... Would you be satisfied with a $50 voucher??

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Are The #Customer #Experience Stakes Higher on #Mobile?

Are The #Customer #Experience Stakes Higher on #Mobile? | New Customer - Passenger Experience | Scoop.it
With many companies treating their mobile interactions with customers as an 'afterthought', we wonder whether they recognize the risks they are taking with their customers base.
Eric_Determined / Eric Silverstein's insight:

The stakes are higher in #Mobile.


In 2013, there were 102 billion app downloads.  


1/4 of them were used just once and never touched again!


3 important points to consider:


  • Buyers see mobile customer experience as an 'elite' capability and make quick judgements based on early experiences ('they just don't have it")
  • The very nature of mobile is that customers are looking for quick results when they are short on time and have less tolerance for hiccups on mobile than on other platforms or brick and mortar environments
  • The difference between bad and good #CX is magnified on mobile with the best retailers having extremely well thought out and executed mobile sites


Once a customer downloads your #App, make sure you develop an engagement strategy that offers value and incentives, in order to strengthen your customer relationships.


Is #gamification a possible solution to keep your customers engaged, share your thoughts?


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Apptimate's curator insight, November 22, 4:04 AM

Yes the stakes are much higher in mobile, and it's  not only about user interface, They want immediate response. They need security and privacy protection. And this will put enormous pressure on corporate IT departments to deliver the same experience in internal systems and apps

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5 Tips to Engage Through the Buyer's Journey

5 Tips to Engage Through the Buyer's Journey | New Customer - Passenger Experience | Scoop.it
Sales - In today's highly networked world, your customers expect to interact with you during every step of the buyer's journey. Here's how you can engage them.
Eric_Determined / Eric Silverstein's insight:

"With more mobile devices than humans and over one billion people participating in social networks, today's customers are more networked and better informed than ever."

CMO @SAPCloud shares his insight:


1. Be Part of the Conversation across all Channels

2. Use Analytics for Insight across Platforms

3. Personalize every Interaction

4. Build on previous #customer #experiences

5. Become a Predictive Business


Which brand currently connects well across your buyer journey?



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13 #Content #Marketing Lessons from Horror Movies

13 #Content #Marketing Lessons from Horror Movies | New Customer - Passenger Experience | Scoop.it
‘Tis the season to make or buy a Halloween costume, take a haunted hayride, and eat your favorite Halloween candy. For many of us, Halloween also means watching a beloved scary movie. At their core, movies are simply content waiting … Continued
Eric_Determined / Eric Silverstein's insight:

#Halloween is fast approaching here in the U.S.


I couldn't resist sharing this fun, but poignant #content #marketing article from Heike Young.


Of the lessons (movies) shared, which one is your favorite?

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | New Customer - Passenger Experience | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.
Eric_Determined / Eric Silverstein's insight:

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

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Michael Allenberg's curator insight, October 29, 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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The Rise of the #Relationship Economy

The Rise of the #Relationship Economy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

When you focus on a positive #customer #experience across the entire journey, you establish the foundation of building a relationship with your customers, then you consistently deliver on this experience to drive #loyalty


Which brand do you value that nurtures their relationship well?


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The #Customer #Experience Management Lesson

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

As Lynn correctly points out:


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


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


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM

Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM | New Customer - Passenger Experience | Scoop.it
Gartner’s Symposium/ITxpo 2014 in Orlando, Fla. is in full swing — and the Twitter stream is abuzz with snippets and quotes from keynotes and sessions focusing on a digital first world, business units as technology startups, the rise of smart machines and digital humanism – all feeding the event’s theme around digital business. This morning Microsoft CEO Satya Nadella seemed to captivate the audience during a packed keynote. He emphasized that the company wants to excel a Topic: Digital Marketing.
Eric_Determined / Eric Silverstein's insight:

“Digital Business is Driving ‘Big Change,’” Gartner’s list makes it clear that, for businesses to survive in the digital world, they need to invest in #customer #experience and predictive analytics.


What other trend do you foresee?

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How to link Social engagement with real Business results!

How to link Social engagement with real Business results! | New Customer - Passenger Experience | Scoop.it
Your marketing efforts are somehow wasted if you invest lots of time and money in Social Media strategies that aren't linked to the real world. How to be successful with Social Media Strategies? Case study with a few brands.
Eric_Determined / Eric Silverstein's insight:

As you can see on the poster image, @Nordstrom highlights shoes in their stores that have been "pinned" on their @Pinterest page.


Marc Jacobs ran a promotion based on visitors in-store and their #social #media interaction.


While these examples apply to businesses that have store fronts, linking your online and offline strategies help deliver an #Omni-Channel #experience.


Can you share other campaigns and brands you may have experienced?


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Kim Swagemakers's curator insight, October 7, 11:31 AM

a few nice examples to efficiently link your social meida efforts to the real world by literally bringing Foursquare, Facebook, Pinterest, Twitter and the good old QR code into your store.

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Everyone focuses on #Mobile, but instead you should focus on Mobility!

Everyone focuses on #Mobile, but instead you should focus on Mobility! | New Customer - Passenger Experience | Scoop.it
“There’s a big acceleration of millennials expecting content on demand and optimized for any device,” pointed out research guru Jason Dorsey, who specializes in Gen Y. “It would be naïve to say that TV doesn’t reach them, but when looking at how they take in entertainment and information via mobile devices, TV is not where it is at.”
ESPN, which dominates so much of DVR-proof live sports programming, appears on the winning side, however. This past April, the cable net revealed that the majority of consumers of its digital video content tuned in via smartphones and tablets, reaching a peak of 57 percent in August. As a result, ESPN is working to enhance high-def mobile viewing to service consumers and advertisers.
Eric_Determined / Eric Silverstein's insight:

While this article focuses on Advertising across #Mobile platforms, #data clearly shows that the focus should be on overall mobility instead. Do you agree?


Consumers will want access to whatever they want, across any platform, wherever they are and whenever they want.


For this reason, you need to make sure you can deliver a positive #customer #experience at every touch point of your customer #journey.



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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | New Customer - Passenger Experience | Scoop.it
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...
Eric_Determined / Eric Silverstein's insight:

Would you agree that Predictive Analytics is a continuously evolving target?


Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.


It's great to see these latest examples across top brands, and the results in:


- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time


Share your thoughts.



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Roberto Nocera's curator insight, September 24, 3:44 AM

the new frontier of customer satisfaction #cxm

Mike Ellsworth's curator insight, September 25, 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.

 

Via @Eric_Determined

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5 Tips to Digital Marketing

5 Tips to Digital Marketing | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - With every passing day, getting noticed by your audience is becoming more and more difficult. Being in the right place, at the right time, in front of the right people ...
Eric_Determined / Eric Silverstein's insight:

In adopting practices, make sure you always think of your customer experience within each step


1. Target the right audience (Uber)

2. Pay attention to the important numbers (Pink Cake Box)

3. Project clear goals and corresponding messages (Kiva)

4. Be accessible on the go (BuzzFeed)

5. Connect and collaborate (Ana White)


What would you add to your Digital Marketing approach?





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Kaitlyn Fahey's curator insight, September 18, 6:42 PM

Love tip #5 - connect and collaborate. Not only does it save you time, but it gives you a greater variety in content. Add a team members to collaborate with,  connect with your followers, and watch your social presence flourish.

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Never take #Loyalty for granted - Lesson from Apple & @U2

Never take #Loyalty for granted - Lesson from Apple & @U2 | New Customer - Passenger Experience | Scoop.it
Another 6 months – another set of Apple tech announcements and pending products. Bigger phones, better software and a Watch (which I will probably speak about soon enough around what this could mea…
Eric_Determined / Eric Silverstein's insight:

As you build relationships with your customers, make sure you understand what they like about your brand, then deliver a personal experience.


I'm a fan, but not everyone are U2 fans, or wanted their album to be front and center within their iTunes library.


Important Lesson in #loyalty:


1) Customers like to have a choice

2) Customers like to have things that are relevant to them


If you are an iPhone owner, were you happy to receive the latest U2 album?


How about if you are part of the majority of mobile users that don't own an iPhone, what are your thoughts on the U2 promotion?

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