New Customer - Pa...
Follow
Find tag "digital"
39.5K views | +145 today
New Customer - Passenger Experience
Everyone are now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Latest venture www.snapcious.com - mobile social engagement
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Moving at the Speed of Expectation - #CX

Moving at the Speed of Expectation - #CX | New Customer - Passenger Experience | Scoop.it
Thought I would share a blog that I wrote initially for Marketing Week, on the need for organisations to move at the speed of customer expectation...
Eric_Determined / Eric Silverstein's insight:

"Today, the digital #experience is about more than the singular, inspirational moment, it is about being able to change the game, at the speed of expectation.


Do you agree that Expectations are being created by moments outside your industry, by companies that don’t have your history, don’t “belong” to your industry?



It is no longer just the “what” that defines the winners and losers, it is the “how”. 


• HOW to take advantage of all the #data in the world, the #mobile revolution, the #social interactions, the start-up #communities. 
• HOW to change the DNA of your organisation so that you are future ready, if not born in #digital, then cultivated in digital. 
• HOW to be here tomorrow when your industry continues to be disrupted. 
• HOW to be leaders, individually in your companies. Agility really is becoming the currency of leadership and today’s digital disruption is tomorrow’s business as usual"

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin

#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin | New Customer - Passenger Experience | Scoop.it
SXSW has been called Spring Break for digital marketers by those who come to Austin for the fun. But to paraphrase Chris Curtin, Visa’s Chief Brand & Innovation Marketing Officer, SXSW is “one part CES, one part TED, two parts Austin.” No matter what you call it, it’s overwhelming trying [...]
Eric_Determined / Eric Silverstein's insight:

As you attend @SXSW, share which session you found most valuable?


Here are some great recommendations from John Ellett:


- Creating Meaningful #Mobile #Experiences


- How #Innovation Happens


- Humanizing #Digital


- Learning to Work in the Future


- Bringing the Flying Lab into Reality


- How to Remain Relevant in Today's Digital Age


- Defining the Next Generation of #Retail Experience

more...
DTS000's curator insight, March 17, 11:28 AM

Are you going?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

2015 - The Year of #Engagement & #Empowerment

2015 - The Year of #Engagement & #Empowerment | New Customer - Passenger Experience | Scoop.it
What do you get if you cross a host of the most innovative marketing technology companies, a herd of Europe’s marketing thought leaders, and a pack of knowledge-hungry marketers? Well, based on our experience over the last few days, it would look a lot like the TFM&A event (standing for ‘Technology for Marketing & Advertising’), which wrapped-up yesterday. Held at the impressive Olympia Conference Centre in London, this event was energizing, exciting and empowering for attendees. So, I’d like to
Eric_Determined / Eric Silverstein's insight:

Do you agree that 2015 is the year of #Engagement & #Empowerment?


Great story board created by @Marketo summarizing the key takeaways from Technology for Marketing & Advertising conference.


I particularly like the ABC. It's about delivering continuous engagement and positive #customer #experiences, in order to earn your customers #loyalty and #advocacy. 


Share your thoughts.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Digital, #Social & #Mobile in 2015

We Are Social's comprehensive new report covers internet, social media and mobile usage statistics from all over the world. It contains more than 350 infograph…
Eric_Determined / Eric Silverstein's insight:

There is no denying it, the world is becoming ever more connected.


The question is not whether you need to be #social and #mobile, it's how do you intend to capitalize utilizing all channels available.


You need to offer the right #engagement across all your #customer #touchpoints, delivering value throughout your customer #journey.


Where do you see your greatest opportunity in 2015: #Digital, Social or Mobile?

more...
Bharat Employment's curator insight, January 24, 7:25 AM

www.bharatemployment.com

Jean-Marie Grange's curator insight, January 26, 11:01 AM

#Digital, #Social and #Mobile in 2015. All the markets, all the figures...

The world is becoming more and more connected every day!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

5 Rules for Strategic #Partnerships in a #Digital World

5 Rules for Strategic #Partnerships in a #Digital World | New Customer - Passenger Experience | Scoop.it
Rule 1. Never innovate alone. 
Eric_Determined / Eric Silverstein's insight:

"Both B2C and B2B companies are in an arms race to develop innovative user experiences, expand distribution, and capture new sources of monetization. Digital leaders are discovering that their future depends not just on what their own companies can do, but on the capabilities, functions, channels, and insights they can tap by partnering with others."


Do you agree?

 

Rule 1. Never innovate alone. 

Rule 2. Understand that no single company has a lock on user preferences. 

Rule 3. Focus first on a great user experience, not the value exchange.

Rule 4. Strike the right balance between scale and customization.

Rule 5. Treat your partnership like your business.


Is your company open to partnership?

more...
John Thomas's curator insight, December 26, 2014 1:46 AM

Clearing out your home or business premises can be a big chore, so why not seek professional help. If you need the best quality skip hire Kingston has to offer, call on NJB Recycling Surrey for all of your rubbish removal needs. For more details visit: http://www.njbrecyclingsurrey.co.uk/skip_hire_kingston.html

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Rise of #Customer Expectations

The Rise of #Customer Expectations | New Customer - Passenger Experience | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the
Eric_Determined / Eric Silverstein's insight:

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

@Google, @Amazon, #Apple and @Microsoft Are Coming for Your #Customers!

@Google, @Amazon, #Apple and @Microsoft Are Coming for Your #Customers! | New Customer - Passenger Experience | Scoop.it
Digital platforms such as Google, Amazon, Apple and Microsoft are fighting to redefine the nature of audience, and marketers should pay attention
Eric_Determined / Eric Silverstein's insight:

In today's digital world, it's not if change is coming, it's how soon is it  coming ?


As the article states, you need to pay attention to these conglomerates who have a lot of capital to invest.


Are you ready to jump on the next digital wave?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Lessons from Davos: #Digital #Economy built on Connections

Lessons from Davos: #Digital #Economy built on Connections | New Customer - Passenger Experience | Scoop.it
It’s no surprise that technology is shaping the world, but it’s changing our worldview too. And no, I’m not talking about Google glasses (or contact lenses).
Eric_Determined / Eric Silverstein's insight:

When we talk about Digital Economy, is #Data the new gold?


Experiences shared by key technology CEOs: SalesForce, Yahoo, AT&T, Cisco and British Telecom.


Going back to my last scoop.it article on mobile marketing, the fact that every facet of our lives becomes more connected, data across all devices and collected throughout the journey becomes more valuable.


It's what you do with that data that will differentiate the winners from the losers. There will be a tug of war between privacy and value added benefits, will there be a clear winner?


Share your thoughts.



more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Building tomorrow's #Digital #Experience - Cisco values it at $19 Trillion!

Building tomorrow's #Digital #Experience - Cisco values it at $19 Trillion! | New Customer - Passenger Experience | Scoop.it
You probably already know that John Chambers, chairman and CEO of Cisco Systems, likes big numbers. Today in a keynote at the 2014 International CES in Las Vegas, he may have picked his biggest number ever.
Eric_Determined / Eric Silverstein's insight:

There is always interest in seeing how Fortune 500 companies anticipate the next big trends.


Share your thoughts on examples listed by John Chambers.


I certainly welcome the time when our cities are better connected and offer more efficient services. How about you?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The #Digital Era's Biggest #Marketing Change - The Customer

The #Digital Era's Biggest #Marketing Change - The Customer | New Customer - Passenger Experience | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity ...
Eric_Determined / Eric Silverstein's insight:
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



more...
Patrick Findlay's curator insight, March 19, 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How Agile is your business?

How Agile is your business? | New Customer - Passenger Experience | Scoop.it
Marketers Don’t Create Customer Journeys…Customers Do
Eric_Determined / Eric Silverstein's insight:

"#Marketers Don't Create #Customer #Journeys ... Customer Do"


For businesses to succeed today you need to align your brand promise to what your customers expect and wish.


One thing we can be assured in life is Change!


How agile is your business?


Sanjay @Marketo highlights the #1 skill/solution CMOs are seeking in 2015: #Digital #Engagement.


I would elevate it to Digital & #Social Engagement, do you agree?


Your business will grow by strengthening your #loyal #community. Their social reach and #influence will have a direct impact to your bottomline.


Share your thoughts?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Marketing First!?

#Marketing First!? | New Customer - Passenger Experience | Scoop.it
This week, I’d like to explore another finding from the survey—how marketers will play a larger role in company strategy. This is a huge development, and a dramatic shift in many organizations from how marketing was asked to contribute in the past.
Eric_Determined / Eric Silverstein's insight:

Do you agree that marketers are responsible for the end-to-end #engagement and ownership over the customer’s lifetime?


"The shopping and buying process has changed forever. Buyers have more information at their fingertips than ever before and they are using it to self-educate. They’re reaching out to companies later and later in their decision-making cycles. As a result, if a company hopes to engage and #influence that shopper, they have to do it earlier. This new #digital, #social, #mobile world, is the domain of the marketer. That means that marketing is the only function that has a chance to influence buyers before they have all but made their decisions—putting the marketer in the driver’s seat, or at the starting line—either way, it’s Marketing First.

 

Marketers will put more energy, time, and effort into areas such as strategy, digital, and customer lifecycle #engagement."


more...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How are you improving your #Digital #Engagement #Strategy for 2015?

How are you improving your #Digital #Engagement #Strategy for 2015? | New Customer - Passenger Experience | Scoop.it
Customers' app journeys hold the key to new opportunities.
Eric_Determined / Eric Silverstein's insight:

"Understanding how to improve the path from prospect to customer #brand #advocate is the main challenge in business today."


Do you agree?


There were 140 billion app downloads as of September 2014.


By 2017, there will be more than 5 billion smartphones.


Also by 2017, there will be more than 2.3 billion users on #social networks.

 

"Inserting better #engagement opportunities into #customer #journeys through better #mobility / #Apps integration will be critically important to organizational success."


How will you improve your mobile engagement strategy in 2015?


I've been impressed by a new startup that delivers #gamification of photo-sharing, which can be inserted directly within existing Apps.

more...
elisajames's comment, January 5, 6:42 AM
share this on linkedin
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How #Data needs to connect across the #customer journey

How #Data needs to connect across the #customer journey | New Customer - Passenger Experience | Scoop.it
Understanding the customer journey and delivering relevant experiences has never been this critical.
Eric_Determined / Eric Silverstein's insight:

"Non-personal identifiable information acts as the lifeblood of digital #marketing: improving the relevancy and effectiveness of acquisition, retargeting, optimisation, #personalization and even #loyalty and retention programs.

 

The systems that marketers are using today may have been acceptable for a website oriented world, but they will not be sufficient to support a model that is expected to be 50% cross-channel sales and $1.8 trillion in less than five years.

 

The companies that deliver a #CustExp that is relevant and personalized across their customers’ journeys – an experience that is informed by customers’ intent, device and channel, and purchase stage – will be the digital marketing leaders of tomorrow. "

 

Share your latest experience of a company that delivers a consistent experience across all touch points?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Digital tech reshapes #marketing

#Digital tech reshapes #marketing | New Customer - Passenger Experience | Scoop.it
Despite e-commerce’s surge, some 90 percent of what people buy still comes out of brick-and-mortar stores. And when it comes to consumer-packaged goods, that figure is even higher. A recent study by Kantar Worldpanel predicted it may take another decade before online purchasing grabs even 10 percent of grocery purchases.
Eric_Determined / Eric Silverstein's insight:

Understanding the new shopper Journey, check these latest tech tools at your store near you!


Which technology do you anticipate will have the biggest impact to your shopping experience?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Why all businesses need #Digital - 6 #IT Trends

Why all businesses need #Digital - 6 #IT Trends | New Customer - Passenger Experience | Scoop.it
The definition of "digital business" is a lot broader than you may think. "It's not just about technology companies and start-ups anymore," said Michael J. Biltz, an executive at Accenture, a firm specializing in consulting, technology services and outsourcing. "Every company is a technology company at its core and in the process of converting to a digital business." Think of a company that's looking for new ways to weave social, mobile, analytics and cloud techn Topic: Customer Experience.
Eric_Determined / Eric Silverstein's insight:

@AccentureLabs raises key trends and questions 


While businesses differ in size and scope, they share common goals: "Connect with customers #CX and sell more product." 

 

"When you start talking about disruption, there is always the possibility that you will disrupt yourself" - Be ready for that!

 

It’s about using that technology to create fundamental changes in the way work is done. Accenture report identifies six IT trends as drivers of this digital power shift:

 

- Digital-Physical Blur


- From Workforce to Crowdsource


- Data supply chain


- Harnessing Hyperscale


- Software as a Core Competency


- Architecting Resilience


Michael Biltz @mjbilz provides key arguments.


What further disruption do you anticipate?


Do you agree that digital is a key requirement for any size companies?

more...
Ángeles Mirón Martín's curator insight, February 12, 2014 3:26 AM

Un mundo en constante transformación....

Ranjit Kovilinkal's curator insight, February 12, 2014 11:30 PM

Every business is digital...

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Worldwide Internet, #Social Media and #Mobile statistics: It's all in the #Data!

Worldwide Internet, #Social Media and #Mobile statistics: It's all in the #Data! | New Customer - Passenger Experience | Scoop.it
Now that there are 2.5 billion people -- roughly one-third of the world’s population -- online, it can be pretty tough to keep up with trends, figures and other data. Much of the ...
Eric_Determined / Eric Silverstein's insight:

Everyone are eager to review data on the latest digital trends across the World. Well here are 183 pages of valuable global data.


Which information surprised you, or found most interesting?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

What Can We Expect From The Next Decade Of Marketing?

What Can We Expect From The Next Decade Of Marketing? | New Customer - Passenger Experience | Scoop.it
While most of the impact of technology on marketing has been tactical so far, over the next decade or so there will be a major strategic transformation.
Eric_Determined / Eric Silverstein's insight:

Greg provides in depth analysis how Marketing is evolving :

 

"digital technology has enabled us to retarget consumers when they respond to a message and that has changed marketing forever.  In effect, we must make the shift from grabbing attention to holding attention.

 

That means that brands will have to learn to be more like publishers and learn content skills.  It also means that marketers will have to create a genuine value exchange rather than just coming up with catchy ad slogans and price promotions.  Like it or not, we’ve entered a post-promotional paradigm.

 

Big data is enabling an entirely different approach.  Rather than wait for the results of controlled studies and then analyze them to glean insights, we can collect massive amounts of data in real time.  Instead of fooling ourselves into thinking we have it right, we can become less wrong over time."


I particularly like this last sentence.

 

What are your thoughts? 

more...
No comment yet.