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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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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?

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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?

 

 

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@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?

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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.



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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?

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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?

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#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?

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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?

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

Un mundo en constante transformación....

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

Every business is digital...

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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?

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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? 

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