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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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Are You Ready To Tell The Right Story?

Are You Ready To Tell The Right Story? | New Customer - Passenger Experience | Scoop.it
Compelling products and services help us to be more of who we want to be. The best product descriptions tell that story.
Eric_Determined / Eric Silverstein's insight:

3 recommendations by Bernadette Jiwa  on what your product or service story should do:


1. Affirm the customer’s worldview
What does she care about?
What’s the change she’s hoping for?
How will your product make her become more of who she wants to be?

2. Connect with and speak to her emotions—make her feel something
Why is she considering this product?
How does she feel before she experiences it?
How would she like to feel when she’s used the product?

3. Deliver the information you’ve anticipated she needs to confirm or rationalise her decision
What are the facts she needs to know and why?
What change can she expect after she has used the product?
Remember to show as well as tell.


Would you add any additional recommendations?

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Emotions Increase Conversion Rates - 5 Concrete Steps

Emotions Increase Conversion Rates - 5 Concrete Steps | New Customer - Passenger Experience | Scoop.it
Think back to your last purchase. Why did you make it? We are drawn to complete a purchase when either the product, its price, or another element in the shopping experience successfully triggers an e…
Eric_Determined / Eric Silverstein's insight:

“We don’t make purchases just because we “like” something.” Emotions can take you from wanting a product to buying a product.


How to Use Emotion to Increase Conversion Rates


Step 1: Who’s the Customer? Define the Buyer Persona
Step 2: Picking an Emotion to Trigger

Step 3: Using the Right Text (Copy)
Step 4: Images and Design

Step 5: Emphasize Benefits and Not Features


Amiti "Ty" Rothstein shares valuable examples across major brands like @Adidas, @JCPenney, @Dove, @Airbnb to name a few.


How are you looking to improve your customer emotional connection with your brand in 2016?

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Why You Should Focus On Trust, Not Traffic

Why You Should Focus On Trust, Not Traffic | New Customer - Passenger Experience | Scoop.it
In this post, Mark Schaefer challenges you to look at your content marketing with a different mindset and build trust instead of traffic.
Eric_Determined / Eric Silverstein's insight:

"The power on the web does not come from content alone or traffic. It comes from social transmission. Your investment in content development does nothing for your business if it’s not seen and shared. Content that doesn’t move has the same economic value as the world’s greatest movie script locked in a cold, dark vault."

 

Emotional ties to content and brands that fuel that transmission are ultimately created by trust – do you agree?

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charlotte's curator insight, November 13, 2015 7:59 AM

ajouter votre perspicacité ...

Stavros Papagianneas's curator insight, November 13, 2015 10:13 AM

Absolutely !

Harmony Com's curator insight, November 20, 2015 6:01 AM

Tout à fait d'accord !

Sans confiance, pas d'achat : simple.

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3 CX points customers share in social media

3 CX points customers share in social media | New Customer - Passenger Experience | Scoop.it
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There a...
Eric_Determined / Eric Silverstein's insight:

1. Experience

2. Relationship

3. Feeling/Emotion


"When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the #customer #experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.  Remember, the customer experience that gains the most confidence with your customers is to get the basics right.  First, you earn the right to your customer’s confidence with reliability and then move on from there. You must clear the hurdle of random experiences and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)."


Insight @JeanneBliss

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7 key takeaways from #BMA15 Business Marketing Association

7 key takeaways from #BMA15 Business Marketing Association | New Customer - Passenger Experience | Scoop.it
A couple weeks ago, I had the opportunity to attend the 2015 Business Marketing Association national conference in Chicago. Over the course of three days and 39 content sessions, I walked away with an energized view about where today’s innovative B2B marketing is trending. While the sheer amount of transformative ideas was, at times, overwhelming and daunting, I was able to capture seven of the most prominent trends from some of the brightest minds in today’s workforce:1. It’s time to refocus on
Eric_Determined / Eric Silverstein's insight:

7 trends from #BMA15


1.    It’s time to refocus on the customer

2.    The customer journey has changed

3.    Emotion trumps logic in marketing

4.    There’s a new normal in technology, and we already know the next normal

5.    If you can’t measure it, stop doing it completely

6.    “B2B marketing” isn’t synonymous with “boring”

7.    Millennials are now decision-makers

 

James Gilmore, author of "The Experience Economy": “People value the time they spend in places and events. Get customers to spend more time with you, and they'll spend more dollars on you."

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Science Proves What Really Makes People Happy

Science Proves What Really Makes People Happy | New Customer - Passenger Experience | Scoop.it
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t.Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it. And…eventually, the thrill is gone.I know this first hand. I have written before about my love of fishing lures. A
Eric_Determined / Eric Silverstein's insight:

"An important part of Gilovich’s findings is that the experience becomes a part of us; through the stories we tell and share with the other who shared the experience. They become a bond in our personal relationships, a key to happiness for most people. "


The above is the foundation of our mobile solution @SNAPCIOUS, empowering customers to share their visual stories around the brands they love.


Which brand experience have you recently been delighted by?

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soundsaves's curator insight, August 3, 2015 5:29 PM

"An important part of Gilovich’s findings is that the experience becomes a part of us; through the stories we tell and share with the other who shared the experience. They become a bond in our personal relationships, a key to happiness for most people. "

 

The above is the foundation of our mobile solution @SNAPCIOUS, empowering customers to share their visual stories around the brands they love.

 

Which brand experience have you recently been delighted by?

 
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The New DNA Of Customer Experience Value

The New DNA Of Customer Experience Value
Eric_Determined / Eric Silverstein's insight:

Share your thoughts on this new DNA of #Customer #Experience Value


Developed by @CXGAsia

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Nina Lappalainen's curator insight, April 29, 2015 1:04 AM

The New DNA Of Customer Experience Value

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The Visual Guide To Human-Centered #Marketing

The Circle of Influence is an end-to-end Customer Experience (CX) algorithm developed by CXG for marketers and CX pros looking for that extra business edge thr…
Eric_Determined / Eric Silverstein's insight:

"Being remarkable means making customers remarkable"


Terence Chan with his @CXGAsia group created the Circle of Influence to showcase the different stages.


What are your thoughts on the @YouTube video?


How will you elevate your #customer #experience?





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Visual listening is the next big thing in #Social !

Visual listening is the next big thing in #Social ! | New Customer - Passenger Experience | Scoop.it
1) Following the money.
Brands rely on campaigns targeting bloggers and influencers to organically build buzz among followers on image-based social networks, and it’s a tactic that works incredibly well. But now, Pinterest and Instagram are introducing advertising with the goal of dramatically monetizing their currently-bare bottom lines. There are several recent reports that show Pinterest is pricing CPMs at $30-40 and that Instagram’s CPMs will also be on the high-end, with month-long campaigns starting at $350,000 and up. In 2015, you can expect to see major brands diverting advertising spends from traditional channels like TV into image-based social networks to up their game and stand apart from the competition. After all, glossy and gorgeous imagery is easily transferred to digital and social campaigns. Where there’s money spent, there is always the need for analytics and measurement in order to optimize and prove ROI.

2) Brand protection
Brands have enormous vested interest in knowing where and how their images are being used and shared – deliberately or otherwise — and to glean insights about people’s relationships with, and reactions to, their content. Equally important, visual listening will help brands ensure that other parties are not misusing their images.

3) Serendipitous insights
Visual listening will open up a world of insights and new business opportunities by discovering more about the moments in which branded images are used in relation to other images, content, and social markers. Using visual listening, you’ll be able to spot patterns and correlations that could lead to serendipitous discoveries, fuel new under-the-surface campaigns, reveal untapped audiences and stimulate product development ideas. For example, imagine the type of campaigns a sneaker brand can create after discovering that consumers are frequently sharing photos of their latest kicks while drinking coffee at Starbucks.

4) Tech innovation
Data science has come a long way. I believe that in 2015 the industry will innovate to make it possible to train a computer to recognize the difference between an image of a dog and a cat. It could even be sophisticated and powerful enough to discern a highly nuanced brand signal, like the crown within the Starbucks logo or the leaf at the top of Apple’s logo. Word on the street is that Facebook is already using some pretty advanced image recognition technology to identify faces in photos and images posted. These kinds of leaps in technology will unleash the potential and sophistication of visual listening.

5) Emotions front and center
Emojis, emoticons, and stickers are an integral part of our social vernacular as well as everyday conversations on text and chat. Earlier this year, the Unicode Consortium introduced approximately 250 brand new “pictographic symbols,” including such recognizable additions as the middle finger and the Vulcan salute. In 2015, more racially diverse emojis will be released. Since emojis are technically code, not images, they can today be measured through standard textual tools but for brands, the visual listening (and learning) opportunity lies in understanding how emojis are used contextually, alongside their logos and images.

6) Command centers as real-time visual listening sources
As the social environment matures in 2015, I anticipate that command centers will spread as a mainstream business tool. By tapping into unified views of textual and visual listening in a totally engaging way, marketers will create a compelling source of social intelligence and action.
Eric_Determined / Eric Silverstein's insight:

Will McInness highlights the 6 key reasons:


1) Following the money

2) Brand protection

3) Serendipitous insights

4) Tech innovation

5) Emotions front and center 

6) Command centers as real-time visual listening sources


How important are images when it comes to your social sharing?


How more likely are you to engage socially with brands via photo-sharing campaigns?

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Darcy Bevelacqua's curator insight, December 1, 2014 9:56 AM


Punch Digital 's curator insight, December 1, 2014 5:20 PM

Great food for thought this morning on where you should focus your marketing efforts for 2015


If you're looking to engage an agency that can take your marketing efforts to the next level,  and engage your target audience the right way.


Check out http://www.lumeo.com.au/explainer-videos/ to see an amazing portfolio and the range of services they could offer you and your business today.

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Earn your #Customer #Loyalty by bringing them to tears!?

Earn your #Customer #Loyalty by bringing them to tears!? | New Customer - Passenger Experience | Scoop.it
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is Procter and Gamble (P&G). Procter and Gamble (P&G) understands the importance ...
Eric_Determined / Eric Silverstein's insight:

#Emotions play an important role within the overall #Customer #Experience with your brand.


Check earlier Scoop article from Jan 30th: 

Emotion IS The #Experience - #Infographic


Share your experience, and your thoughts on the P&G ad campaign.

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Debra Walker's curator insight, March 6, 2014 2:44 PM
Connecting to the emotion is absolutely a key to connecting with the customer. Beauty products, as an example, are not sold based on the technical compositions unless there is a link to the emotions of why those ingredients are important - attaching to the values and emotions of the consumer. Similarly - and unfortunately - there is also still a prominence of branding that is associated with connecting with another emotion - fear. Which moves me to tears but for other reasons.
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Star Wars & Your Business Have One Thing In Common!

Star Wars & Your Business Have One Thing In Common! | New Customer - Passenger Experience | Scoop.it
One surprising thing your business and Star Wars have in common
Eric_Determined / Eric Silverstein's insight:

The power of Storytelling


As Christian Ray from Third Drive highlights "Your story of passion, drive and vision for your business are as important as giving people reasons why they should buy your products or services." 


The power of Storytelling enables customers and employees to connect on an emotional level, part of the foundation to building lasting relationships.


Going back to Star Wars, how did you like this latest installment/story?

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Bettina Thompson's curator insight, December 30, 2015 4:44 PM

Looking forward to creating an amazing story - worthy of the telling in 2016!  

Hope you do too!

xo

The Life Sponge

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Why Customer Gratitude Trumps Loyalty

Why Customer Gratitude Trumps Loyalty | New Customer - Passenger Experience | Scoop.it
Emotions come first, behavior comes second.
Eric_Determined / Eric Silverstein's insight:

"What can marketers do with their loyalty programs to earn greater trust, commitment and advocacy?

 

1. Loyalty needs to be reciprocal.

2. Loyalty is about emotion first, behavior second. 

3. Go for gratitude and loyalty will follow.

 

By definition, gratitude is “a readiness to show appreciation for and to return kindness.”  Note that gratitude is inherently reciprocal. It also combines both emotion and behavior. There is a feeling of appreciation and an expression of that appreciation through some kind of action.   Gratitude therefore can serve as the basis of a relationship beyond the transaction.

 

The strategy for generating sustained gratitude is to discover and foster a shared purpose with your customers, and to help them share that purpose with others.  Shared purpose is not something you do for your customer, but rather with your customer."

 

Do you agree that by cultivating gratitude loyalty will naturally follow?


Great insight @MarkBonchek @HarvardBiz

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Your Customers Are Your Brand!

Your Customers Are Your Brand! | New Customer - Passenger Experience | Scoop.it
“Marketing is a (buyer) journey, not a destination”
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Brand Quarterly interview with Pete Krainik, CEO of the CMO Club.


"Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

 

True customer-centricity and meeting your customer at their preference points are the basis of revenue generation that leads to #loyalty and then leads to #advocacy."

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ValPopescu's curator insight, October 7, 2015 1:18 AM

Marketing has shifted from top of the funnel advertising to multi-touch #engagement across the entire buyer’s journey with new and significant emphasis on customer loyalty and advocacy.

 

Digital marketing and big #data are the great enablers to iterative and “growth-hack” marketing.

 

Marketers are anticipating where their customers like to be and providing helpful content, context and access at those points. This is the buyer’s #journey #mapping, it has pivoted #marketing to invest along the entire journey with an emphasis on #digital and #content.

Mery Elvis Mt's curator insight, October 7, 2015 7:42 PM

Si tenemos un negocio, todos somos Atención y Servicio al Cliente 

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Stop Acting Like a Robot & Start Socializing Your Brand

Stop Acting Like a Robot & Start Socializing Your Brand | New Customer - Passenger Experience | Scoop.it
When it comes to social media, brands have a fatal flaw: They aren't human. But there is an art to humanizing a brand so that it is more authentically and successfully social.
Eric_Determined / Eric Silverstein's insight:

The human equation is critical to social success, do you agree?


"Do you measure your popularity by the number of acquaintances you have? (followers in business) - Probably not. Social success in the "real" world is akin to that in the online world and is better measured through meaningful engagement and interactions.


To humanize your brand, create deeper relationships that will help grow your business' popularity.


1. People power your business - Employee engagement

2. Conversation is two-way

3. People have personalities - Personalization & Emotions


Brand your company as a caring companion and you'll not only reap the #social #media rewards, you will find that you have more #engaged #customers for whom you will remain top of mind."


"If something is to be top of mind, it is likely to be tip-of-tongue"
- Jonah Berger


Positive Word-of-mouth will drive the strongest results for your business at the lowest costs!

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Why customer love matters: 9 Inspiring quotes

Why customer love matters: 9 Inspiring quotes | New Customer - Passenger Experience | Scoop.it
People matter, and your customers deserve to be heard. We hope that these quotes inspired you to give your customers a voice in your company and to express your love for them
Eric_Determined / Eric Silverstein's insight:

People matter, and your customers deserve to be heard. How are you facilitating conversations with your customers across your all your channels?

 

Here are 9 quotes, which one is your favorite?

 

1. “Community is much more than belonging to something; it’s about doing something together that makes belonging matter.”  – Brian Solis, renowned speaker, and digital analyst and principal at Altimeter Group,

 

2. “Customers are assets to be cared for and nurtured.” – Jeanne Bliss, author of Chief Customer Officer

 

3. “The customer is the boss.” – A.G. Lafley, CEO, Procter and Gamble

 

4. “To get customers, you need to go from the heart to the brain to the wallet.” – Gary Vaynerchuk, entrepreneur, author and social media influencer

 

5. “Truly listening is hearing the needs of the customer, understanding those needs and making sure the company recognizes the opportunities they present.” – Frank Eliason, Global Director of Client Experience Team at Citi

 

6. “If your customers are made to feel as if they are outsiders, they will eventually find a competitor who makes them feel better about doing business with them.” – Shep Hyken, customer service expert and author of The Cult of the Customer and The Amazement Revolution

 

7. “Find a way to be personal with your customers and connect with them on a human level.” – Andrew Reid, Founder, President and Chief Product Officer, Vision Critical

 

8. “Ignorance of customer needs is not excuse for marketing that isn’t useful or effective” – Jay Baer, best-selling author and founder of Convince & Convert

 

9. “Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter, Director, Vision Critical University

 

 

 

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Why People Share - The Psychology of Social Sharing

Why People Share - The Psychology of Social Sharing | New Customer - Passenger Experience | Scoop.it
How do you get more people to share your content? It’s a simple question that lacks a simple answer. But, perhaps it’s not as complicated as you think. In a …
Eric_Determined / Eric Silverstein's insight:

The Psychology of #Social Sharing - Valuable insight shared through NY Times study:


1. To bring valuable and entertaining content to others.  49% say sharing allows them to inform others of products they care about and potentially change opinions or encourage action.


2. To define ourselves to others. 68% share to give people a better sense of who they are and what they care about


3. To grow and nourish our #relationships. 78% share information online because it lets them stay connected to people they may not otherwise stay in touch with


4.Self-fulfillment. 69% share information because it allows them to feel more involved in the world


5.To get the word out about causes or #brands. 84% share because it is a way to support causes or issues they care about


Would you add any additional reasons?

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Ángeles Mirón Martín's curator insight, April 30, 2015 2:42 AM

Interesting....

DTS000's curator insight, May 2, 2015 5:21 PM

Determine the reasons your audience is using social media so you can better tailor your message to match their needs.

Kate Hauer's curator insight, May 3, 2015 10:38 AM

they psychology of sharing

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Customer Loyalty - Ultimate Channel For New Business!

Customer Loyalty - Ultimate Channel For New Business! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Selling your product or service to a new prospect carries a probability of 5-20%.The probability of selling to an existing customer is a whopping 60-70%. #Customer #loyalty is not just a buzzword – it is the ultimate channel to get new business at the lowest cost!"


What is your favorite loyalty program?


What is your favorite #brand?


Great examples in @Zappos, @DollarShaveClub, understanding the importance of customer #experience and community, in order to nurture their customer loyalty.


Anand adds two more key drivers to strong loyalty: #Trust and #Emotional connection to the brand.

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Liz Allen's curator insight, April 10, 2015 3:55 PM

Practical suggestions for turning one-time customers into lifetime customers!


Nedko Aldev's curator insight, April 27, 2015 6:04 AM

 

721
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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | New Customer - Passenger Experience | Scoop.it
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…
Eric_Determined / Eric Silverstein's insight:

Top 9 Quotes from Digital executives, which will apply globally!


1. "Good #storytelling in 2015 will be all about what we see"

 

2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."

 

3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."

 

4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."

 

5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."

 

6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."

 

7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."

 

8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."

 

9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."


How do you see the evolution of visual content?


Which statement above do you like best?

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Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue

Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue | New Customer - Passenger Experience | Scoop.it
Michael Lowenstein talks about how you can solve a customers problem without owning the customers problem.
Eric_Determined / Eric Silverstein's insight:

It's important to understand the difference:

Service Process vs. Service Experience:Solving the Customer’s Problem vs. Owning the Customer’s Issue

Share your thoughts?

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Emotion IS The #Experience - #Infographic

Emotion IS The #Experience - #Infographic | New Customer - Passenger Experience | Scoop.it
We're pleased to present our latest 360Connext customer experience infographic. Emotion drives everything for humans. See why we MUST sweat the small stuff.
Eric_Determined / Eric Silverstein's insight:

As Jeannie correctly points out, Micro is the new macro:


"When the big picture looks great but your bottom line doesn’t show it, it’s time to walk in your customers’ shoes and drink in the emotions they encounter through their journey."


It doesn't take much to change ones positive feeling of  brand. While my experience with Starbucks "Tweet-a-Coffee" resulted in a negative experience, it's an important reminder to really walk in your customer's shoes as Jeannie pointed out above.


http://ericdetermined.blogspot.com/2013/11/starbucks-your-tweet-coffee-leaves-bad.html


Share your recent experience - how a single moment may have positively or negatively impacted your brand experience.

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Paul Deemer's curator insight, January 31, 2014 3:48 AM

Stay focussed - it matters!

Rhonda Hailey's curator insight, January 31, 2014 8:53 AM

Love the infographic... Customer Experience is so very important. We strive to recommend local businesses to new homeowners with that initial contact being one that is positive and creates an appreciative response. Our best partners then continue the experience with lead nurturing, a great customer experience when they convert and consistent and meaningful follow-up.  It's a win win for everyone. 

Roland Alston's curator insight, January 31, 2014 11:19 AM

The answer to "what does the emtional side of CX look like?...