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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 - Latest venture www.snapcious.com - mobile social engagement
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Irresistible Customer Experience - Loyalty

Irresistible Customer Experience - Loyalty | New Customer - Passenger Experience | Scoop.it
Irresistible customer experience loyalty comes from consistency of caring not rigid procedures. DOs & Don'ts fr The People Skills Coach™ Leadership Teamwork
Eric_Determined / Eric Silverstein's insight:

Do's and Don'ts of Irresistible #Customer #Experience - #Loyalty


Kate Nasser shares clear points in her Irresistible Customer Experience series.


Is the key phrase: building #Relationship ?


Share your thoughts on the key points.

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Jean-Marie Grange's curator insight, May 12, 9:28 AM

"Serve the customer not the metric. Serve the customer and you’ll meet the metric"

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5 disciplines of customer experience leaders

5 disciplines of customer experience leaders | New Customer - Passenger Experience | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and more repeatable for new products or new markets.
Eric_Determined / Eric Silverstein's insight:

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | New Customer - Passenger Experience | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.
Eric_Determined / Eric Silverstein's insight:

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | New Customer - Passenger Experience | Scoop.it
The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

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Darcy Bevelacqua's curator insight, November 26, 2014 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

Michael Allenberg's curator insight, December 8, 2014 8:59 AM

Excellent book from Solis... #innovateorDie

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Excellent Customer Care is becoming THE Differentiator - Agree?

Excellent Customer Care is becoming THE Differentiator - Agree? | New Customer - Passenger Experience | Scoop.it

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Eric_Determined / Eric Silverstein's insight:

John is spot on, the 3 critical areas to customer care are:


1) Customer

2) Staff

3) Organization


"Customers are not like tissues, to be used and then discarded – any company that thinks like that, will soon find that the box is empty!"


Any other quotes you would like to share?


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How do you impact #Customer #Experience on a small budget?

How do you impact #Customer #Experience on a small budget? | New Customer - Passenger Experience | Scoop.it
Lack of resources is no excuse NOT to improve customer experience. Stop looking at the big picture and start chipping away at the little things. Small victories lead to big wins! You can get started right now.
Eric_Determined / Eric Silverstein's insight:

Don't ever forget that your #customer #experience needs to involve your #employee experiences too.

 

Jeannie is absolutely right that what may seem as small stuff can have a big impact for clients or customers.

 

Share your recent experience of a small change made that had a positive impact for you or the brand?

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Age of #Customer - from revolutionary to evolutionary

Age of #Customer - from revolutionary to evolutionary | New Customer - Passenger Experience | Scoop.it
When Facebook and Twitter came along, many people thought they would be revolutionary — but how many thought they would evolutionary?
Eric_Determined / Eric Silverstein's insight:

"As we enter a new age of the customer -- empowered by social media reach and mobile connectivity -- the impact on business has gone beyond revolutionary — to evolutionary."


Do you agree with the below statement?


"You can fall behind and catch up later in a revolution but not in an evolution"

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | New Customer - Passenger Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.
Eric_Determined / Eric Silverstein's insight:

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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Want to Innovate? It Starts With Your Corporate Culture

Want to Innovate? It Starts With Your Corporate Culture | New Customer - Passenger Experience | Scoop.it
The business environment is always changing, and the CEO’s job is to ensure that the organization adapts and evolves to meet those changes
Eric_Determined / Eric Silverstein's insight:

John is absolutely correct in his statement:

 

"One of the most important aspects of corporate culture is encouraging employees to embrace change.


The business environment is always changing, and leadership’s job is to ensure that the organization adapts and evolves to meet those changes."


John provides three key guiding principles in his article.


One last item that may be missing is the #customer engagement, since the entire organization depends on that final product/service buy-in. 


Do you agree?

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What Do Your Employees Know About Customer Experience?

What Do Your Employees Know About Customer Experience? | New Customer - Passenger Experience | Scoop.it
Image courtesy of xianrendujia: What do your employees know about customer experience? I’ve been talking about the importance of employees to the customer experience since my days at J.D. Power…
Eric_Determined / Eric Silverstein's insight:

"Without your employees, you have no customer experience.


The linkage between #employee #engagement and #customer #experience has been proven."


As Sir Richard Branson said:  "if you run a business, put on top your employees, then your consumers followed by your shareholders"

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Christelle Alvine Nkondog's curator insight, April 27, 7:43 AM
The world copes to profound changes both technology and conceptually. This is not without effect on businesses. This being so, with the globalization, the cyber word, environmental challenges, wavering customer loyalty, shortage of work, enterprises face today unprecedented challenges of adaptation. Having regard to all challenges, innovation has become a matter of survival, better than that, the knowledge economy is now based on the productivity of the brain. The company must focus not only on functional benefits customers, but also on the emotional social benefits. Therefore, with the arrival of new technology, companies must pay as much attention both how client live the experience of their brand numerically and direct contact. yet, there are still cases where employees are not trained constantly, knowledge is not updated in relation to the progress of technology. This makes that, those are disconnected from the customer experience where as scientific research has proven that the best way to retain is to focus on the customer experience. Employees should therefore "get into customer skin" and experience every part of the concession through their perspective. The aim being to be overall customer experience at every point of contact with the concession. In short, customer satisfaction remains an endless race. but, run smarter, can cause the conversion of customer satisfaction in customer loyalty. So, employees should, not only be updated conceptually and technologically, buy also learn and know more about the customer experience.
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20 Ways To Cultivate Self-Love - Leads to success!

http://simpleselfconfidence. Here are 20 ways to cultivate self-love and improve your self-confidence.
Eric_Determined / Eric Silverstein's insight:

A nice way to end the week, which one is your favorite?

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In this #Digital Era, how are you Strengthening your Employee #Relationships ?

In this #Digital Era, how are you Strengthening your Employee #Relationships ? | New Customer - Passenger Experience | Scoop.it
Employees are disengaged at work, and organizations have been exploring how social and digital technologies can address this
Eric_Determined / Eric Silverstein's insight:

Richard Branson "If you run a business, put on top your Employees, then your Customers, and then your Shareholders"


As Charlene Li highlights, "#Relationships are the lifeblood of a B2B company, with customers and with business partners. Everybody could potentially be doing marketing and sales through #engagement. Having your #employees empowered to do that becomes absolutely critical for B2B companies."


As businesses understand the importance of customer #journey maps, have you created an employee journey map?


When you build #trust with your employees, and give them a clear vision and understanding of their role within the company, they become one of your greatest asset. This improves productivity, and has a direct impact to profitability.



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Apply the "Sports" approach to your Business...

Apply the "Sports" approach to your Business... | New Customer - Passenger Experience | Scoop.it
Straight Talk on Strategic Issues
Eric_Determined / Eric Silverstein's insight:

Great lessons from great coaches such as John Wooden, Phil Jackson and Don Shula.


- Make sure everyone understand and believe in the overall strategy


- Every member have clear roles and responsibilities


- Employee experience will have a direct impact on your customer experience


"Success for the individual only happens when the whole team wins!"


The entire organization needs to be aligned - Focus on listening to your customers and deliver on your brand promise - You are bound to Win!


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Nikolaj Opstrup's curator insight, October 4, 2014 11:23 AM

This is particularly important for innovation teams where diversity is a prerequisite for conflicts that unleash the true power of creativity. If diverse team members are not properly aligned and share the overall vision, this conflict results in poor performance and mistrust.

William Marignan's curator insight, October 14, 2014 5:26 AM

sport et business font bon ménage.

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The importance of a "Thank You"!

The importance of a "Thank You"! | New Customer - Passenger Experience | Scoop.it
You can become an effective leader! As in anything else you do, awareness of what is working and what is not is the first step. Then make a plan of action to correct or improve what’s needed.
Eric_Determined / Eric Silverstein's insight:

We touched on the power of a Thank You for customers, but don't ever forget to Thank your employees too!

 

If you want to deliver the best #Customer #Experience, it starts with your employees, do you agree?

 

 

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Relationship Economics

Relationship Economics | New Customer - Passenger Experience | Scoop.it
'Everyone talks about building a relationship with your customer. I think you build one with your employees first,” says newly appointed Senior Vice President of Retail at Apple Angela Ahrendts.

The more you invest in terms of genuine listening, sharing and engagement, the more likely it is that your
Eric_Determined / Eric Silverstein's insight:

Relationship Economics - #Data is clear in @briansolis @LinkedIn @slideshare

 

The importance of effective and honest communication with your employees - they are a direct extension of your brand!


Do you agree?

 

 

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#CX Success Formula: Obsessive Customer and Employee Centricity

#CX Success Formula: Obsessive Customer and Employee Centricity | New Customer - Passenger Experience | Scoop.it
Leading event registration company EventBrite is making a high profile entry into Australia as part of its ongoing international expansion. There have been a few interviews with
Eric_Determined / Eric Silverstein's insight:

You can't go wrong if you follow the same fundamentals as @Zappos and @Amazon


1) Only one way to be customer centric

2) Fight the company centric ‘swing back’

3) Define success from the customer view

4) Aim above customer satisfaction… to delight


Do you agree? 

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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?



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