New Customer - Passenger Experience
90.0K views | +1 today
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 entertainment, mobile and social engagement - Connect with me via LinkedIn:
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein!

The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | New Customer - Passenger Experience |
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.
Eric_Determined / Eric Silverstein's insight:

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.

- It's start with the right Culture

- Incorporating customers and suppliers input within all strategic decisions

- Empowering employees to delight customers

- Nurture and build strong relationships to drive loyalty.

If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

Scooped by Eric_Determined / Eric Silverstein!

Beyond #Sales: The Business #KPI's of #Marketing #ROI

Beyond #Sales: The Business #KPI's of #Marketing #ROI | New Customer - Passenger Experience |
Happier Customers, Better Products, Satisfied Employees
Eric_Determined / Eric Silverstein's insight:

While the traditional focus for companies have been on new Customer Acquisition and Sales, the new focus should be on:

1) Happier Customers

2) Better Products or Services

3) Satisfied Employees

Do you agree?

Happier Customers share their positive experiences, as a result become brand advocate. Key factor to new customer acquisition.

Happy Customers share more ideas and provide feedback for continuous improvements. Another positive factor to sales growth.

With a focus on listening and empowering employees, while rewarding them, customers see and feel the difference, all impacting company bottomline.

No comment yet.
Scooped by Eric_Determined / Eric Silverstein!

Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…
Eric_Determined / Eric Silverstein's insight:

Eric Schmidt created this entertaining @slideshare highlighting the fundamentals that make @Google work.

In the end, those same fundamentals should be applicable to all businesses, don't you agree?

B.L. Ochman's curator insight, October 19, 2014 8:17 PM

reading the book. get it!

QuickTapSurvey's curator insight, October 24, 2014 9:14 AM

The beautiful basics of how Google works! 

Scooped by Eric_Determined / Eric Silverstein!

#Customer Experience success starts with the right Company #Culture - Agree?

#Customer Experience success starts with the right Company #Culture - Agree? | New Customer - Passenger Experience |
VideoCustomer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience. In my opinion, they are: 1. Focusing solely on the customer. Employees [...]
Eric_Determined / Eric Silverstein's insight:

To deliver on #Customer #Experience, you first need to have the right Company #Culture.

Stan Phelps shares his 3D rule to establishing an organization constitution.

Do you agree? 

Scooped by Eric_Determined / Eric Silverstein!

What Role Does Intuition Play in #Customer #Experience?

What Role Does Intuition Play in #Customer #Experience? | New Customer - Passenger Experience |
Last year, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense. In this post, I explore the role of the sixth sense in customer experience.
Eric_Determined / Eric Silverstein's insight:

#Data and #Technology are giving us a lot of information and more efficient tools to address customer needs, but the human element is where you can deliver extraordinary experiences.

Employees are part of your brand promise, they need to be empowered to act on their intuition to deliver remarkable experiences.

Now going back to the photo used here, whether it's an employee or a customer, what would you do on Monday to bring a smile to him/her?


Thank you Annette Franz for sharing your sixth sense!

No comment yet.
Scooped by Eric_Determined / Eric Silverstein!

Empathy - a critical component to #Customer #Experience?

Empathy - a critical component to #Customer #Experience? | New Customer - Passenger Experience |

» Creating Engagement Through Empathy Engineering? 

Eric_Determined / Eric Silverstein's insight:

Nicola Collister addresses the emotional engagement need in delivering the best customer experience.

Share your thoughts on the three steps:

- Values

- Consistency

- Relevance

Chris Farrance's curator insight, January 16, 2014 9:42 AM

Lot of attention focused here at the moment but it does need a thorough review of your end to end processes

@HugoASaenz's curator insight, January 16, 2014 3:16 PM

Quizá ya algunas empresas han encontrado que el puro concepto del CRM se queda corto a la hora de brindar mejores experiencias a sus clientes, hace falta #ClientingXp en la empresa para que esto suceda, tejiendo la experiencia del cliente a través de procesos, estructura, Gente, Cultura, Datos, Herramientas y por supuesto estrategia de Gestión de Clientes..., este es un buen artículo que ilustra una de las muchas variables que puede desarrollar un proceso de #CLientingXp

Denise Barbezani's curator insight, January 17, 2014 11:03 AM

Experiência é tudo!

Scooped by Eric_Determined / Eric Silverstein!

Do We Care About #Brands?

Do We Care About #Brands? | New Customer - Passenger Experience |
Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Can people care about brands? If the answer is yes, then what are companies doing wrong?
Eric_Determined / Eric Silverstein's insight:

According to a survey, most people would not care if 73% of the brands would disappear!?

Share your latest experience on what your favorite brands are doing to earn your Loyalty, and ultimately your Advocacy?

It does start with earning your #trust.

Great insight @annettefranz @SDLjames with strong value connections @TOMS @USAA

Fred Zimny's curator insight, November 8, 2014 12:20 AM

Focus on encounters and experiences in stead of managing relations.

Ahmed Alkandari's curator insight, November 15, 2014 9:01 PM

"Most people worldwide would not care if more than 73% of brand disappeared." So, are companies wasting their money on advertisements and marketing; since, most people won't care about weather the brand will disappeared or not?! People who have brand loyalty are supposed to care if the brand they are loyal to will be available or not on the future. Also would these people considered faithful to their brand if they don't care?

What are brands might been doing wrong with customers?

don't focus on the customersare not providing value relative to priceare not providing value relative to the competition/alternativeshave broken customers' trustdon't deliver on their promisesdon't care about customersdon't meet customer expectationsare not innovative (think "same old same old")deliver a fragmented or poor experience

With all of these point, the relationship between them and their customers will be broken. Therefore, companies should focus more on their customers and design a good customer experience. Companies shouldn't only care about making money, they should also care and focus about being a part of something that matters to people and mean something to them.


Most of the article was asking questions and some questions didn't have answers in the article, they are open for general thinking and answering. It's interesting about how most people won't care if a brand disappeared on the future; for me I would! Of course life won't stop and new brands will enter the market. However, Some brands people got used to it and can's change that easily; the example of Apple. I also found it important about what they mentioned for customers relationship with the company. In my opinion, companies that focuses more on their relationship with their customers and making sure to build an experience with their customers are more successful than companies that focusses on making profits and increase their revenue. I a customer became loyal to a company and he had an experience with that company, he won't mind paying more on that company's goods. The reason is that the company had built a trust and an experience to that customer so he will be faithful and he would care about the brand and the company.

Scooped by Eric_Determined / Eric Silverstein!

3 Elements of a Remarkable #Brand

3 Elements of a Remarkable #Brand | New Customer - Passenger Experience |
Eric_Determined / Eric Silverstein's insight:

Sean Womack shows why purple cows may not be your best approach, although for Milka lovers, it's another story :)

3 key deliverables for a successful brand:

1) Meaningful to your customer

2) Unique from your competitors

3) Deliverable by your company

Do you have a brand in mind that follows the purple cow syndrome?

No comment yet.
Scooped by Eric_Determined / Eric Silverstein!

20 #Customer #Service Tips

20 #Customer #Service Tips | New Customer - Passenger Experience |
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?

Laura Armbruster's curator insight, October 15, 2014 9:48 AM

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

Scooped by Eric_Determined / Eric Silverstein!

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 |
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??

Scooped by Eric_Determined / Eric Silverstein!

How to Grow Without Losing What Makes You Great

How to Grow Without Losing What Makes You Great | New Customer - Passenger Experience |
Author Robert Sutton offers lessons from Starbucks, In-N-Out, Intuit, Facebook, and more on the delicate art of scaling a business.
Eric_Determined / Eric Silverstein's insight:

Valuable lessons across key brands, but Bob and Huggy summarizes it well:

"Scaling isn't just about getting bigger. It is also about getting better. It's about spreading exceptional ideas, systems, or business models, and then persuading--ideally inspiring--others to make them their own.

The goal, Sutton and Rao agree, is to build a business that is as beautiful on the inside as it is impressive on the outside."

#Leadership & #Employee  engagement on the inside and #CustExp on the outside

Share your thoughts on the brands listed and experiences.

Efficienarta's curator insight, February 25, 2014 3:18 AM

Includes a particularly important point about deciding things to stop doing. In my experience one of the most difficult thing for both leaders and managers to do.

Scooped by Eric_Determined / Eric Silverstein!

@Hallmark embarks on a new journey, but understand what their core values are.

@Hallmark embarks on a new journey, but understand what their core values are. | New Customer - Passenger Experience |
A new retail concept and more online options are diversifying revenues for Kansas City-based Hallmark Cards Inc., which continues to cut staff and pare expenses as sales decline in its traditional paper lines.
Eric_Determined / Eric Silverstein's insight:

While Hallmark may have been late to the digital game, they understood the changing landscape and the need to diversify.


Their latest venture HMK focuses on the customer experience:


"Customization is key in Hallmark’s battle to win “social expression” customers, one by one if need be. And it’s what makes HMK different from Hallmark’s network of 2,600 Gold Crown card shops. The company sees it as a gifts-plus-cards store instead of a cards-plus-gifts store."

 That last statement is key.
Share your thoughts on how you see the latest developments from the company?
No comment yet.