New Customer - Pa...
Follow
Find tag "engagement"
40.3K views | +65 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!

6 Characteristics of Great Storymaking

6 Characteristics of Great Storymaking | New Customer - Passenger Experience | Scoop.it
Here are six characteristics of great storymaking, from being authentic to fan-inspired, from brands that are masters at storymaking.
Eric_Determined / Eric Silverstein's insight:

How important is storymaking?


"We see a shift away from broadcast-era mentality of #storytelling to a new approach where marketers build on stories that people #share with each other.


Yet #storymaking needs to be dissected so that anyone can identify it, learn from it, and #engage in it themselves."


Great insight from David Berkowitz. 


Would you be more willing to share your friends user generated content or branded campaigns?


Share your thoughts on the 6 characteristics:


1. Participatory

2. Fan-inspired

3. Decentralized

4. Unpredictable

5. Reciprocal

6. Authentic

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

#Mobile + #Marketing Automation Demystified

#Mobile + #Marketing Automation Demystified | New Customer - Passenger Experience | Scoop.it
A Continuous Cross-Channel Conversation
Eric_Determined / Eric Silverstein's insight:

It's about having a continuous cross-channel conversation, and #mobile is playing an increasing role, do you agree?


Marketo provide a good overview of what you should look into.


As you engage across your favorite #brands, what do you see missing in your mobile #engagement with them? #Social #Media campaigns?



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

3 ways companies are building customer #loyalty

3 ways companies are building customer #loyalty | New Customer - Passenger Experience | Scoop.it
That’s why ongoing two-way engagement and iterative learning is what truly drives brand loyalty.
Eric_Determined / Eric Silverstein's insight:

Do you agree with this Forrester Research statement:


“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,” 


 “They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”

 

That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.


How are you engaging with your favorite brands?

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

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | New Customer - Passenger Experience | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.
Eric_Determined / Eric Silverstein's insight:

Key takeaways @SXSW - #Mobile #Customer #Experience


1. ENGAGE IS THE CHALLENGE


2.  HELP - SHARE - DO


3. OPTIMIZATION EVERYWHERE


4. QUALITY OF EXPERIENCE


5. INBOUND MOBILE FIRST


Great insight shared by team at @Neosperience


Do you agree that your company should adopt a Mobile First strategy?

more...
CIM Academy's curator insight, March 30, 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

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

 

724
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC

#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC | New Customer - Passenger Experience | Scoop.it
Science Behind Trust and Recommendations on Social Media
Eric_Determined / Eric Silverstein's insight:

How are you inspiring customers to recommend your #brand on their personal #social #media channels?


Key takeaways from SocialMediaLink study:


1) Keep it simple - Positive stories from personal friends spark purchase


2) Facebook remains critical


3) Develop #advocate strategies around each purchase stage


@SNAPCIOUS we developed a clever #mobile social #engagement solution for brands to engage in a visual conversation with their customer #community.


By making it fun, easy and #rewarding, customers can social share across multiple social networks all directly within a brand's existing mobile environment. Please reach out if you want a live demo.

more...
Amelie Hyams's curator insight, March 20, 9:47 AM

This infographic spells out the most useful points to know. Brand trust comes from different sources - as the user seeks it.

Maurice Couture's curator insight, March 20, 11:33 AM
Les médias sociaux jouent de plus en plus un rôle déterminant dans le processus de décision du consommateur et certains se positionnent davantage à l'étape de l'exploration / de la recherche d'information et d'autres à l'étape post-achat. Un méga "bouche à oreille" virtuel qui est devenu incontournable pour les destinations et les entreprises.
Richard D. Hawley's curator insight, March 27, 10:56 AM

Infographics grab your attention!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | New Customer - Passenger Experience | Scoop.it
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.
Eric_Determined / Eric Silverstein's insight:

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"


What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"


My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"


The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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

4 key #mobile market trends in 2015

4 key #mobile market trends in 2015 | New Customer - Passenger Experience | Scoop.it
2014 was the year that mobile stopped being the next big thing and became THE BIG THING. In 2015, we can identify four types of apps, each with their own characteristics and challenges.
Eric_Determined / Eric Silverstein's insight:

1. Mobile Commerce - #Engagement

2. Mobile Games - #Gamification

3. Utility #Apps

4. #Social Apps


Do you agree with the 4 #Mobile trends above?


Which other trends do you foresee?

more...
Michelle Batt's curator insight, February 26, 9:33 AM

Like! but consider this: Mobile/IT app developers are missing a BIG opportunity. Need to change approach from "monetizing" to "humanizing" #CX #CXO

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

more...
Bharat Employment's curator insight, February 12, 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Power of #Mobile Moments

The Power of #Mobile Moments | New Customer - Passenger Experience | Scoop.it
  Most individuals spend 80 % of their time across 5 apps today. What will it take to even make it into your customers top 10? Most companies today, push information to their customers and off...
Eric_Determined / Eric Silverstein's insight:

In order to stand out in mobile, go beyond the standard functionalities.


Offer a platform that will not only engage your customers, but allow them to build a community that can easily communicate and share with your brand.


@SNAPCIOUSdoes it via visuals, what would you like to see improved in your favorite apps?

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

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.



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

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?

more...
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

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Curtis provides key #data into engagement value.


The overall #customer #experience impacts your bottomline, but it's when your customer becomes an advocate that you drive significant results.


"This is the Age of Engagement. Customers are demanding to be heard and involved. The most successful companies will grow as they engage customers in customer acquisition, retention, operations, innovation, and even strategy. "


Do you agree?

more...
Raquel Oliveira's curator insight, January 27, 2014 10:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Scott Davidson's curator insight, January 29, 2014 10:01 AM

Do you measure engagement?

Michael Allenberg's curator insight, January 31, 2014 8:11 AM

It's all about engagement folks!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

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"

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

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?

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

Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | New Customer - Passenger Experience | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.
Eric_Determined / Eric Silverstein's insight:

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

more...
Patrick Findlay's curator insight, March 31, 4:15 AM

Keep it simple, that's the name of the game.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Days of #Mobile on the cheap are over!

Days of #Mobile on the cheap are over! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

“Mobile moments are the next battleground for brands to win, serve and retain customers."


How are you looking to stand out with your Mobile offering?

 

“They are doing project-based work and buying media rather than putting strategy and infrastructure in place to support longer term #marketing goals,” Ms. Ask @Forrester said. “They are focused, so to speak, on the small "m" in marketing rather than the big "M." 

 

Offering #Social #Engagement on #Mobile is critical, do you agree?


If you agree, happy to setup a live demo of  @SNAPCIOUS Can be inserted directly within existing Apps

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

#Social #Media #Marketing Trends for 2015 -#INFOGRAPHIC

#Social #Media #Marketing Trends for 2015 -#INFOGRAPHIC | New Customer - Passenger Experience | Scoop.it
Stay visual, stay engaged, stay informed, and you will be able to provide valuable content to the audience you have established a loyal relationship with on social media.
Eric_Determined / Eric Silverstein's insight:

"Stay #visual, stay #engaged, stay informed, and you will be able to provide valuable content to the audience you have established a loyal #relationship with on #social #media."


How are you delivering such social engagement on your #mobile platform?


Happy to showcase our new @SNAPCIOUSsolution for your #mobile #social #engagement.

more...
DTS000's curator insight, March 17, 11:30 AM

Direct Connections

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!

The Power of User Generated Content - UGC drives results!

The Power of User Generated Content - UGC drives results! | New Customer - Passenger Experience | Scoop.it
We @Snapcious love to share stories of amazing campaigns from brands who understand the power of their community. Empowering one's fans to be creative, story tellers via photographs are the foundat...
Eric_Determined / Eric Silverstein's insight:

With brands looking at #Influencers to generate buzz and metrics, your loyal fans are your greatest influencers - do you agree?


@TIME was able to leverage several of their publications to pull user generated content (#UGC). Positive #KPI


Which one is your favorite?

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

#Mobile #Marketing is a $500 billion opportunity!!!

#Mobile #Marketing is a $500 billion opportunity!!! | New Customer - Passenger Experience | Scoop.it
In 2016, the portion of mobile-influenced in-store retail sales is expected to jump to more than 50 percent. This means almost half of a brand’s customers will soon be proverbially “up for grabs” t...
Eric_Determined / Eric Silverstein's insight:

The importance and influence #mobile has on your shopping #journey is increasing every day.


If you don't focus on owning your mobile #marketing channel, you can expect your competitors to aggressively pursue your customers.


Focus on delivering the right #customer #experience, and create a rewarding #engagement, one that will nurture their #loyalty and gain new #brand #advocates.

more...
Lori Wilk's curator insight, February 11, 7:43 AM

With this #mobile #marketing and #consumer #advertising trend the question becomes, "Is your #brand in their hands? " #BYLNetwork is helping #brands transition to #digitalmarketing  combining both  #video and #mobile. This Venture Beat article makes us realize that to ignore mobile means to be left behind and lose market share to competitors. The good news is that brands can take action now and participate in this trend. 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Meeting #Mobile #Marketing Challenges with #Gaming Strategy

Meeting #Mobile #Marketing Challenges with #Gaming Strategy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Mobile gaming’s success really boils down to solving for:


1) Interest

2) Motivation

3) Action


This should sound familiar to marketers, as there is common ground between gaming objectives and marketing objectives, including:


1) Identifying potential consumers and converting them to engaged consumers
2) Prioritizing engaged consumers based on behavioral traits
3)  Investing in converting high-target, engaged consumers into paying customers"


Like Danny above, @Snapcious is focused on delivering continuous #mobile engagement, while leveraging the power of visual #social sharing.


It's about strengthening your #customer #relationships and keeping your #loyal community engaged, which drives #sales and new customer acquisition opportunities. Do you agree?

more...
Jean-Marie Grange's curator insight, January 14, 12:14 PM

#Gamification can help #DigitalMarketing

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How to have a Human moment with #Customers!?

How to have a Human moment with #Customers!? | New Customer - Passenger Experience | Scoop.it
While technology alone can’t produce great marketing, great marketing today depends on the strategic use of technology and data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value.
Eric_Determined / Eric Silverstein's insight:

"While #technology alone can’t produce great #marketing, great marketing today depends on the strategic use of technology and #data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value."


Do you agree?


As you identify your customer journey, implement solutions at every touchpoint, learn and adapt, you can then focus on delighting your customers every chance you are given.

more...
Darcy Bevelacqua's curator insight, December 4, 2014 11:59 AM

Data and customer insight combined with journey mapping help you get insight into the ways you can add value for your customers.

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

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.

more...
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.