New Customer - Passenger Experience
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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 entertainment, mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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Information Is Power - The Promise Of Personalization

Information Is Power - The Promise Of Personalization | New Customer - Passenger Experience | Scoop.it
Moving From Experience To Data: Why Personalisation Is The Key To Brand Success SHARE:   MIKE BAINBRIDGE — NOV 11 Providin
Eric_Determined / Eric Silverstein's insight:

How are you capturing your customers needs and wants?

 

 

 

Don't lose sight of your customers, every single task across each department should be with your customers in mind, do you agree?

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Social Media is... 

Social Media is...  | New Customer - Passenger Experience | Scoop.it

Here it is: Social media is “media”.  It’s a newspaper, it’s a magazine, it’s a newscast, it’s a TV show, it’s a Netflix series, it’s a good book, it’s a newsletter.

 

Eric_Determined / Eric Silverstein's insight:

Are you delivering value and earning engagement from your customers?

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Lessons From Pokemon Go

Lessons From Pokemon Go | New Customer - Passenger Experience | Scoop.it

Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?

Eric_Determined / Eric Silverstein's insight:

As @Garyvee highlights: "Pokémon GO plays off of nostalgia, which is a huge draw in app culture. It taps into emotions and storytelling that gives that brand a foot into the door of their consumers’ hearts."

You can't rely on your cash cow forever, look where the market is heading and make the necessary investments. Nintendo for a long time focused on their console business, now after several years of losses jumped both feet into the mobile gaming & engagement space.

@JimMarous shares great lessons one can apply to the banking industry in this  @FinancialBrand article.

What lesson will you apply to elevate  your mobile experience for your customers?

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Jean Lie's curator insight, July 12, 2016 3:17 AM
Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?
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The Secret To Online Community Success

The Secret To Online Community Success | New Customer - Passenger Experience | Scoop.it

 

You wouldn’t begin building a house without architecture and design in place.  But that’s what many companies do when they decide to build a branded online community.  They select a technology platform and quickly move to the implementation stage without ...
Eric_Determined / Eric Silverstein's insight:

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

  1.  Who Will The Community Serve?
  2.  What Is That Audience’s Pain Point?
  3.  How Can An Online Community Make The Pain Go Away?
  4.  What Kind Of Community Should I Build?
  5.  Do We Have The Community Building Characteristics We Need To Succeed?
  6.  How Will We Generate Content?
  7.  How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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Samuel Pavin's curator insight, March 14, 2016 2:14 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

Francesca Adinolfi's curator insight, March 15, 2016 4:53 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

ismokuhanen's curator insight, March 22, 2016 7:58 PM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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Facebook Reactions Thumbs-Up?

Facebook Reactions Thumbs-Up? | New Customer - Passenger Experience | Scoop.it
"Like" you already know— now say hello to "love," "haha," "wow," "sad," and "angry".
Eric_Determined / Eric Silverstein's insight:

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Laura Godin's curator insight, February 26, 2016 10:52 AM

I know I liked a couple, loved a few and had a couple wows lol

Bettina Thompson's curator insight, February 28, 2016 8:15 PM

Thumbs up for being able to reflect more than one emotion ;)

Laura Godin's curator insight, March 8, 2016 2:57 PM

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Attention, Not Impressions!

Attention, Not Impressions! | New Customer - Passenger Experience | Scoop.it
If you clicked on this article thinking that I’m going to tell you to make a Facebook page, boy are you wrong. Maybe I would have said it in 2007, b...
Eric_Determined / Eric Silverstein's insight:

"Impressions do not equate to attention.


Understand the emerging markets, understand where your consumer is, and meet them there!


Don’t make them come to you"


Gary Vaynerchuk offers daily insight on key market trends, plus shares valuable inspiration for entrepreneurs, subscribe garyvaynerchuk.com 


Be on the lookout for his next book #AskGaryVee

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ismokuhanen's curator insight, March 22, 2016 8:07 PM

"Impressions do not equate to attention.


Understand the emerging markets, understand where your consumer is, and meet them there!


Don’t make them come to you"


Gary Vaynerchuk offers daily insight on key market trends, plus shares valuable inspiration for entrepreneurs, subscribe garyvaynerchuk.com 


Be on the lookout for his next book #AskGaryVee

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Customer Attention Is the Ultimate Commodity

Customer Attention Is the Ultimate Commodity | New Customer - Passenger Experience | Scoop.it
Here are three lessons from INBOUND on innovative ways to boost consumer attention with better content marketing.
Eric_Determined / Eric Silverstein's insight:

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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ismokuhanen's curator insight, March 22, 2016 8:15 PM

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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Are You Ready For: ‘Internet of Me’ ?

Are You Ready For: ‘Internet of Me’ ? | New Customer - Passenger Experience | Scoop.it
In the Internet of Me, consumers tell you who they are and their motivation at this moment. Is your brand listening and competing for them?
Eric_Determined / Eric Silverstein's insight:

"A successful experience becomes one that is very personalized rather than simply a brand experience.

 

Consumers don’t care about channels or brand priorities or ads, but rather that brands engage with them. In other words, customers define their own journey, choosing where and how to engage with said brand, and whether they go beyond that initial interaction and eventually transacts.

 

The stakes are even higher as consumers give up data about themselves and their expectations for relevant content and experiences grows.


It means brands and marketers must make good use of the data that comes from devices and to use interactions to understand customer behavior and to personalize and deliver experiences.


You need to invest in a digital foundation that allows you to assemble real-time and relevant consumer experiences as agile as your marketing campaigns change without compromising on customer concerns like security - do you agree?"

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Dominique Mayon's curator insight, January 28, 2016 2:35 AM

A true challenge for companies in their relationships with customers

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Mobile Marketing - 3 key areas

Mobile Marketing - 3 key areas | New Customer - Passenger Experience | Scoop.it
Many still consider ad networks to be in an amateur state, and mobile marketing in its infancy. Over the coming years, the marketing community will be able to leverage greater value from information gleaned from users’ mobile devices, enabling more precise and effective marketing than ever before.
Eric_Determined / Eric Silverstein's insight:

"MOBILE HANDSETS provide an excellent marketing intelligence platform that to date has not been fully exploited. The data they yield can bring greater relevance, proper context, and optimal timing to marketing efforts in such a way that well-done mobile marketing will always cut through the noise."


How are you leveraging the 3 key areas to mobile marketing:


1. Location / Geofencing

2. Behavior-based Marketing

3. Mobile Engagement

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Mapping a Mobile App User's Journey

Mapping a Mobile App User's Journey | New Customer - Passenger Experience | Scoop.it
Mobile - Check out these stats to better understand mobile users' behavior and to establish a strong path to conversion.
Eric_Determined / Eric Silverstein's insight:

How are you engaging your users, and rewarding their social activities to drive new mobile app downloads?


"Remember, the biggest ROI is not about how sleek your app is, it is about how you engage with the user"

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Bérénice Poircuitte's curator insight, January 7, 2016 3:08 AM

How are you engaging your users, and rewarding their social activities to drive new mobile app downloads?


"Remember, the biggest ROI is not about how sleek your app is, it is about how you engage with the user"

elearning at eCampus ULg's curator insight, January 10, 2016 5:05 AM

Nice mapping on Mobile usage

Cotton's curator insight, January 16, 2016 12:12 AM
Very cool info graphic.
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What Extraordinary Experiences Should Be...

What Extraordinary Experiences Should Be... | New Customer - Passenger Experience | Scoop.it
Brand expert Denise Lee Yohn defines what is customer experience and provides five articles on how to excel at customer experience.
Eric_Determined / Eric Silverstein's insight:

Extraordinary customer experiences should:

 

1)   Be entertaining (ie Trader Joes)

2)   Be empathetic  (ie Virgin America)

3)   Engage the senses (ie Apple)

4)   Be executed with excellence (ie Chick-Fil-A)

5)   Embody the brand (ie IKEA)

 

"When you deliver on all five of these dimensions — these five “E’s” — you create customer experiences that are emotional, impactful, and memorable.  You create extraordinary #customer #experiences that help you win competitive battles and win customers over."

 

Following Denise Lee Yohn latest book on Extraordinary Customer Experiences, check her other articles for further insight:

 


  1. Five Ways to Win on Customer Experience (Forbes)
  2. A Great Customer Experience Isn’t Enough  (CX Journey)
  3. The Secret Behind Retail Customer Experience Success Is Brain Science (Roger Dooley)
  4. Retailers Can’t Rely on Holiday-Season Gimmicks Like They Used To (Harvard Business Review)
  5. The Experience Was Extraordinary Until the Housekeeper Started Yelling Down the Hallway (Phil Gerbyshak)
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Should Customer Experience drive Digital Transformation?

Should Customer Experience drive Digital Transformation? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Experience is the sum of all touches throughout the customer relationship.


Importance of #social science: being more human-centered with the aim of being more relevant and engaging. Companies reinvent the entire infrastructure of their organization to matter.


One of the best traits of organizations that are changing is that they take a step back and evaluate the #customer #experience, identify the frictions and imagine what could be. That last part, that’s the area for innovation right there. It’s not just about optimizing within; it’s also about looking at the future—at what could be.


Innovation comes from being inspired by your customers. It comes back to this mantra: Disrupt to be disrupted. It’s inevitable.

 

Digital technology is driven by the desire and need to uncover who your customers are and how they behave. Customer experience is often a catalyst because it represents a dollar sign in the organization.


When you engage with your customers, you can get insight, but what you do with that information is what drives change in the enterprise. It’s not about profit, it’s not about process improvement, technology to scale, or efficiencies.  What we’re really looking at is customer-driven insight to find ways to disrupt yourself, not just in how you work but also in what’s possible. The idea of disruption because of customer insight and customer experience is looking at not just how you would improve customer experience, but how would you disrupt it? It’s about thinking and acting almost like a startup.


When it comes to #customer #engagement, the questions you ask inform the answers you get. Social science is going to be one of the biggest champions for driving evolution and revolution in business. It’s dependent on the person asking the question. If you have the same old questions, then you’ll get the same old answers. If you’re using the same processes and models, then we’re not going to move towards a new direction."


Are you ready to disrupt your business?

 

Check Brian Solis next book: “experience,” X:The Experience of Business Meets Design. “X” explores experience architecture the various ways companies can design meaningful and shareable experiences in every moment of truth.

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Josh Danson's curator insight, September 25, 2015 1:05 PM

Thought-provoking piece on the future of customer experience. "Customer experience is beyond just any one moment. It’s every moment plus all moments combined. You have a few great moments and some not-so-great moments..."

Pancho Cachero's curator insight, September 26, 2015 6:19 AM

Feedback from customer experience reinforces an organization's strength and enables it to address its weakness in product development.

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Social Media Marketing Trends of 2015

Social Media Marketing Trends of 2015 | New Customer - Passenger Experience | Scoop.it
Social media marketing trends of 2015 marketers are focusing upon to increase their brand visibility across different social platforms.
Eric_Determined / Eric Silverstein's insight:

"Live content is more important at the right time instead of real time" 


Engaging your customers = building customer relationships


How are you connecting and facilitating ongoing engagement with your customers via mobile?

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Patricia Guzmán Aponte's curator insight, September 17, 2015 12:48 PM

Focus on connecting at the right time with the right content and visual engagement.

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6 Laws of Customer Experience

6 Laws of Customer Experience | New Customer - Passenger Experience | Scoop.it
6 Not-So-Secret Truths about Great Customer Experiences Think of them as the Six Commandments of Customer Servic
Eric_Determined / Eric Silverstein's insight:

6 key drivers Bruce Temkin shared back in 2014 - you can see how those fundamentals still apply today, do you agree?

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Foundation To Mass Personalization

Foundation To Mass Personalization | New Customer - Passenger Experience | Scoop.it

Digital systems over the next three to five years start with a design point of intention-driven design and solve the issue of delivering on massive individual scale which enables personally tailored experiences.

Eric_Determined / Eric Silverstein's insight:

5 core concepts recommended by Ray Wang:

1. Continuity of experience
2. Engagement through rich relevancy of context
3. Choose your own adventure type of journeys
4. Intention-driven design through anticipatory analytics
5. Value exchange

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What Motivates Your Customers?

What Motivates Your Customers? | New Customer - Passenger Experience | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.
Eric_Determined / Eric Silverstein's insight:

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

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Mike Donahue's curator insight, April 15, 2016 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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8 Rules to Social Gamification

8 Rules to Social Gamification | New Customer - Passenger Experience | Scoop.it
Creating brand standout through engagement is a digital marketer’s ongoing challenge. With the vast majority of brands competing in crowded categories without...
Eric_Determined / Eric Silverstein's insight:

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

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Tony Guzman's curator insight, March 25, 2016 2:42 PM

This article shares eight tips on how to implement social gamification to attract customers to your brand.

Antonio Ormachea's curator insight, March 28, 2016 10:54 AM

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

Nira Dishi's curator insight, April 3, 2016 5:35 AM

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

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What Inspires You?

www.EscapeTheCubicle.co
Eric_Determined / Eric Silverstein's insight:

Do you know what Inspires your Customers?


Graham shares great quotes. Which one is your favorite?


The one I follow is: "The difference between the impossible and the possible lies in a man's determination" - Tommy Lasorda :)

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Linda Tapp's curator insight, February 17, 2016 9:24 AM

A little motivation is good for everyone

 

Sherry Bonelli's curator insight, February 23, 2016 10:56 PM

What inspires you?

Dorothy Retha Cook's curator insight, April 24, 6:49 AM

Don't let it break you but make you an answer to the problem instead.

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Is Mobile The New Omnichannel Hub?

Is Mobile The New Omnichannel Hub? | New Customer - Passenger Experience | Scoop.it
The marketing world is at war. Tech giants like Oracle, Adobe, and Salesforce are battling it out to create THE premiere marketing cloud that provides complete measurement, attribution, and automatio…
Eric_Determined / Eric Silverstein's insight:

Between marketing automation, retargeting platforms, predictive analytics, real-time personalization platforms, CRMs (and the list goes on), marketers are struggling to keep up.

 

The lack of a cohesive omnichannel strategy and the right tools and integrations lead to serious consequences, such as a(n):

-       Incomplete view of the customer journey

-       Fragmented/inconsistent customer experience

-       Inability to measure cross-channel marketing performance

-       Internal silos between marketing teams


There are an infinite number of tools available to marketers to track, measure, and automate every step of the digital customer journey, but don't forget to account for offline interactions!


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Behaviors Are The New Markets!

Behaviors Are The New Markets! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Don't obsessively focus on your marketing channels. Doing so prevents you from focusing on what's most important—your customers' needs.
Eric_Determined / Eric Silverstein's insight:

"Finding the right ways to engage with customers today is harder than ever. No longer do we try to get things done in our professional or personal lives using one path—it is far too high-paced and competitive out there to limit our options. And customers are choosing the path of least resistance to get what they need.


Jane Hiscock from Farland Group shares valuable insight from her Omnichannel Strategy recommendation.


CEOs remarked that behaviors are the new markets.


New markets used to be thought of as new geographies like Brazil, Russia, China, or a different demographic.


This is where everything needs to rise and fall. New markets will come by focusing on different customer behaviors.


If we put customer behavior, not just customer at the center, what will that yield that is different?


It will force us to think behavior and intent first, and to consider the ways to engage with that behavior second or third.


In this world of hundreds of channels and ways to engage, one can easily shift from an obsessive focus on products to an obsessive focus on channels and remain blind to the customer.


Forget all of the products and all of the channels, and focus on the customer. Ultimately, what customers want is for their life to be simplified."

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Concentrate On What Matters: Buying Decision!

Concentrate On What Matters: Buying Decision! | New Customer - Passenger Experience | Scoop.it
Are you really ready to engage buyers in real time? Don’t get me wrong – I’m extremely excited about the benefits of marketing to buyers at precisely the time and place where they are ready to listen to us. Sometimes ...
Eric_Determined / Eric Silverstein's insight:

"Consider the value of basing your buyer personas on insights into your buyers’ decisions:"


1. Priority Initiative: What triggers your buyer to start shopping for a solution like yours?


2. Success Factors: How does your buyer describe the ideal outcome of this purchase?


3. Perceived Barriers: What attitudes or facts will prevent your persona from buying a product like this, and why would they choose to spend their money elsewhere?


4. Decision Criteria: Which attributes of your product, service or company does your buyer pay attention to while they are considering their options?


5. Buyer’s Journey: What resources does your buyer trust and who is influential as your buyer makes a decision?"


Valuable insight from Adele Revella, are you capturing and understanding your buying decision process today?

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Reach Is Easy, Engagement Is Key - 10 Tips

Reach Is Easy, Engagement Is Key - 10 Tips | New Customer - Passenger Experience | Scoop.it
Advertising - Targeting and buying online audiences has never been easier or more affordable. But even the right audiences can be hard to engage once you reach them. The key to making ...
Eric_Determined / Eric Silverstein's insight:

It's easy to reach prospects, but harder to engage them, the key to make your audience care is "relevance" - Do you agree?


Here are 10 tips on maximizing relevance:


1. Tap Into user's passions

2. Layer in context and content targeting

3. Native placements are working

4. Lists are popular formats

5. Be timely

6. Influencer marketing is on the rise

7. Don't completely write off site-direct ad buys

8. Consider dynamic creative

9. Harness the power of Google

10. Test, measure and test again


I would really stress on that last one!

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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"The focus of customer experience design will transition from customer delight to simplicity" - Do you agree?


Amrita shares 5 key insight:


1. Customer Strategy Is The Business Strategy


2. Effort And Responsiveness Emerge As Key Customer Metrics


3. Shift To Proactive And Pre-emptive Engagement


4. Contact Centre Is The Customer Retention Centre


5. Virtual And Augmented Realty Come Of Age


While companies have traditionally focused on NPS scores, I absolutely agree with Amrita that CES and CSAT are key additional drivers to long term success.


By removing pain points, making it easier for your customers to find you, engage, and purchase, delivering satisfaction across all channels/touchpoints, you earn their loyalty and make it easier to gain their advocacy.


What other customer experience trends are you anticipating for next year?

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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

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5 Indispensable Ways to Improve Customer Engagement

5 Indispensable Ways to Improve Customer Engagement | New Customer - Passenger Experience | Scoop.it
Every day customers get bombarded with various products and services, while the competition for their attention rapidly soars. If you’re in business, you shouldn’t wait for consumers to a…
Eric_Determined / Eric Silverstein's insight:

It is more profitable for a company to keep customers vs continuously seek new customers.

 

Here are 5 key engagement strategies shared by Sawaram:

 

1. Social Media – Consumers  prefer brands which enrich their lives and make them proud to share with others.  Visual engagement is especially effective.


2. Enable Live Chat / Video Chat  - According to an American Marketing Association study, live chat can increase the conversion rate by 20 percent and customers engaged in live chat are 3 times more likely to make the purchases than those non-engaged, making it an effective medium for improving customer engagement.


3. Efficient use of CRM - The CRM systems help monitor the buying journey of consumers so companies can predict the what, when and where of customers in regard to products and services.


4. Ask for Feedback  - A survey conducted by Dimensional Research stated that an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced their buying decisions, while 86 percent said negative online reviews influenced their buying decisions.

 

5. Give Rewards - This will encourage customers to make more use of your products and services to maximize their benefits through reward programs, while increasing your customer loyalty.

 

Social engagement initiatives play an important role in customer retention.


What additional recommendation would you have?


Push Messaging + geo location?

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Why Immersive Storytelling is the Future of Marketing!?

Why Immersive Storytelling is the Future of Marketing!? | New Customer - Passenger Experience | Scoop.it
You've had this attitude shift happening for a few years now, especially with the millennial generation, and even Gen Xers, where people are just tired of being sold to. Lives are so layered, we want an experience. We want something that gives us some kind of value for our time, because our time has become so precious.
Eric_Determined / Eric Silverstein's insight:

"Brands should use immersive storytelling to engage and entertain consumers, rather than interrupt them"


Check this insightful Q&A, then share your views.


Brands are looking for greater connections with their audience. They are focused on building relationships, in order to nurture loyalty and earn advocacy. How are you engaging your audience via mobile?


more...
Gordon Kraft's curator insight, September 16, 2015 10:51 AM

insight into the future of writing...

Attracta Lagan's curator insight, September 16, 2015 9:16 PM

engagement is even more important than collaboration?

Maria Ioia's curator insight, September 16, 2015 11:49 PM

Become their friend. Stories have a way of circumventing the rational parts of the mind.