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 mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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Digital Disruption - What are the lessons?

Digital Disruption - What are the lessons? | New Customer - Passenger Experience | Scoop.it
Everyone knows that marketing has changed dramatically over the past decade.  Indeed, it continues to change rapidly today.  While there are many contributing factors to the whirlwind we’re experiencing — search, social, mobile, content, big data, and so on
Eric_Determined / Eric Silverstein's insight:

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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wolfgang gauss's curator insight, March 26, 4:25 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 10:59 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 11:00 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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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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Tech Innovation - Friend or Foe?

In this issue of the People’s Insights monthly brief, we feature eight initiatives that demonstrate how mobile apps and new technologies are shaping the way we…
Eric_Determined / Eric Silverstein's insight:

Always be ready to disrupt your business and industry, the minute you think things are safe, that's when you need to worry, do you agree?


MSL Group shares 8 initiatives with insights from @Line @Snapchat @Facebook @WeChat @Periscope @lilycamera @Teslamotors



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How Simple Questions Lead to Great Innovations

How Simple Questions Lead to Great Innovations | New Customer - Passenger Experience | Scoop.it
There is a myth that successful companies begin with grandiose ambitions. The implication is that entrepreneurs should start with megalomaniac goals in order to succeed. To the contrary, my observation is that great companies began by wondering about simple things, and this leads to asking simple questions that beget companies:
Therefore, what? This question arises when you spot or predict a trend and wonder about its consequences. It works like this: “Everyone will have a smartphone with a came
Eric_Determined / Eric Silverstein's insight:

If you had to come up with one keyword when it comes to #innovation, what would you use?


I would start with #Simplicity, share yours.


Sir Richard Branson: “Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”


#CX  In a #Mobile First world, continuous opportunities for improvement.

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ProPM Canada's curator insight, April 28, 2015 10:47 AM

Hands-free, integrated car stereos, smart thermostats,...all responses to a need that were simple and logical.

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#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin

#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin | New Customer - Passenger Experience | Scoop.it
SXSW has been called Spring Break for digital marketers by those who come to Austin for the fun. But to paraphrase Chris Curtin, Visa’s Chief Brand & Innovation Marketing Officer, SXSW is “one part CES, one part TED, two parts Austin.” No matter what you call it, it’s overwhelming trying [...]
Eric_Determined / Eric Silverstein's insight:

As you attend @SXSW, share which session you found most valuable?


Here are some great recommendations from John Ellett:


- Creating Meaningful #Mobile #Experiences


- How #Innovation Happens


- Humanizing #Digital


- Learning to Work in the Future


- Bringing the Flying Lab into Reality


- How to Remain Relevant in Today's Digital Age


- Defining the Next Generation of #Retail Experience

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DTS000's curator insight, March 17, 2015 11:28 AM

Are you going?

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The #CX Proof is In the (Diet) Pudding

The #CX Proof is In the (Diet) Pudding | New Customer - Passenger Experience | Scoop.it
In today's post, I share an example of a company with an apparent misguided focus - acquisition over retention, rebranding the image over reinventing the experience. And the dismal outcome.
Eric_Determined / Eric Silverstein's insight:

Key Lessons @WeightWatchers:


"Focus on retention over acquisition; focus on the customer experience; you won't have to work so hard to acquire new customers - your existing customers will do that for you."

Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee of long-term customer loyalty. It's the only strategy for out-performing a dismal economy. -Gary Hamel


Listen to your customers, then make sure you offer the tools and solutions they are seeking in order to improve their experience. Give them a social platform to share their successes and healthy habits. Let's talk! 


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What is more important #innovation or execution?

What is more important #innovation or execution? | New Customer - Passenger Experience | Scoop.it
How do I survive in already crowded market (without any new innovative product offering) as entrepreneur?
Eric_Determined / Eric Silverstein's insight:

Great insight from Jason Lemkin & Ryan Chew.


Check those facts:


" #Innovation is a fine thing, but here's some examples of products that entered a crowded market with what amounted to basically the same product as their precursors:


1. @Google was not the first search engine.
2. @Facebook was not the first social network.
3. @Linkedin was not the first job board.
4. Gmail was not the first email client.
5. @Quora was not the first Q&A site.
6. iPod was not the first portable music player.
7. iPad was not the first tablet.


The list goes on. If you boil it down to the basics though, you'll see that what these products had in common was that they zoomed in on the essence of their product, and executed relentlessly.


1. Google focused on simplicity, speed and relevance.
2. Facebook focused on transplanting entire college networks into Facebook, thus ensuring that their early users will always find someone they know.
3. Linkedin focused on building dynamic resumes and user acquisition.
4. Gmail focused on speed, security, and a large storage space.
5. Quora focused on simplicity and a social graph.
6. iPod focused on simplicity and attractiveness.
7. iPad focused on user friendliness, simplicity, and building a dynamic app store.


*Note that the prevailing trend here is simplicity."


Simplicity = Positive #Customer #Experience, agree?

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The Apple #CustExp...

The Apple #CustExp... | New Customer - Passenger Experience | Scoop.it
It's about designing a great business
Apple full of smart people — they’re not dumb enough to ignore the competition. They have a strategy that allows them
Eric_Determined / Eric Silverstein's insight:

"While Android and Microsoft gleefully point out that Apple’s products are now taking features that those competitors have already had in their comparable products for some time, the thing that they don’t ‘get’ is that features aren’t the game — the overall customer experience is."


Do you agree with the above statement?

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Inside @Airbnb Grand Hotel Vision

Inside @Airbnb Grand Hotel Vision | New Customer - Passenger Experience | Scoop.it
Brian Chesky, the millennial impresario behind the red-hot startup, has teamed up with Chip Conley, the hotel industry's last black-sheep innovator...
Eric_Determined / Eric Silverstein's insight:

With businesses looking to leverage technology, focus on Customer Experience and stay focused on innovation, AirBnb is a perfect example.


Share your experience with AirBnb or what you learned from this article?

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Simplicity sells: 10 surprising innovations that make life simpler

Simplicity sells: 10 surprising innovations that make life simpler | New Customer - Passenger Experience | Scoop.it
Margaret Molloy is the Global CMO for strategic branding firm Siegel+Gale. Follow her at @MargaretMolloy.



We live in a world where startups and the latest technology innovation ...
Eric_Determined / Eric Silverstein's insight:

Following the previous post on what to expect @intlCES, here is another survey @SiegelGale with key insight from Margaret Molloy:


"It’s clear that consumers aren’t always just looking for the cool new gadget. Our research suggests they’re looking for technology that can make their lives simpler, give them peace of mind, and ultimately, more time to do what they love = positive #Customer #Experience. Innovators need to be more than innovators – they need to be simplifiers."


What other solution would you like to see?

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Are you ready for a new fitness experience?Ask the #GuitarHero Creators!?

Are you ready for a new fitness experience?Ask the #GuitarHero Creators!? | New Customer - Passenger Experience | Scoop.it
Treadmills. They're just so monotonous, no? It's a challenge to keep your mind off exhaustion or muscle fatigue, so many gym users turn to TV shows or..
Eric_Determined / Eric Silverstein's insight:

Here is a great example of successful entrepreneurs and lesson their learned:


“Most people think of workout equipment as boring and monotonous,” Huang said. “You’re basically staring at a wall for 30 to 60 minutes. So we really wanted to change that experience and make it more fun using our expertise in making great games.”

It's all about improving the #CustExp.


This is a clever concept that enables you to easily incorporate their controllers with any standard gym or home equipment, plus your iPad or iPhone. I'm confident Android will follow soon.


What are your thoughts on the concept?


Do you currently enjoy your gym experience?


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Brandi Carney's curator insight, December 18, 2013 5:46 PM

Whether it is wii or fitness guitar or dance dance revolution, these new and improved video games are a great way to burn calories and stay fit without going to the gym or thinking about it as a "workout." 

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Who Is The Lead Singer Of Your Brand's Social Band?

Who Is The Lead Singer Of Your Brand's Social Band? | New Customer - Passenger Experience | Scoop.it
Think of all the great brands you know. Think of all the great bands you know. Thank of all the great leaders you know. Think of all the great singers you know. What is the one thing they all have in
Eric_Determined / Eric Silverstein's insight:

People First… Brand Follows

 

People Lead People… People Buy Products

 

The best brands start revolutions.

 

People lead revolutions.  Brands are the by-product.

 

People lead innovation through new ideas and visions. 

 

People buy vision and the brand is the by-product.

 

Very few brands can sustain and engage an audience long term without a lead singer.

 

The singer will always be the voice behind the band or in this case… The BRAND!


Check Jack's interview with Miles at the end, well worth it!

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Nomad Communications's curator insight, January 12, 3:33 PM

One of the most neglected aspects of content creation is finding the right voice--Your voice. It doesn't matter if you're a small mom and pop shop or a giant venerable brand like Apple. Steve Jobs was the voice of Apple, and I think it's fair to say that Apple struggled to find it's  voice after Jobs' untimely death.  So... Who are you?

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The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation | New Customer - Passenger Experience | Scoop.it
It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage innovative thinking altogether.Here are 5 ways your company may be destroying innovative ideas before they have a chance to be considered.1. Focusing too much on the productOn
Eric_Determined / Eric Silverstein's insight:

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."


Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.


 

 

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ERBRAINS MICROSOFT DYNAMICS's curator insight, August 7, 2015 12:55 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

Darcy Bevelacqua's curator insight, August 7, 2015 5:33 PM

You can't offer the right experience every time-you must keep innovating. Most cultures make this difficult. REad the article to find out how your company may be working against innovation. 


 

 

Michael Allenberg's curator insight, August 10, 2015 10:10 AM

"Nobody loves your brand enough to stay with you when someone else is offering an experience that makes more sense for the way they are living right now."

 

Jeannie Walters highlights 5 key areas that will impair your brand's ability to adapt and innovate.

 

 

 

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Marketing Technology - Automation & Agility, missing anything?

Marketing Technology - Automation & Agility, missing anything? | New Customer - Passenger Experience | Scoop.it
marketing technology, automation and agility
Eric_Determined / Eric Silverstein's insight:

“Technology is only as good as the story.”  Anne Handley @MarketingProfs


Great insight and interview with Scott Brinker

 

"In a nod to Steve Blank, the best way for marketers to maintain a “human connection” with their market is to get out of the building. Go meet customers face-to-face. Observe them in their natural habitat. Talk with them, don’t just do sanitized market research surveys.

 

"The best advice for architecting your #marketing #technology stack is to “design for change.”

 

The most exciting transformation underway today is the shift from marketing being primarily in the business of communications to being in the business of #experiences "


What did you take away from the interview?





#Data #Storytelling #CustomerRelationship

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The Battle Is For The Customer Interface

The Battle Is For The Customer Interface | New Customer - Passenger Experience | Scoop.it
In 2015 Uber, the world's largest taxi company owns no vehicles, Facebook the world’s most popular media owner creates no content, Alibaba, the most..
Eric_Determined / Eric Silverstein's insight:

As companies now battle to provide the best #customer #experience while leveraging existing infrastructures, the question becomes, what are you going to do to stay there or get there?


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


I would certainly recommend a focus  on #mobile & #social, do you agree?

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With #Mobile First - #MWC15 is becoming mainstream!

With #Mobile First - #MWC15 is becoming mainstream! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:
"Customers have embraced #mobile and therefore CEOs and #marketing executives at leading brands know that they will lose relevance if they do not embrace the connected world."
If you attended, what was your biggest surprise?
Mobile World Congress (#MWC) is now where chief marketing officers and chief information officers can go to understand:
1. What technology their customers are using today
2. How to market to these customers and make use of the data they collect 
3. Who to partner with to make it happen 
4. Future #innovations that are emerging and see the signals for the future 
Share your thoughts.
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5 Rules for Strategic #Partnerships in a #Digital World

5 Rules for Strategic #Partnerships in a #Digital World | New Customer - Passenger Experience | Scoop.it
Rule 1. Never innovate alone. 
Eric_Determined / Eric Silverstein's insight:

"Both B2C and B2B companies are in an arms race to develop innovative user experiences, expand distribution, and capture new sources of monetization. Digital leaders are discovering that their future depends not just on what their own companies can do, but on the capabilities, functions, channels, and insights they can tap by partnering with others."


Do you agree?

 

Rule 1. Never innovate alone. 

Rule 2. Understand that no single company has a lock on user preferences. 

Rule 3. Focus first on a great user experience, not the value exchange.

Rule 4. Strike the right balance between scale and customization.

Rule 5. Treat your partnership like your business.


Is your company open to partnership?

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John Thomas's curator insight, December 26, 2014 1:46 AM

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The Rise of #Customer Expectations

The Rise of #Customer Expectations | New Customer - Passenger Experience | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the
Eric_Determined / Eric Silverstein's insight:

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

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Building Repeatable #Customer #Experiences

Building Repeatable #Customer #Experiences | New Customer - Passenger Experience | Scoop.it
The Chief Customer Officer must embed two new competencies inside the operation: 1.) Customer Experience Reliability and 2.) Customer Experience Improvement/Innovation. For the customer experience ...
Eric_Determined / Eric Silverstein's insight:

@JeanneBliss shares key insight for your company:


1. Customer Experience Reliability

2. Customer Experience Improvements/Innovation

3. Collaboration


How close is your company to meet all 3?

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Cathy Matthews's curator insight, April 28, 2014 10:02 AM

To create a consistently great customer experience, collaboration between all appropriate business partners is vital.  "Consensus needs to be agreed upon regarding how the organization will unite the silos."  Good advice and one of the keys to success.

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#Marketing vs #Innovation

#Marketing vs #Innovation | New Customer - Passenger Experience | Scoop.it
Innovators and marketers must collaborate side by side in your organization if you want to bring game-changing products to market.
Eric_Determined / Eric Silverstein's insight:

Here is the fundamental question: “What can I do today to provide my clients with a greater advantage or benefit, to get them closer to the ultimate result they desire?”


Charles highlights how the best results are through collaboration with both marketing and innovation teams. The marketing team is on the front lines of what’s working, what’s not and what’s needed, while the innovation team is on the inside providing ideas and possible solutions.


One clear example is the latest acquisition from Google of @Nest, focused on #IoT.


Do you have other examples where companies successfully engaged both teams with successful results?

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@IBM reveals its top 5 innovation predictions for the next 5 years

@IBM reveals its top 5 innovation predictions for the next 5 years | New Customer - Passenger Experience | Scoop.it
IBM's predictions all involve big data and using computing to glean intelligence from vast systems. We discuss them with IBM's research boss.
Eric_Determined / Eric Silverstein's insight:

Ok, the poster image maybe goes a little far, but as you will see below, it is all about enhancing the customer experience through advance in technologies and #data.


In a nutshell, IBM says:


– The classroom will learn you.


– Buying local will beat online.


– Doctors will use your DNA to keep you well.


– A digital guardian will protect you online.


– The city will help you live in it.


Great insight, what are your thoughts?


Any other major trend you'd like to see in the next 5 years?



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Jean-Marc Bellot's curator insight, December 18, 2013 10:11 AM

Des prévisions qui vont à contre-courant du "tout technologique" dans lequel nous semblons nous jeter à corps perdus, dans un acte de "Schadenfreude" collectif que je ne comprends pas.

Hugo Loyola's curator insight, December 18, 2013 11:43 AM

Now, this would be innovation.

Arielle Monnerot-Dumaine's curator insight, January 28, 2014 6:19 AM

A lire absloment pour ne pas nous tromper de combat !

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#Costovation - a different approach to Innovation!

#Costovation - a different approach to Innovation! | New Customer - Passenger Experience | Scoop.it
“Innovation” is a much-loved word, returning over 110 million Google results.  Yet the mandate for companies to innovate can lead them in unproductive directions, adding features and complexity for their most demanding...
Eric_Determined / Eric Silverstein's insight:

As Stephen Wunker explains (@NewMktsAdvisors) : "Costovation is not the usual belt-tightening.  Rather, it is a fundamental re-thinking of the business proposition in a way that delights the target customer while creating a major difference in the market."


You achieve success with the right customer experience, and in the Yotel example or Medtronic, they are delivering on value and ease of access/use.


Do you have other brands that would fit in that category?

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