New Customer - Passenger Experience
88.7K views | +2 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 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!

Following Journey Mapping’s Future Path

Following Journey Mapping’s Future Path | New Customer - Passenger Experience |
Anna Papachristos
Eric_Determined / Eric Silverstein's insight:

"From #mobile devices, to the #IoT, emerging technologies will play an integral role in how companies map the increasingly erratic customer journey and approach customer engagement strategy", do you agree?

"Over the years, the concept of #customer #journey mapping has slowly gained more acceptance, as businesses are beginning to recognize the value such strategies bring when trying to develop more holistic, consistent #customer #experiences. In fact, Thompson notes that journey mapping may be the most crucial step in realizing that vision, as such guides enable everyone across the company to work from the same playbook on how to approach customer service by examining an array of fundamental questions:

  • How are our customers reaching us?
  • How do they feel at various touchpoints?
  • Why are they choosing one point of contact over another?
  • How are we responding during these interactions?


Customers seek brands that understand their journeys and offer improved experiences, as anticipating expectations and aligning business processes and technologies across departments to meet consumer needs serves as the prime differentiator in any industry.

Therefore, companies must address every stage of consumer behavior— awareness, consideration, purchase, service, and #loyalty—to break down silos and determine which elements truly need work.

As technology continues to generate twists and turns throughout the customer journey, companies may need to alter their #engagement strategies in an effort to reach customers where they work and play.

"These new devices also offer new sources of behavioral information that are key to marketers, such as new ways to signal purchase intent. If I'm wearing a @Nike Fuel Band, for example, when I walk past an exciting display, and my heart rate rises, might that signal an advertiser to send me an attractive offer to induce me to move forward with a purchase? Sounds a little like 'Minority Report', but the technology is available to offer those types of experiences today."

Share your thoughts on the Nike example?

No comment yet.
Scooped by Eric_Determined / Eric Silverstein!

Location #Marketing - The Impact of #iBeacon

Location #Marketing - The Impact of #iBeacon | New Customer - Passenger Experience |
Apple’s announcement of the iBeacon functionality as part of its iOS7 operating system is a game-changer for how businesses will conduct location-based marketing in the future.
Eric_Determined / Eric Silverstein's insight:

Location Marketing provides a whole new platform to utilize your #Data, #SocialMedia channels, and improve your #CustExp.

Dave shares a few insight into what iBeacon could mean for your business.

Share your thoughts?

Would you be willing to opt-in and download an App from your favorite business if you were to receive an incentive in return?

Would this incentive only be valuable as a discount, or something else?

Roberto Nocera's curator insight, January 19, 2014 3:31 AM

IBeacon disrupt the localization market? #ios #ibeacon #localization #retail

Michael Allenberg's curator insight, January 19, 2014 9:49 AM

Do not underestimate Apple's hidden iBeacon tech. This one is the game-changer that has kept Apple relatively quiet during their last several presentations...