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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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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Walter Gassenferth's curator insight, November 8, 2016 4:00 AM

Useful post, presenting some good tips. For those who speak Portuguese or Spanish and are interested in business management, please visit  http://www.quanticaconsultoria.com

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The Elements of Value Pyramid

The Elements of Value Pyramid | New Customer - Passenger Experience | Scoop.it
The Elements of Value Eric Almquist John Senior Nicolas Bloch When customers evaluate a product or service, they weigh it
Eric_Determined / Eric Silverstein's insight:

The 30 elements of Value, set in 4 key categories:

 

1. Functional

2. Emotional

3. Life changing

4. Social impact

 

Do you know what your customers value?

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Jean-Marie Grange's curator insight, October 11, 2016 11:41 AM
Do you know what Value you are bringing to your customers? Could you do more?...
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How Emotions Impact The Customer Experience

How Emotions Impact The Customer Experience | New Customer - Passenger Experience | Scoop.it

Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.

Eric_Determined / Eric Silverstein's insight:

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

 

  1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
  2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
  3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.

 

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Hearing Your Customers Loud And Clear

Hearing Your Customers Loud And Clear | New Customer - Passenger Experience | Scoop.it

Modern day businesses have access to an overflowing heap of customer data that can be used to work out what their customers think of them and their products, their needs and desires, and what they prioritise in their everyday lives. Information from contact centres, in-store and online shopping interactions, social media engagement, blogs, reviews and the increasingly dominant vlogs can all give useful insights on what customers are thinking and feeling.

Eric_Determined / Eric Silverstein's insight:

Are you hearing your customers loud and clear?

“We stay in business to the extent that people remember us“
 
“A brand is no longer what we tell the consumer it is, it’s what consumers tell each other it is”

Share other quotes, which one is your favorite?

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The Customer Experience in Sales

The Customer Experience in Sales | New Customer - Passenger Experience | Scoop.it

Would YOU Buy From You?

Eric_Determined / Eric Silverstein's insight:

Bain & Company reports that 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree.

 

Put yourself in your customers shoes, would you buy from you?

 

Think differently , re-evaluate your approach to make sure you deliver based on your customer needs, value preposition and expectations. Build and nurture that relationship.

 

As Barbara correctly highlights, Customer experience isn’t the next big thing in sales, it is THE thing. Are you on board?

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Can U Control Word-of-Mouth?

Can U Control Word-of-Mouth? | New Customer - Passenger Experience | Scoop.it

"People Influence People"

Eric_Determined / Eric Silverstein's insight:

"Growing your business through targeted referrals is the 'holy grail' of new business development.

 

In this day and age of reviews and user generated content, having a baseline goal of increasing your service levels to achieve referrals should be at the top of every organization's list of priorities, and far less challenging when your entire company is aligned with this goal.

 

From the executive boardroom right down to the front lines, everyone should be aiming at finding ways to increase referrals"

 

What is your organization or favorite brand doing to increase referrals/advocacy?

 

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Yvan's curator insight, May 21, 2016 12:12 AM
The Active Business Partner is the ultimate goal of every sales executive
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Digital Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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The Importance Of Happy Endings :)

The Importance Of Happy Endings :) | New Customer - Passenger Experience | Scoop.it
Customers don't rate the quality of their overall experience by what happens moment to moment, they judge it by what happened at its peak and at the end.
Eric_Determined / Eric Silverstein's insight:

"As Business leaders and marketers we need to pay attention to the peak-end rule.

 

How you say goodbye is just, if not more important, as how you said hello."

 

I am sure we can all share stories where the experience was great then...

 

Willing to share your most recent experience?

 

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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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Why Relationships?

Why Relationships? | New Customer - Passenger Experience | Scoop.it
The Chief Relationship Officer is more than a touchy-feely, warm and fuzzy job title. The role is often business development, positioned between marketing, sales, and customer success. The role
Eric_Determined / Eric Silverstein's insight:
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

  • raise awareness of your business (relationship marketing)
  • deliver more opportunities or efficiencies (strategic partnerships)
  • create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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Sebastián Muñoz's curator insight, March 19, 2016 5:57 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Konstantinos Kalemis's curator insight, March 21, 2016 5:34 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

ismokuhanen's curator insight, March 22, 2016 7:55 PM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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6 Key Elements To Digital Engagement

6 Key Elements To Digital Engagement | New Customer - Passenger Experience | Scoop.it
The last decade taught us a lot about chasing digital shiny objects: the maturation of digital technologies, the unprecedented explosion of consumer adoption of
Eric_Determined / Eric Silverstein's insight:

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

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Kate Marsh's curator insight, March 9, 2016 9:05 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

ismokuhanen's curator insight, March 22, 2016 8:02 PM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

Antonio Ormachea's curator insight, March 28, 2016 11:06 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

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What's The Biggest Challenge For Marketers?

What's The Biggest Challenge For Marketers? | New Customer - Passenger Experience | Scoop.it
Q&A with Lauren Flaherty, Executive VP and CMO, CA Technologies
Eric_Determined / Eric Silverstein's insight:

"Constant Disruption" - Lauren Flaherty, CMO @CAInc


Mix of Art & Science - "The ability to break through, have a narrative, have a voice, create a connection—all the things that folks like me would call the art side of the house—becomes as important as ever, because you have to be authentic and you have to make a personal connection to establish your relevance. That is the craft of what we do in marketing. The science is our ability to understand exactly when to roll it, exactly whom to target, what the right timing is."


The power of peer-to-peer networks, focus on your existing customers, they are your greatest brand advocates, best marketing ROI, do you agree?

 

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

"Constant Disruption" - Lauren Flaherty, CMO @CAInc


Mix of Art & Science - "The ability to break through, have a narrative, have a voice, create a connection—all the things that folks like me would call the art side of the house—becomes as important as ever, because you have to be authentic and you have to make a personal connection to establish your relevance. That is the craft of what we do in marketing. The science is our ability to understand exactly when to roll it, exactly whom to target, what the right timing is."


The power of peer-to-peer networks, focus on your existing customers, they are your greatest brand advocates, best marketing ROI, do you agree?

 

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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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Are You Memorable To Your Customers?

Are You Memorable To Your Customers? | New Customer - Passenger Experience | Scoop.it
CUSTOMER LOYALTY - the importance of an emotional connection by Colin Shaw on October 18, 2016 Customers are not loyal becaus
Eric_Determined / Eric Silverstein's insight:

"Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided."

 

How are you making sure your service or product delivers a memorable experience for your customers?

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Samuel Pavin's curator insight, October 27, 2016 2:12 AM
Share your insight
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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | New Customer - Passenger Experience | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.

Eric_Determined / Eric Silverstein's insight:

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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Sue Duris's curator insight, August 24, 2016 6:08 PM

Loved this post because I have always touted that great employee engagement drives great customer experience which drives strong corporate growth.

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4 Stages of Customer Engagement

4 Stages of Customer Engagement | New Customer - Passenger Experience | Scoop.it

Are you still following the old rules?

Eric_Determined / Eric Silverstein's insight:

"The kind of long-term customer relationships you want don’t happen because the text on the ‘buy now’ button says the right thing. They are fostered when the customer trusts your brand to be the kind she wants to be aligned with and come back to."

 

How well do you know your customers?

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Customer experience in the age of disloyalty

Customer experience in the age of disloyalty | New Customer - Passenger Experience | Scoop.it

In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it's all about the customer experience and creating compelling content that's relevant to your audience.

Eric_Determined / Eric Silverstein's insight:

"In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers.

 

It’s up to companies to make those interactions unforgettable, wherever they happen during the customer journey."

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How To Measure Customer Loyalty?

How To Measure Customer Loyalty? | New Customer - Passenger Experience | Scoop.it

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways to improve customer loyalty.

Eric_Determined / Eric Silverstein's insight:

"3 different types of customer loyalty:

 

1. Retention loyalty – the extent to which customers will stay with you / not defect to a competitor

 

2. Advocacy loyalty – the extent to which customers will recommend your company/brand

 

3. Purchasing loyalty – the extent to which customers will expand their relationship with you by buying more and/or different products/services from you.

 

Each of these types of customer loyalty are responsible for different types of business growth. Retention loyalty leads to long-term customers who are easier to service. Advocacy loyalty brings in new customers. Purchasing loyalty increases the average revenue per customer."

 

It's important to recognize all 3 as you evaluate your performance, and make the necessary adjustments to earn your customer loyalty.

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How to Improve Listening Skills for Customer Growth

How to Improve Listening Skills for Customer Growth | New Customer - Passenger Experience | Scoop.it
Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area Empathy, or your ability to
Eric_Determined / Eric Silverstein's insight:

4 key elements:

 

1) Authority, or your knowledge and expertise in an area

 

2) Empathy, or your ability to connect with others

 

3) Collegiality, or your tendency to collaborate and stay transparent

 

4) Education, or your background and ‘vetting’

 

By improving listening skills you impact 2 key customer experience concepts:

 

  • One-Company Leadership, where there’s alignment and smashed silos and executives are listening to each other and listening to customers

 

  • Alignment Around Experience, where customer experience is viewed as a driving force of financial growth

 

How well is your organization facilitating communication with its customers and employees, in order to better listen, validate and implement the needed changes for future growth?

 

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ROI of Social Media - #SMMW16 Takeaways

ROI of Social Media - #SMMW16 Takeaways | New Customer - Passenger Experience | Scoop.it

Often as marketers when we think about social media we think about things we can put on a spreadsheet; things like reach, likes, shares, engagement and so on. But, the ROI of social media isn’t always necessarily quantitative.

Eric_Determined / Eric Silverstein's insight:

"A lot of times the ROI of social media is qualitative. Meaning, it’s difficult to measure because what you’re measuring in social media is more about the relationships and connections that you make.

 

The reason people choose to share is usually for one of 3 reasons:

 

  1. It’s self identity. Much like picking the kind of car we drive or the coffee we drink, picking the things we share is a way to self identify ourselves.
  2. Acts of generosity and kindness. We share because we are motivated to do something nice for someone else.
  3. A symbol of love and support. Similar to an act of generosity, we share because we want to show our love and support."

 

Share your experience and other takeaways from #SMMW16? 

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The 4 A's of Content Marketing

The 4 A's of Content Marketing | New Customer - Passenger Experience | Scoop.it

Different types of content play different roles in your marketing strategy.

An Introduction to the 4 Essential Types of Content Every Marketing Strategy Needs 

http://www.copyblogger.com/essential-content-types

Eric_Determined / Eric Silverstein's insight:

4 Content Types

 

Attraction content helps you reach a new audience and get your message in front of new people.

 

But eventually you’ll want to convince those people to trust you as an expert, so you’ll need to provide Authority content.

 

Once you’ve established authority, your message will spread through Affinity content. Affinity content is how you build a community of like-minded people that share your beliefs.

 

And it’s this community who will be your best customers. But nobody will listen to you — let alone buy from you — unless you create Action content.

 

Demian Farnworth will create a series of articles this week on these 4 key drivers, check it out!

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Customers want - Always or Delight ?

Customers want - Always or Delight ? | New Customer - Passenger Experience | Scoop.it
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Eric_Determined / Eric Silverstein's insight:

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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BSN's curator insight, April 1, 2016 7:30 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

 

 

JunoPark's curator insight, April 2, 2016 11:27 PM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

Konstantinos Kalemis's curator insight, April 4, 2016 6:53 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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Get Personal, It's Business!

Get Personal, It's Business! | New Customer - Passenger Experience | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with
Eric_Determined / Eric Silverstein's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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ismokuhanen's curator insight, March 22, 2016 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Michael Allenberg's curator insight, March 26, 2016 3:37 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 2016 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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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?

more...
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?

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Moment of Misery vs Moment of Magic

Moment of Misery vs Moment of Magic | New Customer - Passenger Experience | Scoop.it
An Amazing Experience My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage.
Eric_Determined / Eric Silverstein's insight:

How to take a negative experience and turn it into a moment of delight.


@Hyken shares a great story @SouthwestAir. They live their brand mission, and focus on hassle free experience, key drivers to building successful customer relationships.


They learned from past experiences, and through this nominal investment they strengthen their customer loyalty and lifetime customer value.


Which airline will you choose for your next flight?

more...
ismokuhanen's curator insight, March 22, 2016 8:17 PM

How to take a negative experience and turn it into a moment of delight.


@Hyken shares a great story @SouthwestAir. They live their brand mission, and focus on hassle free experience, key drivers to building successful customer relationships.


They learned from past experiences, and through this nominal investment they strengthen their customer loyalty and lifetime customer value.


Which airline will you choose for your next flight?