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New Customer - Passenger Experience
Everyone are now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Latest venture www.snapcious.com - mobile social engagement
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Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | New Customer - Passenger Experience | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.
Eric_Determined / Eric Silverstein's insight:

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
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#Customer Service or Lip Service?

#Customer Service or Lip Service? | New Customer - Passenger Experience | Scoop.it
In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?
Eric_Determined / Eric Silverstein's insight:

Which statement do you like best?

 

For me the below addresses both the customer and the business perfectly:

 

"Our Customers are people who bring their wants. It is our job to handle them profitably - to them and to ourselves."

 

Annette's experience not only was positive, now they earned her trust and loyalty. Let's try to get the name of this establishment, then Annette becomes an Advocate :)

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13 Leadership Lessons From Dawn Of The Planet Of The Apes

13 Leadership Lessons From Dawn Of The Planet Of The Apes | New Customer - Passenger Experience | Scoop.it
Dawn Of The Planet Of The Apes opens the world to more leadership lessons from pop culture. Here's the 13 leadership lessons I learned from Leadership lessons from Dawn Of The Planet Of The Apes
Eric_Determined / Eric Silverstein's insight:
Key #Leadership lessons from Dawn of the Planet Of the Apes.


There are spoiler alerts, so if you have not seen the film, beware :)

Which key lesson have you recently experienced?

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Darrin J Wikoff's curator insight, July 17, 2014 10:15 AM

The day we stop learning is the day we die. There are leadership lessons all around us...in nature and in science fiction. I found this article interesting because it made me wonder if these connections were intentional, or if the story unfolded through the eyes of the screenwriters based on their perceptions of what makes an effective and powerful leader. These 13 lessons are the basics of teamwork as well as leadership. Take a look…but beware, SPOILER ALERT!

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#Leadership Vs. #Management — check how @WarrenBuffett sees it...

#Leadership Vs. #Management — check how @WarrenBuffett sees it... | New Customer - Passenger Experience | Scoop.it
Businesses need individuals who will be both leaders and managers. As Warren Buffet said, it is not enough to just manage, nor is it enough to only lead.
Eric_Determined / Eric Silverstein's insight:

What is the key to success, #Leadership or #Management?


Do you see the difference between:


"Does the Right Thing vs Does Things Right?"


Good #infographic


When your employees deliver an outstanding #customer #experience, it's the result of both inspiration from leadership and qualities in management.


Share your thoughts.

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Efficienarta's curator insight, March 5, 2014 5:20 AM

I believe that all enterprises benefit from recognising the importance of both Leadership and Management capabilities - however interlinked. I had the great fortune to experience robust Leadership Training at the beginning of my first career as a Royal Air Force Officer. Subsequently I learned a huge amount about management when I studied for an MBA. Later as I took the journey to become a Chartered Director, I became more and more convinced of the need for enterprises to conscientiously develop and reward management and leadership excellence. 

Debra Walker's curator insight, March 6, 2014 3:13 PM

Blurred Lines - to quote popular culture.  Wonderful to see this update from Drucker's original teachings.  It is true that it used to be an option and that management had a role as did leadership as well as the third sibling supervision.  In today's economy, employee experiences are keys to what drives customer experiences and leadership is not a nice to have, it is a necessity.  

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5 Ways to Keep Your Company Ahead of the Curve

5 Ways to Keep Your Company Ahead of the Curve | New Customer - Passenger Experience | Scoop.it
The world is advancing faster than ever before. Can you keep up? Here Inc. columnists share how to stay ahead of the game.
Eric_Determined / Eric Silverstein's insight:

5 valuable insight for all businesses to follow.


One thing you can be assured of is ongoing changes. If you are not ready to adapt, you can certainly expect your competitors will.


What are your thoughts on the advice given?

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Siegfried Holle's curator insight, December 8, 2013 6:57 PM

be proactive and embrace the chase

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#Customer Experience success starts with the right Company #Culture - Agree?

#Customer Experience success starts with the right Company #Culture - Agree? | New Customer - Passenger Experience | Scoop.it
VideoCustomer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience. In my opinion, they are: 1. Focusing solely on the customer. Employees [...]
Eric_Determined / Eric Silverstein's insight:

To deliver on #Customer #Experience, you first need to have the right Company #Culture.


Stan Phelps shares his 3D rule to establishing an organization constitution.


Do you agree? 

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Your Single Best Piece of Business Advice!

Your Single Best Piece of Business Advice! | New Customer - Passenger Experience | Scoop.it
Most people remember that single piece of advice that changed their lives. Here, Inc. columnists share the best business advice they ever got.
Eric_Determined / Eric Silverstein's insight:

In the age of the #customer, access to #data, new #technology, there are still fundamental business advice that become the foundation, an important lesson or the goal.

 

Inc. shares 3 important insight. Advise from key figures such as Bill Gates, Oprah, Seth Godin, etc… check:

 

http://brandmakernews.com/business-brand/3064/the-best-business-advice-i-ever-received.html

 

Which advice resonates the strongest for you?

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How to build #Loyalty with the right Marketing Strategy!

How to build #Loyalty with the right Marketing Strategy! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Part 2 covers customer-experience-driven comparative advantages and targeted deployment—the tactical execution of communicating a brand's value proposition and unlocking competitive advantages.
Eric_Determined / Eric Silverstein's insight:

Well said James!:


"One of the most difficult jobs for marketers is creating truly differentiated customer experiences. Industrial design can be duplicated, but replicating an experience is much tougher.


It's critical to understand that a product's "value" to a consumer is not only the price tag but also the feeling engendered in the consumer by the purchase of the product. Accordingly, success depends on your marketing program's ability to meet three key objectives:


1. Building mindshare. 


2. Connecting relevancy. 


3. Calling to action. "


Share your recent brand experience that builds the right loyalty for you?

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Rhonda Hailey's curator insight, April 4, 2014 8:52 AM

#Courting.. never went out of style.

Nine0Media's curator insight, April 4, 2014 11:02 AM

#DIYSEO #SocialMediaTools 

Carlos Polaino Jiménez's curator insight, April 7, 2014 6:42 AM

El ya famoso marketing funnel

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How 4 Obstacles to change can affect #Leadership & #CustExp !?

How 4 Obstacles to change can affect #Leadership & #CustExp !? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The four obstacles to change - how they are similar in Leadership and Customer Experience


1. The knowing-doing gap:


Always be ready for changing conditions, what may have worked before will not automatically work in future


2. Insufficient investment: 


"To develop mastery of the practice, you must first develop mastery of the knowledge."


In today's business environment, you need to capture #Data in order to better engage with your customers.


3. Implementation difficulties lead to insufficient persistence


It's not because you have difficulties implementing a new program that you should give up on it. If you have the right data to back it up, persist and engage with your customers and team members to make sure you implement the right leadership and customer experience change.


4. Insufficient support from their ecosystem


Validation will come, but in a changing environment, it takes some time to get team members to change with it. But when it comes to customer experience, you will see immediate results, good and bad, so always be ready.


Share your thoughts on these attributes across Leadership and Customer Experience.

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