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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The Brand Awareness Checklist

The Brand Awareness Checklist | New Customer - Passenger Experience | Scoop.it
The Brand Awareness Checklist filed in   BRAND STRATEGY ,   MARKETING In a competitive, commercial environment the logic is th
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Why Do Your Customers Buy?

Why Do Your Customers Buy? | New Customer - Passenger Experience | Scoop.it
Why Do Your Customers Buy? How thirsty is the college student who pays almost $5 for a Caramel Macchiato at Starbucks? Did th
Eric_Determined / Eric Silverstein's insight:

"Our perception of value is created by wants not needs, feelings, not facts, and beliefs, not proof - how are you looking to engage and win over your audience?

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S.A.V.E. Marketing!?

S.A.V.E. Marketing!? | New Customer - Passenger Experience | Scoop.it
Why the 4 Ps of Marketing Might Be Outdated The 4 Ps of marketing have been used for decades. But for modern B2B companies, they ma
Eric_Determined / Eric Silverstein's insight:

S.A.V.E. vs 4 Ps of Marketing - Focus on your customers, you'll be amazed what you can learn and earn by nurturing this close relationship while iterating your services and/or product accordingly.

 

 

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Are You Trying To Be Everything To Everyone? 

Are You Trying To Be Everything To Everyone?  | New Customer - Passenger Experience | Scoop.it

You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with.

Eric_Determined / Eric Silverstein's insight:

"You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with."

 

Understand who your true customers are, then focus on delivering and delighting them throughout their journey with your brand.

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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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How To Become Customer Obsessed!

How To Become Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
Forrester's new report, “A Customer-Obsessed Operating Model Demands A Close Partnership With Your CIO,” dives into the actions you must take to accelerate your journey to customer obsession.
Eric_Determined / Eric Silverstein's insight:

 

To accelerate your journey to customer obsession, here are the 4 key areas shared between CMO & CIO:

 

1. People

2. Process

3. Technology

4. Metrics

 

PEOPLE - Given the rate of technology change, the only thing that is certain about your customers’ expectations next year is that they will be different from today. This is the reason you need close partnership and collaboration across the entire organization.

 

PROCESS - To begin your journey, adopt a business capability focus, mapping today’s capabilities to the overall customer life cycle. Then prioritize investments that best address the outcomes your customers most value.

 

TECHNOLOGY - Successful leaders look at customer value from the outside-in—first understanding the outcomes the customer desires, and then building the technology that the business needs to continuously meet those evolving needs.

 

METRICS - Sharing KPIs that measure the outcomes you deliver to your customers focuses everyone on the right things.

 

What is your organization implementing to stay aligned with your customer desires and expectations? 

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Richard Bradley's curator insight, May 25, 2016 7:55 AM

The impact of Technology on the customer experience - becoming customer obsessed

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Your Why Affects Your What

Your Why Affects Your What | New Customer - Passenger Experience | Scoop.it
In the documentary The Story of Content: Rise of the New Marketing (26:54 mark), River Pools & Spas Co-Owner Marcus Sheridan shares the following about their turnaround from near bankruptcy to becoming the global leader in fiberglass pool education: “Th
Eric_Determined / Eric Silverstein's insight:

"You can’t reach your business goal without first serving the needs of your audience

 

Once we deliver consistent value to our audience, and they begin to know, like and trust us, then we can extract value from that relationship."

 

Check the great Story of Content Documentary included in this Brand Quarterly article. 

 

Are you addressing the Why for your customers?

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Ready For Data Insight Journey?

Ready For Data Insight Journey? | New Customer - Passenger Experience | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity
Eric_Determined / Eric Silverstein's insight:

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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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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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | New Customer - Passenger Experience | Scoop.it
The first step in exceeding your customer's expectations is to know those expectations. -Roy H. Williams
Eric_Determined / Eric Silverstein's insight:

"Expectations are funny things:

 

  • Customers have them, but they are not in control of them, not in control of the outcomes.
  • Customers have them, but companies must know them and understand them.
  • Companies set them (brand promise, service delivery, documentation, etc.), yet they have trouble delivering against them (consistently)."

 

Check the great interview that follows with Annette Franz & Stan Phelps

 

Next steps for your #CX - 3D from Stan Phelps:

1. Discovery

2. Designing

3. Deployment

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Be Everywhere... And Be Ready!

Be Everywhere... And Be Ready! | New Customer - Passenger Experience | Scoop.it
Marketing is always changing, but what if you knew what was coming? This new report demonstrates what is coming and how marketers should prepare.
Eric_Determined / Eric Silverstein's insight:

“The experience is the marketing and the experience is what drives performance.” - JPMorgan Chase CMO Kristin Lemkau.

 

Marketo and The Economist Intelligence Unit share their findings on the path to 2020.

 

Do you agree that the pace of change over the last 5 years is nothing compared to what will happen over the next 5 years?

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Marketing Is Everyone's Job?

Marketing Is Everyone's Job? | New Customer - Passenger Experience | Scoop.it
It was HP co-founder, David Packard, of all people, who came up with one of my all-time favorite quotes on marketing, specifically that "marketing is too important to be left to the marketing department." This quote is often mentioned in the same breath as these famous Peter Drucker quotes: “Because the purpose of business is to…
Eric_Determined / Eric Silverstein's insight:

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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BSN's curator insight, March 31, 2016 10:05 AM

"Marketing is the whole business seen from the point of view of the customer"

Laura Godin's curator insight, March 31, 2016 5:53 PM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

Kate Marsh's curator insight, April 1, 2016 8:19 AM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…
Eric_Determined / Eric Silverstein's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 2016 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 2016 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 2016 4:16 AM

Valuable data and insights. Any surprises?

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Shouting To Be Heard!

Shouting To Be Heard! | New Customer - Passenger Experience | Scoop.it

If we want our ideas to be embraced, we have 2 choices:

Eric_Determined / Eric Silverstein's insight:
Trying to make your brand heard?

2 choices, which one do you think will yield greater results:

1. We can shout to be heard
2. We can listen to understand


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It's not B2B vs B2C, it's Personal!

It's not B2B vs B2C, it's Personal! | New Customer - Passenger Experience | Scoop.it
It's not B2B vs B2C, It's Personal One of the most confusing distinctions created in the business world is the one betwee
Eric_Determined / Eric Silverstein's insight:

Do you understand who your customer is?

 

A human makes a decision whether you are dealing with a B2B or B2C business, make sure you understand them, listen and address their needs, concerns or aspirations.

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Ron McIntyre's curator insight, October 15, 2016 7:46 AM

Interesting,  It has always been personal regardless of what label it has on it.

ShriShail Tech.'s comment, November 3, 2016 9:39 AM
If looking for Online Marketing expert Branding, Leads, Sales Revenue & Social Media Consulting Services. For any query email us today at info@shrishail.com
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15 technologies that will help you become more customer obsessed over the next 5 years

15 technologies that will help you become more customer obsessed over the next 5 years | New Customer - Passenger Experience | Scoop.it
Marketers need to say goodbye to campaigns, say hello to AI-driven conversations with customers New report on emerging tech in nex
Eric_Determined / Eric Silverstein's insight:

It starts and ends with your customers.

 

The better you understand where they are coming from, their interest, their passion, where they are in their journey with your brand, the easier it will be for you to build a trusted relationship, deliver value and satisfaction at the right time, on the right device/platform/channel, wherever they may be.

 

Businesses need to remain agile, in order to stay relevant to their customers. What are your thoughts on these technologies?

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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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New Rules Of Brand Awareness

New Rules Of Brand Awareness | New Customer - Passenger Experience | Scoop.it

If you conducted a survey of entrepreneurs or business leaders, asking them to name their three biggest challenges, I can guarantee that nine times out of ten, attracting more customers and creating brand awareness would be on that list.

Eric_Determined / Eric Silverstein's insight:

The brands that have thrived and become important to us in recent times remain relevant because they see us, not because they made us more aware of them.

 

We succeed by understanding how to create value, joy and connection not simply by being more visible.

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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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What Will Define The Future Of Marketing?

What Will Define The Future Of Marketing? | New Customer - Passenger Experience | Scoop.it
Just as the future of marketing involves both the left and right sides of the marketing brain, the evolution of martech requires striking balance — between data and intuition, digital and analog, structured systems and experimentation, automation and human interaction. Technology is moving closer to this balancing point, but we’re just scratching the surface of what software can do to make marketers more successful.
Eric_Determined / Eric Silverstein's insight:

1. Data Driven Creativity

2. Continuous Customer Delight

3. True Omnichannel Marketing

 

As John Greathouse points out, the future of marketing requires balance between data and intuition, digital and analog, structured systems and experimentation, plus automation and human interaction.

 

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15 examples of artificial intelligence in marketing

15 examples of artificial intelligence in marketing | New Customer - Passenger Experience | Scoop.it
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.
Eric_Determined / Eric Silverstein's insight:

Is there anything AI can't do?

 

Ben @Econsultancy shares 15 key examples of AI in Marketing:

 

1. Recommendations/content curation

2. Search engines3. Preventing fraud and data breaches4. Social semantics5. Website design6. Product pricing7. Predictive customer service8. Ad targeting9. Speech recognition10. Language recognition11. Customer Segmentation12. Sales forecasting13. Image recognition 14. Content generation15. Bots, PAs and messengers 
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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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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.
Eric_Determined / Eric Silverstein's insight:

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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Marketing in 2016 - Key Findings!

Marketing in 2016 - Key Findings! | New Customer - Passenger Experience | Scoop.it
"The CMO's currency is the customer - customer voice, customer value, valence, and often, the experience itself." -
Eric_Determined / Eric Silverstein's insight:

Vala Afshar shares insight from Salesforce State Of Marketing 2016 report. 

 

Key categories with 55 statistics:

 

- Priority and success measures

- Marketing alignment with business leadership

- Customer journey strategy

- Integrating the customer experience

- Tech adoption

- Marketing channels - real time channel orchestration

- ROI - Mobile - Email - Social

- Advertising accelerates on social platforms

 

Any surprises?

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Most Brand Stories - Are You Ready To Standout?

Most Brand Stories - Are You Ready To Standout? | New Customer - Passenger Experience | Scoop.it
Start what the marketer needs to say, not with what the customer wants to hear.
Eric_Determined / Eric Silverstein's insight:

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Samuel Pavin's curator insight, March 29, 2016 3:07 AM

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.