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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, visual and social engagement.
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One-to-One Content Marketing

One-to-One Content Marketing | New Customer - Passenger Experience | Scoop.it
Very soon I will board a plane bound for Orlando with my family — yes, we're headed to Disney World. On the surface there's nothing remarkable about this trip or my planning process: it's a family
Eric_Determined / Eric Silverstein's insight:

Disney clearly understands the importance of customer #journey mapping, identifying all touch points, and deliver a relevant individual #customer #experience .


As Marc highlights, it's about transforming your #marketing strategy into:


1) Exciting

2) Useful

3) Helpful


#Content aimed at helping ONE customer.


In the Disney experience created for Marc, their aim is long-term advocacy.


Marc, you will need to share your experience upon your return :)

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What can we expect at 2015 #Mobile World Congress?

What can we expect at 2015 #Mobile World Congress? | New Customer - Passenger Experience | Scoop.it
I remember the first time I attended 3GSM in Cannes: It was primarily a B2B telecoms trade show and centered on DVB-H, WiMAX, and other technology-centric acronyms. Fast-forward 11 years, and Mobile World Congress (MWC) will be the center of the business world for a couple of days (March 2 to 5).
Eric_Determined / Eric Silverstein's insight:

"It is fascinating to see how mobile has changed the world in the past 10 years — not just in the way that we live and communicate but also in terms of disrupting every business. I strongly believe that mobile will have a bigger impact than the PC or Web revolutions. "


Do you agree with Thomas' conclusion?


@SNAPCIOUS will be in attendance - keen to engage across both themes to be anticipated during the conference:


1.   Mobile As The Hub Of New Connected Experiences

 

 

2. Mobile As A Key Driver Of Cross-Channel Marketing, Commerce, And Payment Initiatives


If you will be attending, share what you anticipate from the conference?

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | New Customer - Passenger Experience | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.
Eric_Determined / Eric Silverstein's insight:

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

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Michael Allenberg's curator insight, October 29, 2014 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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How #Data needs to connect across the #customer journey

How #Data needs to connect across the #customer journey | New Customer - Passenger Experience | Scoop.it
Understanding the customer journey and delivering relevant experiences has never been this critical.
Eric_Determined / Eric Silverstein's insight:

"Non-personal identifiable information acts as the lifeblood of digital #marketing: improving the relevancy and effectiveness of acquisition, retargeting, optimisation, #personalization and even #loyalty and retention programs.

 

The systems that marketers are using today may have been acceptable for a website oriented world, but they will not be sufficient to support a model that is expected to be 50% cross-channel sales and $1.8 trillion in less than five years.

 

The companies that deliver a #CustExp that is relevant and personalized across their customers’ journeys – an experience that is informed by customers’ intent, device and channel, and purchase stage – will be the digital marketing leaders of tomorrow. "

 

Share your latest experience of a company that delivers a consistent experience across all touch points?

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Creating a Strong #Customer #Experience: 6 Key Principles

http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customer…
Eric_Determined / Eric Silverstein's insight:

An engaging SlideShare that showcases key principles to drive results.

 

Important questions are raised for your business.

 

Have you started on your customer journey map?

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5 #CustomerExperience Predictions

The customer experience is one of constant change. And customers are expecting retailers to keep up, regardless of the channel. Here are a few things we might get to see in 2014.
Eric_Determined / Eric Silverstein's insight:

Jeannie shares key examples, with clear visuals.


Regardless whether you have a retail outlet or not, you need to offer a seamless and omnichannel experience.


Share your own experience. What would engage you further with your favorite brand?

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2014 Will Be the Death of #Mobile #Advertising

2014 Will Be the Death of #Mobile #Advertising | New Customer - Passenger Experience | Scoop.it
ADOTAS – If 2013 was (finally) the year of mobile advertising, 2014 will be the death of it.
Not because the [...]
Eric_Determined / Eric Silverstein's insight:

Of course mobile advertising will see continuous growth, but Jeff highlights the need to coordinate a campaign across all channels


"Key to success in any marketing effort is understanding what motivates our customers to purchase", and this requires a presence at every touch point of a customer journey!


Share your thoughts?

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#Mobile + #Marketing Automation Demystified

#Mobile + #Marketing Automation Demystified | New Customer - Passenger Experience | Scoop.it
A Continuous Cross-Channel Conversation
Eric_Determined / Eric Silverstein's insight:

It's about having a continuous cross-channel conversation, and #mobile is playing an increasing role, do you agree?


Marketo provide a good overview of what you should look into.


As you engage across your favorite #brands, what do you see missing in your mobile #engagement with them? #Social #Media campaigns?



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#Relationship #Marketing: The Next Frontier!

#Relationship #Marketing: The Next Frontier! | New Customer - Passenger Experience | Scoop.it
Consumer touchpoints have increased, power has shifted to the buyer, and brands must continually think of new and innovative ways to address these changes.
Eric_Determined / Eric Silverstein's insight:

Michael @Kia says it well: "You can’t dictate how your brand is perceived, but you can create experiences that influence consumers’ feelings. Strong relationships drive business, but cannot be manufactured or manipulated.."


Is your brand focused on delivering the best #customer #experience,  and nurture that #relationship?


As we live in a true #omnichannel world, we shouldn’t see the increase of #touchpoints as a problem to solve, but as an increased opportunity to connect with consumers. 




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Bharat Employment's curator insight, January 29, 1:12 AM

www.bharatemployment.com

John Norman's curator insight, January 30, 5:00 PM

I keep hearing the phase "People first buy into relationships before they buy products" (or words to that effect) and this is so very true when it comes to network marketing. Therefore to establish credibility as a leader you need to master the art of relationship management. While there is nothing terribly new about that (ask any politician) it has become a necessary skill for many in the age of globalised digital connectivity.

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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | New Customer - Passenger Experience | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?
Eric_Determined / Eric Silverstein's insight:

You can see from the slide the different elements you need to deliver. But the #customer #Journey map is the basis for understanding how, when and where your customers interact with your brand, then you need to make sure you deliver a consistent experience across all touch points and channels. 


Annette provides clarity in the differentiation between lifecycle and journey.


Share your thoughts.

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Roberto Nocera's curator insight, September 25, 2014 3:27 AM

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

Tonya McKinney's curator insight, September 26, 2014 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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Omnichannel Commerce - breaking down silos

Omnichannel Commerce  - breaking down silos | New Customer - Passenger Experience | Scoop.it
General Management - Meeting every need of every customer sounds customer-centric, but it ends up being just the opposite. Here's a look at what being customer-centric really means.
Eric_Determined / Eric Silverstein's insight:

Where businesses are coming from vs where the customer expect them to be:


"While businesses struggle with silos, consumers are defying them. Customers intrinsically reject the notion of a business-directed channel and demand visibility and interactivity at all touchpoints during their commerce experience. They expect to be identified when purchasing—regardless if they're online or using a smartphone. They demand real-time access to product inventory and data to help them in their purchase and delivery decision, regardless of how retails manage their supply chain. 

Unfortunately, while commerce moves at lightning speed, most commerce platforms do not. As e-commerce moves more into the marketing function, the benefits of a perfected omnichannel experience will provide…

Consumers with a consistent, seamless brand experience across all platformsBusinesses with a better understanding of customers needs and behaviorsA quick ramp-up to test new markets, benefiting both consumers and businesses

Businesses must be prepared to respond quickly to the consumer-driven marketplace. As distribution and purchasing channels continue to consolidate, the possibilities become limitless.

To develop long-term relationships with customers, marketers must provide added value to the individual and remove the silos within the business and between the business and the consumer."

 

There are numerous opportunities for companies to assist those businesses in need, but don't take too long as your #customers loyalty will only last until their next negative experience.

 

Do you agree?



Read more: http://www.marketingprofs.com/opinions/2014/25642/using-the-cloud-to-erode-the-walls-of-customer-channels#ixzz38Ve3tQKd

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Guislain d'Hauteville's curator insight, September 5, 2014 1:15 PM

Un article intéressant sur l'usage des technologies Cloud pour mieux réussir sa stratégie omnicanal.

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How #Omnichannel Creates New Competition for Your #CustomerExperience

How #Omnichannel Creates New Competition for Your #CustomerExperience | New Customer - Passenger Experience | Scoop.it
As is there wasn’t enough competition for struggling industries like banking, retail an
Eric_Determined / Eric Silverstein's insight:

"Your customers have a lot more to compare your Online and #Mobile experience to.


In this customer driven economy with heavy social connectivity, customer expectations are a moving target, and they’re not moving down — only upward. The fight for the customer experience victory puts your company in a battle with more than just your direct competitors — it’s about matching up and beating the omni channel experience leaders across industries."


Do you agree?

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@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return!

@IBM: Consumers Willing to Share Personal Details, But Expect Value in Return! | New Customer - Passenger Experience | Scoop.it
NEW YORK, January 13, 2014 (ADOTAS) — A new IBM (NYSE: IBM) study of more than 30,000 global consumers released today [...]
Eric_Determined / Eric Silverstein's insight:

The latest study from IBM reaffirms everyone's understanding that #customers are willing to work with you and share their #data if you are ready to deliver the right #experience and value for them.


Share your thoughts on the data presented. 


Do you agree that the biggest challenge for companies is to deliver the right omnichannel experience?

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Laurent Hilaire's curator insight, January 14, 2014 8:58 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
Laurent Hilaire's curator insight, January 14, 2014 9:06 AM
 May God bless you for your hospitality and understanding to Hilaire L,Delegate of DT from Haiti,it's a young organisation that has come after the earthquake january 12,2010.
What do you see?
We do need your support in what you,train,forum,counselling or else....Go in facebook with his name ,you could see pictures of we have done: Francois Marc Arthur
www.dthaiti.org
Hilaire Laurent,Delegate
Phone:509-37748846
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2013 #Marketing Trends & #Data that will impact 2014 [#Infographic]

2013 #Marketing Trends & #Data that will impact 2014 [#Infographic] | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Let's look back at the significant marketing trends and events in 2013 that may shape our marketing in 2014.
Eric_Determined / Eric Silverstein's insight:

Trends and Data from 2013 will become the foundation for 2014.


Any stats that surprise you?


Which area will impact you the most?

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Colin Taylor TRG's curator insight, December 31, 2013 7:38 AM

More tips and trends that will impact #custserv in 2014