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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#MaryMeeker's 2015 #InternetTrends report

#MaryMeeker's 2015 #InternetTrends report | New Customer - Passenger Experience | Scoop.it
Print is still getting a disproportionate share of ad dollars compared with the amount of time people spend reading it, Ms. Meeker said.
Eric_Determined / Eric Silverstein's insight:

All The Growth Is In #Mobile !

This article highlights key areas from the trend report with important insight.


Which area, stat or information surprised you the most?


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Roberto Fuso Nerini's curator insight, May 28, 2015 4:13 AM

2015 Internet trend. Main slides + link to the full report.

Nicolas Desachy's curator insight, May 28, 2015 8:32 AM

To be read

Stuart Walters's curator insight, May 28, 2015 11:28 AM

Mary Meeker provides great insight into Internet Trends every year, and those trends relate directly to customer expectations and Customer Experience (CX).  

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#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin

#SXSW - 1 part #CES, 1 part #TED, 2 parts #Austin | New Customer - Passenger Experience | Scoop.it
SXSW has been called Spring Break for digital marketers by those who come to Austin for the fun. But to paraphrase Chris Curtin, Visa’s Chief Brand & Innovation Marketing Officer, SXSW is “one part CES, one part TED, two parts Austin.” No matter what you call it, it’s overwhelming trying [...]
Eric_Determined / Eric Silverstein's insight:

As you attend @SXSW, share which session you found most valuable?


Here are some great recommendations from John Ellett:


- Creating Meaningful #Mobile #Experiences


- How #Innovation Happens


- Humanizing #Digital


- Learning to Work in the Future


- Bringing the Flying Lab into Reality


- How to Remain Relevant in Today's Digital Age


- Defining the Next Generation of #Retail Experience

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DTS000's curator insight, March 17, 2015 11:28 AM

Are you going?

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | New Customer - Passenger Experience | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.
Eric_Determined / Eric Silverstein's insight:

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | New Customer - Passenger Experience | Scoop.it
Don’t Down-size the Store. Right-size the Experience
Eric_Determined / Eric Silverstein's insight:

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

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Michael Allenberg's curator insight, September 29, 2014 9:03 AM

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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The Economics of Product Placements - ask @ray_ban @heineken @007 if they liked it!?

The Economics of Product Placements - ask @ray_ban @heineken @007 if they liked it!? | New Customer - Passenger Experience | Scoop.it
75% of all network TV shows now feature product placements. Movies, music, and video games aren’t far behind. We explore the future of entertainment, brought to you by Volkswagen.
Eric_Determined / Eric Silverstein's insight:

John provides a thorough review of the economics behind product placements and traditional advertising. When it started and where it's heading.


Get used to it, brands are looking to continue building on that viewer experience. The difference now is that social media channels, second screen content and other solutions provide greater ways to engage and measure success of a campaign.


Classic examples like @BMW with @007 or @ReesesPBCups with #E.T.


Which film or TV Show have you noticed a lot of product placement? 


Has any one film or TV show lead you to purchase an item?


Share your experience?

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Brett Reid's curator insight, October 2, 2014 3:52 AM

Television shows are fast becoming filled with product placement,  this article states 75 %  of all network shows feature product placements. This article gives figures on the benefits of product placement in famous movies and television shows.  It's mutually beneficial for the marketer and the show/movie as  its a means of using celebrities to endorse their products and  it brings a sense of realism using products people know and can relate to. 

Eric_Determined / Eric Silverstein's comment, October 2, 2014 6:20 PM
Thanks Matthew for adding your valuable comment to the discussion. It's great to see the topic being discussed and shared with further insight across Jacques, Rebecca, Rolando, Olivia, Saina and Brett. Stay engaged and welcome everyone's participation!
Payton Cox's curator insight, October 6, 2014 12:47 AM

This article discusses the economics behind product placement, when it started and where it is heading. Today, we have so much power over television advertising through ‘zipping’ and ‘zapping’ therefore, marketers have to advertise content through mediums consumers are actually interested in. When products are naturally inserted into the story lines of our favorite shows we often do not even recognize it as advertisement therefore, it is often more affective.

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How @Target Missed Their Target!? | Customer Experience

How @Target Missed Their Target!? | Customer Experience | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

With major retailers focused on customer experience, how did this one promotion derail the entire corporate focus?

 

They certainly lost sight of the customer in this case.


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Bloomingdale's balances selfies with beauty tips in Instagram contest

Bloomingdale's balances selfies with beauty tips in Instagram contest | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Bloomingdales contest is driving the following results:

 

"The #BloomieSelf contest first asked fans to submit selfie shots with an accompanying beauty tip that could be captured in the frame.

As submissions came in, they were arranged on a voting board for fans to vote, which increased the exposure of the campaign. Since entrants had to accrue votes, they presumably shared the contest on their social media pages.

Consequently, as friends of entrants learned about the contest, they may have submitted their own selfie or simply voted.

 

In the process, the brand likely gained insights into consumer preferences. For example if a particular product was emphasized in the contest, the brand could tailor appropriate promotions."

 

As you can see from the above, a campaign needs to drive multiple results, and in this case Bloomingdales is not only engaging their current customers, but enabling further sharing,  while collecting key data on each participant.

 

What are your thoughts on the campaign?

 

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Navigating the new digital divide

Navigating the new digital divide | New Customer - Passenger Experience | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.
Eric_Determined / Eric Silverstein's insight:

Digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015!


Deloitte shares valuable insight in this #infographic


#Mobile influence plays a critical role.


"Consumers usage of smartphones in-store for price checking declines by 30 percent since last year. Consumers are likely advancing in their sophistication - using mobile more often for inspiration and idea generation earlier in their shopping process, and not simply as price comparison vehicle."




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Andria Younger's curator insight, May 15, 2015 9:48 AM

Do you manage customers digital expectation?

Sue Walsh's curator insight, May 17, 2015 7:36 PM

The divide certainly is widening ... however I propose that a new breed of digital entrepreneur (who gets the customer) is appearing ... and they are the ones starting to close the gap!!  

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Consumers want Internet of Everything #IoE!?

Consumers want Internet of Everything #IoE!? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"The fifth annual @CiscoServices retail survey found that most shoppers want #innovations that improve convenience and efficiency, extending beyond #personalization into hyper-relevance.


When asked to identify primary areas for in store #retail improvements, 39% of consumers identified the process of selecting and purchasing goods - for example, having the products they want in stock and an efficient checkout process. By contrast, 13% chose a more #personalized shopping #experience."


What are your thoughts on the above?

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Bharat Employment's curator insight, January 16, 2015 11:50 PM
www.bharatemployment.com
Roberto Nocera's curator insight, January 26, 2015 8:20 AM

Internet of Things is changing shopping behavior #iot #connecteddevices #customerexperience

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How to link Social engagement with real Business results!

How to link Social engagement with real Business results! | New Customer - Passenger Experience | Scoop.it
Your marketing efforts are somehow wasted if you invest lots of time and money in Social Media strategies that aren't linked to the real world. How to be successful with Social Media Strategies? Case study with a few brands.
Eric_Determined / Eric Silverstein's insight:

As you can see on the poster image, @Nordstrom highlights shoes in their stores that have been "pinned" on their @Pinterest page.


Marc Jacobs ran a promotion based on visitors in-store and their #social #media interaction.


While these examples apply to businesses that have store fronts, linking your online and offline strategies help deliver an #Omni-Channel #experience.


Can you share other campaigns and brands you may have experienced?


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Kim Swagemakers's curator insight, October 7, 2014 11:31 AM

a few nice examples to efficiently link your social meida efforts to the real world by literally bringing Foursquare, Facebook, Pinterest, Twitter and the good old QR code into your store.

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@IBM reveals its top 5 innovation predictions for the next 5 years

@IBM reveals its top 5 innovation predictions for the next 5 years | New Customer - Passenger Experience | Scoop.it
IBM's predictions all involve big data and using computing to glean intelligence from vast systems. We discuss them with IBM's research boss.
Eric_Determined / Eric Silverstein's insight:

Ok, the poster image maybe goes a little far, but as you will see below, it is all about enhancing the customer experience through advance in technologies and #data.


In a nutshell, IBM says:


– The classroom will learn you.


– Buying local will beat online.


– Doctors will use your DNA to keep you well.


– A digital guardian will protect you online.


– The city will help you live in it.


Great insight, what are your thoughts?


Any other major trend you'd like to see in the next 5 years?



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Jean-Marc Bellot's curator insight, December 18, 2013 10:11 AM

Des prévisions qui vont à contre-courant du "tout technologique" dans lequel nous semblons nous jeter à corps perdus, dans un acte de "Schadenfreude" collectif que je ne comprends pas.

Hugo Loyola's curator insight, December 18, 2013 11:43 AM

Now, this would be innovation.

Arielle Monnerot-Dumaine's curator insight, January 28, 2014 6:19 AM

A lire absloment pour ne pas nous tromper de combat !

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@Hallmark embarks on a new journey, but understand what their core values are.

@Hallmark embarks on a new journey, but understand what their core values are. | New Customer - Passenger Experience | Scoop.it
A new retail concept and more online options are diversifying revenues for Kansas City-based Hallmark Cards Inc., which continues to cut staff and pare expenses as sales decline in its traditional paper lines.
Eric_Determined / Eric Silverstein's insight:

While Hallmark may have been late to the digital game, they understood the changing landscape and the need to diversify.

 

Their latest venture HMK focuses on the customer experience:

 

"Customization is key in Hallmark’s battle to win “social expression” customers, one by one if need be. And it’s what makes HMK different from Hallmark’s network of 2,600 Gold Crown card shops. The company sees it as a gifts-plus-cards store instead of a cards-plus-gifts store."

 That last statement is key.
Share your thoughts on how you see the latest developments from the company?
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In Amazon and Walmart’s Battle for Dominance, Who Loses Out? - Knowledge@Wharton

In Amazon and Walmart’s Battle for Dominance, Who Loses Out? - Knowledge@Wharton | New Customer - Passenger Experience | Scoop.it
Amazon and Walmart are pulling out all the stops to satisfy consumers’ thirst for instant gratification -- while changing the game for the entire retail field.
Eric_Determined / Eric Silverstein's insight:

There is a lot to learn from the two Giants, especially as @Google is also looking to play a role.

 

Great insight from the team at Wharton:

 

Barbara E. Kahn, director of Wharton’s Jay H. Baker Retailing Center, says that to focus on the Amazon-Walmart turf war is to miss what’s really going on now. “Think bigger — much bigger,” she notes, citing Google Shopping Express, a delivery program launched in limited markets in which the search engine partners with Target, Office Depot, Walgreens and other retailers to give member customers same-day delivery of orders. “Why is Google in this space when their revenue model is built on advertising? Why is their area now delivery?” Kahn asks. “Because Google makes its ad dollars through searches, and if you are shopping on Amazon and you are not searching for that item through Google, then Google is losing the search, and that is where the revenue is. These worlds are blurring.”

 

For the entire sector, Stephens describes what is playing out now as nothing short of epochal. “We are coming off this 50- to 60-year period where if your business had a relatively good product and a decent location, good prices and not a bad marketing program, you could make money,” he notes. “You controlled the path of purchase, and the customer didn’t have an alternative. Clearly we are not in that world anymore. Customers have a wealth of options in their pocket. And I think we are going to continue to see fallout…. With every move of Walmart or Amazon going into a different category, you are going to continue to see damage.”

 

It comes down to #Customer #Experience, making sure you have a clear understanding of your customer journey, and deliver at every touchpoint.

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Reaching the 5 Types of M Shoppers | Beyond Philosophy

Reaching the 5 Types of M Shoppers | Beyond Philosophy | New Customer - Passenger Experience | Scoop.it

In this article, Colin Shaw looks at the 5 types of M Shoppers and the best way you can go about reaching them.

 

Researchers studied over 3,000 consumers in the U.S., UK and Canada to see what mobile technology had changed the way they shop in retail stores. They reviewed data from the group to identify which consumers were the most likely to showroom, who was using the loyalty programs that include things like free shipping, and also to see who was most likely to use vouchers or price matching apps. After looking at all the data, the study showed that there are five specific types of M-Shoppers. Each group has similar traits and behaviors that retailers can use to target them specifically. 


Via Russ Merz, Ph.D.
Eric_Determined / Eric Silverstein's insight:

It's important for businesses to embrace technology:

 

"Mobile Shopping is not as much a threat to retail sales as it is an opportunity to improve them. Not only do retailers have a chance to curb the practice of showrooming (when a customer goes into a store to see a product then buys it later online) but they can also use mobile technology to enhance the in-store #customer #experience with #loyalty and reward programs that will build their long-term relationship with consumers."


It's all about the customer.

 

You will find very interesting stats within the Infographic.

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Russ Merz, Ph.D.'s curator insight, October 23, 2013 8:25 PM

A typology of #Mobile Shoppers based on research from Columbia University. [Infographic]