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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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25 Trends That Will Create Disruption & Opportunity

25 Trends That Will Create Disruption & Opportunity | New Customer - Passenger Experience | Scoop.it
No matter what industry you’re in, your company can’t survive without technology. From smart phones and tablets to mobile apps and cloud-based technology, there’s a plethora of technological advancements not only to keep track of, but also to profit from. To stay competitive, your organization needs to anticipate the most significant technology trends that are shaping your business and changing your customer, and then develop innovative ways to use them to your advantage, both inside and outside
Eric_Determined / Eric Silverstein's insight:

"Ask yourself if you should be the disruptor rather than the disrupted"


Which of the 25 areas raised will generate the greatest opportunity for your business?


On the Marketing side: Gamification, Socialization & Personalization


Share your thoughts.

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#Customer #Experience: Art or Science?

#Customer #Experience: Art or Science? | New Customer - Passenger Experience | Scoop.it
Do you think there’s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that “art is reason applied without limits, geared towards an ideal and guided by the practical,” while “science is reason applied within a framework, geared towards the practical and …
Eric_Determined / Eric Silverstein's insight:

Annette shares detail insight into the skill set required to deliver a consistent and rewarding #customer #experience.


I can attest to it after successfully running the U.S. operation of a global group for 11 years,  It is about hard and soft skills.


Does your company enable and recognize both?

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3 ways to WOW your #customers!

3 ways to WOW your #customers! | New Customer - Passenger Experience | Scoop.it
Are you driving your customers crazy with a clunky customer experience and antiquated approach to customer service? Here are three ways to combat this, ideas I suggest as a customer experience and customer service consultant to my clients when they sense growing frustration levels among their customers. (Time is not on [...]
Eric_Determined / Eric Silverstein's insight:

3 Key deliverables:


1) Make it EASY for your customers

2) Personalization

3) "Get to them first"


On this last item, share a recent experience where they got to you first and that really impressed you?


Insight @micahsolomon @Forbes

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The ServiceMag's curator insight, October 14, 2014 4:34 AM

There's another way of describing this without using 'stupid' and it's simply about studying demand, realising purpose from a customer's perspective and designing activities around them.

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | New Customer - Passenger Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.
Eric_Determined / Eric Silverstein's insight:

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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