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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
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The Absolutely Ideal #Customer #Experience is NO Customer Experience!?

The Absolutely Ideal #Customer #Experience is NO Customer Experience!? | New Customer - Passenger Experience | Scoop.it
Companies all over the world are scrambling to try to improve their “customer experience.” Executives appoint Customer Experience Managers, they share their findings at customer experience...
Eric_Determined / Eric Silverstein's insight:

Don took a bold stand and is absolutely right when he states: "Good customer experiences generate less friction, and the best customer experiences are frictionless."


But as you read the comments at the end of the article, you start to understand the misconception of the true role and focus of a customer centric business.


Joanne Filancia, who just finished her master’s degree in International Business Communications from Copenhagen Business School puts it best:


"It's about offering a seamless experience!


This can only be achieved if the organization consistently meets the customer at eye level, provides experiences that are coherent with the product or brand, in a pleasant environment and with the assistance of polite and knowledgeable personnel who understand the level of engagement the customer requires. Furthermore, organizations that actively work to improve their customer experiences are those that have moved away from the idea that they are doing customers a favor by providing goods and services, to appreciating the fact that it is the customer who is providing them with the resources to stay in business. Enhancing customer experiences is simply a way of demonstrating respect for the customer and appreciation for their patronage, and with today’s demanding and discriminating consumers, businesses cannot afford to ignore the way they provide and manage them."


It's about recognizing the engagement level your customer would expect , and that without your customer's business you would have NO business!


I value the level of engagement this article created, share your thoughts, especially after reading some of the additional comments.

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Jean-Marc Bellot's curator insight, December 21, 2013 10:31 PM

Excellent article. Even though there may remain some confusion between the notion of "customer experience" and the one of "buying experience".

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Future of in-flight entertainment is personal and social

Future of in-flight entertainment is personal and social | New Customer - Passenger Experience | Scoop.it
In recent weeks, both the FAA and EASA have come out with guidelines which will potentially change in-flight entertainment for all time.
Eric_Determined / Eric Silverstein's insight:

Abhishek provides a thorough review of where the industry stands today, share your views on which option you prefer?

 

"Airlines have two directions to evolve into – one which only wants to be an origin to destination (airport-to-airport) basic transportation service and the other which wants to become a home-to-home travel partner

 

From footfalls to eyeballs and Facebook walls to share-it-all, the world of content consumption and entertainment has undergone multiple evolution. Two things which remain constant – I want the entertainment that I like (personalisation) and I want to use entertainment that helps me connect (social sharing) with spouse, friends, colleagues and family"

 

I think we can all agree that this model should not only apply to airlines but to all travel suppliers looking to offer a unique experience for their customers throughout their journey.

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Is @Uber the next @Amazon?

Is @Uber the next @Amazon? | New Customer - Passenger Experience | Scoop.it
Inside the company's grand plan for global domination.
Eric_Determined / Eric Silverstein's insight:

Uber is offering a valuable service that makes it easy to get what you want, therefore are leveraging their #customer #experience to spread the word.


But now Kevin highlights other assets they will leverage to expand further and disrupt other businesses:


"There's a reason the company recently changed its tagline from "Everyone's private driver" to the much broader "Where lifestyle meets logistics."

 

The result of Uber's efforts, in other words, could be the creation of a techno-metropolis, in which people and goods are ferreted around seamlessly and, perhaps, automatically. It would be like something out of a sci-fi movie. And Uber would be standing at the center of it all, collecting a cut of every transaction."


How do you see Uber's future?



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