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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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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Walter Gassenferth's curator insight, October 15, 2016 4:58 AM

Lucid post, presenting interesting trend. For those who speak Portuguese or Spanish and are interested in business management, please visit http://www.quanticaconsultoria.com

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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8 Principles of Customer Value Creation

8 Principles of Customer Value Creation | New Customer - Passenger Experience | Scoop.it
 The 8 Principles of Customer Value Creation To appreciate Customer Value Creation, you must understand the principles of Custome
Eric_Determined / Eric Silverstein's insight:

How many of those 8 principles do you apply to your business today?

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The Power Of Questions

The Power Of Questions | New Customer - Passenger Experience | Scoop.it

We cannot solve our problems with the same thinking we used when we created them. -Albert Einstein

Eric_Determined / Eric Silverstein's insight:

Are you thinking differently and are you doing things differently?

 

Status quo is not an option, you are either the disruptor or will be the disrupted. Which one will you choose?

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Why We All Need Design Thinking

Why We All Need Design Thinking | New Customer - Passenger Experience | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.

Eric_Determined / Eric Silverstein's insight:

By meeting customer needs through creative problem solving, technological possibilities, and consumer-based strategies, it's possible for any company in any industry to excel.

 

Here are key reasons you need to consider Design Thinking:

 

Design Thinkers Are Problem Solvers

Design Thinking Leads To Innovation

Leaders Should Be Design Thinkers

Cross-Functional Training Leads To Design Maturity

 

Are you ready to embrace Design Thinking to stay competitive in today's fast-moving business and consumer driven climate?

 

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AcrobaticDesigns's curator insight, July 26, 2016 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
Lee-ann Dias's curator insight, August 11, 2016 7:47 AM
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What Should Your Business Outcomes Be?

What Should Your Business Outcomes Be? | New Customer - Passenger Experience | Scoop.it

What are your company's desired business outcomes? How did you determine what they would be?

Eric_Determined / Eric Silverstein's insight:

"Examples of business outcomes include: increased retention rates, improved acquisition rates, increased revenue, reduced costs, process improvements or efficiencies, culture change, increased profitability, increased word of mouth, increased conversion, and more upsell and cross-sell opportunities. To Forrester's point, they are or should all be measurable and quantifiable.

 

In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. " The ultimate needle that impacts your entire business!

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50 Ways To Understand The Digital Customer Experience

50 Ways To Understand The Digital Customer Experience | New Customer - Passenger Experience | Scoop.it

To understand the digital customer experience, Cognizant shares 50 insights.

Eric_Determined / Eric Silverstein's insight:

How well are you providing answers to what your customers may ask?

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Trends Over The Next 5 Years | Customer Experience

Trends Over The Next 5 Years | Customer Experience | New Customer - Passenger Experience | Scoop.it

People often ask me where I see business going in the next five, 15, 20 years.

Eric_Determined / Eric Silverstein's insight:

How will you elevate your customer experience to keep pace with these business trends?

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2DiFore Marketing Solutions's curator insight, June 23, 2016 7:43 AM

How will your business change over the next 5 years? Did you know that the average attention span of a human being was 12 seconds, that's right! Begin making changes today to capture your market.

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From Insights to Advantages!

From Insights to Advantages! | New Customer - Passenger Experience | Scoop.it

Steve Jobs understood that how it feels matters just as much as how it works. That single insight drove everything that Apple did, making it the most beloved brand and most valuable company in the world.

Eric_Determined / Eric Silverstein's insight:

"Our best ideas are born from unmet needs. The insights we gather today about what people want and how it could exist are the competitive advantages of tomorrow."

 

Are you listening to your customers? Are you making it easier for them to engage with you? What is your customer effort score?

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5 B2Human Lessons from Apple

5 B2Human Lessons from Apple | New Customer - Passenger Experience | Scoop.it
At Apple the lessons outlined contributed to building a business that delights people around the world.
Eric_Determined / Eric Silverstein's insight:

At the end of the day, it’s not computers or devices you are selling to -- it’s people.

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

Success comes when your company and your team focus on mastering one to two critical things. The lesson here is that it’s better to do a few things well than many things middlingly.

 

2. Customer experience is king.

 

It is much easier to increase the value of an existing customer than it is to find a new one. When you make your customer experience king, you create a happy, loyal user who is more likely to consider expanding their purchase.

 

 3. Excellence in execution.

 

Apple recognized that every consumer touchpoint in the real world and the digital world, needs to be seamless. Every aspect of the sales process and backend operation needs to be 100% on brand and flawless. Anything short of that undermines credibility and trust. 

 

4. Only those things that can scale matter.

 

Your product needs to be built for high adoption. This means your sales and product strategies also need to scale. The challenge here is to balance scale with quality and precision. 

 

5. Build a data-driven team.

 

B2B and B2C customers alike do far more research on their own and are not interested in being sold to. Instead, they prefer to gather information and make decisions independently based on what they’ve learned. Cultivate transparency within your organization, and leverage data to enable honest conversations about progress, user acquisition and retention, what is working and what is not.

 

There are no “secrets” to success in business, focus on delivering the best customer experience.

 

What additional lesson are you applying from your Apple experience?

 

 

 

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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | New Customer - Passenger Experience | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.
Eric_Determined / Eric Silverstein's insight:
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
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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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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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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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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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Your CEO Guide To Customer Experience

Your CEO Guide To Customer Experience | New Customer - Passenger Experience | Scoop.it

Click here to edit the content

Eric_Determined / Eric Silverstein's insight:
"In most companies, there are a handful of critical customer journeys. Understanding them, customer segment by customer segment, helps a business to maintain focus, have a positive impact on customer satisfaction, and begin the process of redesigning functions around customer needs. " - Have you fully mapped your customer journeys, and identified your key customer segments?
 
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The Engagement Paradox - Are we more or less connected?

The Engagement Paradox - Are we more or less connected? | New Customer - Passenger Experience | Scoop.it

Organizations must develop a more holistic and integrated picture of the full tapestry of conversation across today’s digital channels.  Without this, the value of engagement is lost as product and marketing ideas, sales opportunities, and customer service needs go ignored and unaddressed.  It also again leaves critical openings that competitors can use to enter conversations with our stakeholders, and build their own relationships.

Eric_Determined / Eric Silverstein's insight:

The “Engagement Paradox.”  Namely, that the more technologies, devices, sites, apps, and other digital touchpoints we have, the less connected we are - do you agree?

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Leading Change - The What, How & Now

Leading Change - The What, How & Now | New Customer - Passenger Experience | Scoop.it

“Loss is nothing but change and change is nature’s delight.” – Marcus Aurelius.

 

No matter where you look today, it seems as though once mighty organizations are tumbling down on a routine basis.  Think Compaq, Circuit City, Borders, Blockbuster, and more.  No industry is immune.  Be it automakers, microchip producers, ride-sharing providers, or leading retailers, organizations are failing at an accelerated rate.

 

So what’s behind this relentless pattern of disruption and destruction?

Eric_Determined / Eric Silverstein's insight:

How will your business keep up with changes?

John Michel provides 5 key recommendations.

I can't stress enough the importance to communicate early and often across the entire the organization.

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A Key CX Advantage: Convenience! | Customer Experience

A Key CX Advantage: Convenience! | Customer Experience | New Customer - Passenger Experience | Scoop.it

What is one of the most valuable commodities in the world? Time!

Eric_Determined / Eric Silverstein's insight:

How are you making it easier for your customers to do business with you?

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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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Digital Transformation - #1 Customer Journey Map

Digital Transformation - #1 Customer Journey Map | New Customer - Passenger Experience | Scoop.it

"As we have no immediate experience of what other men feel, we can form no idea of the manner in which they are affected, but by conceiving what we ourselves should feel in the like situation." -Adam Smith

Eric_Determined / Eric Silverstein's insight:

According to Altimeter Group, 88% of companies are investing in digital transformation while only 25% can map the digital touch points of their customer's journey.

 

Don't invest in digital technology before you are ready put it to best use.

 

Have you fully prepared for digital transformation?

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Internet Trends 2016

Mary Meeker's Internet Trends 2016 Report

Eric_Determined / Eric Silverstein's insight:

Any trends that surprise you from Mary Meeker's latest report?

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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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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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Humans + Bots = ?

Humans + Bots = ? | New Customer - Passenger Experience | Scoop.it

Pairing new technologies with human assistants will result in tremendous new products which promise to enhance our lives.

Eric_Determined / Eric Silverstein's insight:

"Although messaging is the way users communicate with each other, it’s not how they interact with businesses. That is, until now.

 

Of all the ways humans communicate, texting might be the most direct. Text carries less superfluous information than other ways of sending information. With text, there are no voice intonations to decipher or accents to understand, no facial gestures to interpret, and no body language to translate. Text is something computers can understand and process quickly and it’s why messaging is a great place for humans and A.I. to work together to serve customer needs.

 

Today, there are primarily three solutions when you seek assistance.

 

Either send users through fully automated prompts (like an annoying call routing robot), send them to human helpers, or — the most common and perhaps most burdensome option for the user — ask them to fend for themselves on the company’s website.

 

– An assistant-as-app is an interface designed to enable users to accomplish complex tasks through a natural dialogue with an assistant.

 

– Since they look like chats, conversational interfaces feel familiar (see the California Roll Rule).

 

– Expect to see assistant-as-apps expand throughout consumer and enterprise applications.

 

– An assistant-as-app works best in certain situations:

  1. When a user wants to accomplish a singular goal but has too many options.
  2. When a user does not enjoy browsing through the options.
  3. When data entry is easy but processing and analysis is hard.
  4. When the traditional screen interface is too complicated or small.
  5. When a trusted relationship helps.
  6. When a request does not have to be completed immediately."

 

 

What yet-untapped opportunities do you see for assistant-as-app in the years to come?

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Paul STAELEN's curator insight, April 20, 2016 5:06 PM
Tout le projet Encastore... rdv dans 5 semaines
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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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