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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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What is #customer #experience and how do you measure it?

What is #customer #experience and how do you measure it? | New Customer - Passenger Experience | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.
Eric_Determined / Eric Silverstein's insight:

"In measuring #customer #experience, you’re no longer just measuring the impact of key touchpoints in the #journey, you're measuring the actual #relationship between your company and the customer, and this can indeed be an entirely emotion based connection."


Do you agree with the above?

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What If Your #Customer Service Is Bad On Purpose!?

What If Your #Customer Service Is Bad On Purpose!? | New Customer - Passenger Experience | Scoop.it
When even Walmart and Ryanair say they care about customer service, we need to be consulting the company's actions, not its words, for the real story on its customer experience.
Eric_Determined / Eric Silverstein's insight:

Micah highlights key examples - while no companies try to purposely deliver a poor customer experience, you can quickly see how not delivering at every level will not deliver a positive experience.


It does require a thorough approach.


Share your latest experience with your favorite brand, and what makes them standout. Or share a recent poor experience?

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The Ever-Changing #Customer #Journey

The Ever-Changing #Customer #Journey | New Customer - Passenger Experience | Scoop.it
It wasn t that long ago that when companies talked about the customer journey...
Eric_Determined / Eric Silverstein's insight:

Companies / Brands need to continuously evolve, as the consumer expectations do too.

 

You need to offer the right experience through different touch points since the #customer journey is no longer linear as shown on the sample image.

 

Engage and understand what your customers are looking for, then make sure everyone within the organization are on board and work together in delivering the best #experience. 

 

Share your latest experience where a #brand is delivering across all touch points or is stronger in one area but lacking in another?

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Paulo Duarte's curator insight, July 30, 3:58 PM

Customr Journey

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"Losers have goals. Winners have systems."

"Losers have goals. Winners have systems." | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

This is a fabulous quote from @DailyDilbert:


"Losers have goals. Winners have systems."
 
Great examples provided to give you a better understanding of your journey mapping via every touch point, in order to deliver a positive #Customer #Experience.
Share your thoughts on some of the examples provided.
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celeste howe's curator insight, April 5, 10:04 AM

The secrete is making the buying decision as easy as possible for your customers. The magic is in the process...

Gloria Inostroza's curator insight, April 5, 11:11 PM

¡Muy buen consejo para ser un/a ganador/a!