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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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What Influences #Social Buying?

What Influences #Social Buying? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Understanding and then supporting customer expectations in an age dominated by social media is the key to long-term commercial success." - Do you agree?


Recommendations and reviews have a massive impact on the purchasing journey.


Make sure you strengthen your customer relationships and capitalize across all touchpoints. 


Mobile social engagement platform - @SNAPCIOUS

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Amos J Cruz's curator insight, March 8, 10:53 PM

Interesting quantitative analysis of factors influencing the consumers' journey to purchase.  I'm particularly interested in the role of traditional real, in-person networks as they translate into a world more defined by a digital presence.

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#Customer #Experience Is Key, in Every Channel and at Every Interaction

#Customer #Experience Is Key, in Every Channel and at Every Interaction | New Customer - Passenger Experience | Scoop.it
Every step in the customer journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget.
Eric_Determined / Eric Silverstein's insight:

"Every step in the #customer #journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging #trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget."


Being able to connect with your customers and delight them every step of the way, that's how you earn their trust and build a strong relationship. 


What percentage of your #marketing budget would you assign to nurturing #advocacy ?

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | New Customer - Passenger Experience | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.
Eric_Determined / Eric Silverstein's insight:

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

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Michael Allenberg's curator insight, October 29, 2014 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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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, 2014 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, 2014 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, 2014 11:11 PM

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

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How to have a Human moment with #Customers!?

How to have a Human moment with #Customers!? | New Customer - Passenger Experience | Scoop.it
While technology alone can’t produce great marketing, great marketing today depends on the strategic use of technology and data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value.
Eric_Determined / Eric Silverstein's insight:

"While #technology alone can’t produce great #marketing, great marketing today depends on the strategic use of technology and #data to uncover even the tiniest customer insight or opportunity to make deeper connections and add value."


Do you agree?


As you identify your customer journey, implement solutions at every touchpoint, learn and adapt, you can then focus on delighting your customers every chance you are given.

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Darcy Bevelacqua's curator insight, December 4, 2014 11:59 AM

Data and customer insight combined with journey mapping help you get insight into the ways you can add value for your customers.

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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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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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Achar Jay's curator insight, October 28, 2014 4:36 AM

I believe this is quite true because words are just there and in most cases organization's do no live by the book. So if anyone is to accept and subsequently use the company's perspective on customer experience a more practical documentation of what has come in relation to should be used. Even videos of such can be demonstrated.Seeing is believing.

I also believe hearing from the customers can bring a better insight into their experience.