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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6 Laws of Customer Experience

6 Laws of Customer Experience | New Customer - Passenger Experience | Scoop.it
6 Not-So-Secret Truths about Great Customer Experiences Think of them as the Six Commandments of Customer Servic
Eric_Determined / Eric Silverstein's insight:

6 key drivers Bruce Temkin shared back in 2014 - you can see how those fundamentals still apply today, do you agree?

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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | New Customer - Passenger Experience | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.

Eric_Determined / Eric Silverstein's insight:

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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4 Stages of Customer Engagement

4 Stages of Customer Engagement | New Customer - Passenger Experience | Scoop.it

Are you still following the old rules?

Eric_Determined / Eric Silverstein's insight:

"The kind of long-term customer relationships you want don’t happen because the text on the ‘buy now’ button says the right thing. They are fostered when the customer trusts your brand to be the kind she wants to be aligned with and come back to."

 

How well do you know your customers?

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The Customer Experience in Sales

The Customer Experience in Sales | New Customer - Passenger Experience | Scoop.it

Would YOU Buy From You?

Eric_Determined / Eric Silverstein's insight:

Bain & Company reports that 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree.

 

Put yourself in your customers shoes, would you buy from you?

 

Think differently , re-evaluate your approach to make sure you deliver based on your customer needs, value preposition and expectations. Build and nurture that relationship.

 

As Barbara correctly highlights, Customer experience isn’t the next big thing in sales, it is THE thing. Are you on board?

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Your Why Affects Your What

Your Why Affects Your What | New Customer - Passenger Experience | Scoop.it
In the documentary The Story of Content: Rise of the New Marketing (26:54 mark), River Pools & Spas Co-Owner Marcus Sheridan shares the following about their turnaround from near bankruptcy to becoming the global leader in fiberglass pool education: “Th
Eric_Determined / Eric Silverstein's insight:

"You can’t reach your business goal without first serving the needs of your audience

 

Once we deliver consistent value to our audience, and they begin to know, like and trust us, then we can extract value from that relationship."

 

Check the great Story of Content Documentary included in this Brand Quarterly article. 

 

Are you addressing the Why for your customers?

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ROI of Social Media - #SMMW16 Takeaways

ROI of Social Media - #SMMW16 Takeaways | New Customer - Passenger Experience | Scoop.it

Often as marketers when we think about social media we think about things we can put on a spreadsheet; things like reach, likes, shares, engagement and so on. But, the ROI of social media isn’t always necessarily quantitative.

Eric_Determined / Eric Silverstein's insight:

"A lot of times the ROI of social media is qualitative. Meaning, it’s difficult to measure because what you’re measuring in social media is more about the relationships and connections that you make.

 

The reason people choose to share is usually for one of 3 reasons:

 

  1. It’s self identity. Much like picking the kind of car we drive or the coffee we drink, picking the things we share is a way to self identify ourselves.
  2. Acts of generosity and kindness. We share because we are motivated to do something nice for someone else.
  3. A symbol of love and support. Similar to an act of generosity, we share because we want to show our love and support."

 

Share your experience and other takeaways from #SMMW16? 

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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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Customers want - Always or Delight ?

Customers want - Always or Delight ? | New Customer - Passenger Experience | Scoop.it
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Eric_Determined / Eric Silverstein's insight:

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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BSN's curator insight, April 1, 2016 7:30 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

 

 

JunoPark's curator insight, April 2, 2016 11:27 PM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

Konstantinos Kalemis's curator insight, April 4, 2016 6:53 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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Get Personal, It's Business!

Get Personal, It's Business! | New Customer - Passenger Experience | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with
Eric_Determined / Eric Silverstein's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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ismokuhanen's curator insight, March 22, 2016 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Michael Allenberg's curator insight, March 26, 2016 3:37 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 2016 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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Why Customer Gratitude Trumps Loyalty

Why Customer Gratitude Trumps Loyalty | New Customer - Passenger Experience | Scoop.it
Emotions come first, behavior comes second.
Eric_Determined / Eric Silverstein's insight:

"What can marketers do with their loyalty programs to earn greater trust, commitment and advocacy?

 

1. Loyalty needs to be reciprocal.

2. Loyalty is about emotion first, behavior second. 

3. Go for gratitude and loyalty will follow.

 

By definition, gratitude is “a readiness to show appreciation for and to return kindness.”  Note that gratitude is inherently reciprocal. It also combines both emotion and behavior. There is a feeling of appreciation and an expression of that appreciation through some kind of action.   Gratitude therefore can serve as the basis of a relationship beyond the transaction.

 

The strategy for generating sustained gratitude is to discover and foster a shared purpose with your customers, and to help them share that purpose with others.  Shared purpose is not something you do for your customer, but rather with your customer."

 

Do you agree that by cultivating gratitude loyalty will naturally follow?


Great insight @MarkBonchek @HarvardBiz

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Why You Should Focus On Trust, Not Traffic

Why You Should Focus On Trust, Not Traffic | New Customer - Passenger Experience | Scoop.it
In this post, Mark Schaefer challenges you to look at your content marketing with a different mindset and build trust instead of traffic.
Eric_Determined / Eric Silverstein's insight:

"The power on the web does not come from content alone or traffic. It comes from social transmission. Your investment in content development does nothing for your business if it’s not seen and shared. Content that doesn’t move has the same economic value as the world’s greatest movie script locked in a cold, dark vault."

 

Emotional ties to content and brands that fuel that transmission are ultimately created by trust – do you agree?

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charlotte's curator insight, November 13, 2015 7:59 AM

ajouter votre perspicacité ...

Stavros Papagianneas's curator insight, November 13, 2015 10:13 AM

Absolutely !

Harmony Com's curator insight, November 20, 2015 6:01 AM

Tout à fait d'accord !

Sans confiance, pas d'achat : simple.

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Customers for life

Customers for life | New Customer - Passenger Experience | Scoop.it
Do you ever stop and think about why it’s so hard to get really great customer service?
Eric_Determined / Eric Silverstein's insight:


Analyze vs Engage


"Marketing teams need to harness actionable insights from the multiple data channels available to them to create engaging and relevant conversations with customers.


The more personalised the experience, the happier the customer.


The happy customer isn’t just a customer who wishes to purchase more, they are a customer that is retained, upsold to and – perhaps most importantly – a customer who becomes an advocate for your brand.


Every customer is on their own unique journey. Motivations to try, buy or stay loyal change depending on the individual making the choice.


But marketers can ‘own’ that moment by using technology to harvest and interpret data and create contextualised campaigns that are triggered by customer behaviour, not by their best guess.


Marketers need to gain a single view of their customers that will enable them to deliver even more personalized marketing interactions that increase brand engagement and sales.


They need to interpret big data to automatically personalize and contextualize marketing communication that will help their brands to engage and build relationships with their customers."


The relevant commentary above cam from Kym Reynolds "Why personalisation is the key to gaining customer loyalty"


Do you know:


- When is the best time to connect with your customer?

- What information/offer is relevant?

- How best to deliver, across which channel or touchpoint?


Building relationships with your customers starts with trust. Without trust, the customer relationship is driven by short term needs and is limited in scope and potential. 


Are you currently leveraging the right analytics and level of engagement?

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SMBCONNECT's curator insight, October 27, 2015 12:32 AM

 

 

small and medium sized enterprises in india to make your business better.

 

http://smbconnect.in/

SMBCONNECT's curator insight, October 27, 2015 12:34 AM

SMBConnect is an unique and an innovative concept which connects all theSMB’s across the nation along with the entrepreneurs. The 3 golden words which we solely follow are-Growth, Knowledge and Connect. 

 

 

http://smbconnect.in/

Juhana Peltomaa's curator insight, October 27, 2015 3:19 AM

Customer service is a huge part of your brand. Focus on it. #BrandStory

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It's About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

It's About the Customer Experience; So, Why Is Your Brand Ignoring Customers? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:


"Humans are emotional creatures and they want experiences that engage them as humans."


5 Takeaways to Make Customer Experience a Competitive Advantage

1. Find your “Undercover Boss” moment

Walking in your customers shoes & empathy are key to creating rewarding customer experiences

2. Innovation isn’t about technology, it’s about disruption

To create experiences that matter to your customers, first think about what the experience should be and then use technology to bring it to life.

3. The new “Kodak moment” is a cautionary tale

All companies need to embrace change, both in customer behaviors and expectations and in how you think about your business.

4. Swipe right to connect with millennials

You need to create an experience that is intuitive, valuable and fun for your audience. This generation will provide a constant stream of feedback via social media – you just have to be willing to listen.

5. Love = value creation = shareholder value

 Foster your customer’s love by delivering excellent customer experiences throughout their journey and across channels. Brand lovers are crucial to a successful company and a healthy bottom line.


How are you empowering your customers to become your brand voice, especially via mobile?

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Brandanew's curator insight, August 12, 2015 3:56 AM

Far too many firms are doing just this!

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Trust - The New Brand 

Trust - The New Brand  | New Customer - Passenger Experience | Scoop.it

We are in the midst of a trust revolution. By our count, 50% of consumers are willing to pay a premium to transact with companies they trust. The reverse is equally true: About the same percentage (57%) will stop doing business with a company they believe has broken their trust by using personal data irresponsibly, and over a third (37%) said they would take legal action against the company. Considering the trillions of dollars at risk, we now see ethical behavior as the new theater for commercial competition.

Eric_Determined / Eric Silverstein's insight:

"Companies must shift from a data-collection mindset to a consumer-oriented, value-first approach."

 

Trust is the foundation to building loyalty, which then becomes the foundation to earning advocacy - your highest ROI!

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How Emotions Impact The Customer Experience

How Emotions Impact The Customer Experience | New Customer - Passenger Experience | Scoop.it

Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.

Eric_Determined / Eric Silverstein's insight:

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

 

  1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
  2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
  3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.

 

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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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How to Improve Listening Skills for Customer Growth

How to Improve Listening Skills for Customer Growth | New Customer - Passenger Experience | Scoop.it
Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area Empathy, or your ability to
Eric_Determined / Eric Silverstein's insight:

4 key elements:

 

1) Authority, or your knowledge and expertise in an area

 

2) Empathy, or your ability to connect with others

 

3) Collegiality, or your tendency to collaborate and stay transparent

 

4) Education, or your background and ‘vetting’

 

By improving listening skills you impact 2 key customer experience concepts:

 

  • One-Company Leadership, where there’s alignment and smashed silos and executives are listening to each other and listening to customers

 

  • Alignment Around Experience, where customer experience is viewed as a driving force of financial growth

 

How well is your organization facilitating communication with its customers and employees, in order to better listen, validate and implement the needed changes for future growth?

 

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Digital Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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The Importance Of Happy Endings :)

The Importance Of Happy Endings :) | New Customer - Passenger Experience | Scoop.it
Customers don't rate the quality of their overall experience by what happens moment to moment, they judge it by what happened at its peak and at the end.
Eric_Determined / Eric Silverstein's insight:

"As Business leaders and marketers we need to pay attention to the peak-end rule.

 

How you say goodbye is just, if not more important, as how you said hello."

 

I am sure we can all share stories where the experience was great then...

 

Willing to share your most recent experience?

 

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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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Why Relationships?

Why Relationships? | New Customer - Passenger Experience | Scoop.it
The Chief Relationship Officer is more than a touchy-feely, warm and fuzzy job title. The role is often business development, positioned between marketing, sales, and customer success. The role
Eric_Determined / Eric Silverstein's insight:
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

  • raise awareness of your business (relationship marketing)
  • deliver more opportunities or efficiencies (strategic partnerships)
  • create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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Sebastián Muñoz's curator insight, March 19, 2016 5:57 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Konstantinos Kalemis's curator insight, March 21, 2016 5:34 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

ismokuhanen's curator insight, March 22, 2016 7:55 PM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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Customer Attention Is the Ultimate Commodity

Customer Attention Is the Ultimate Commodity | New Customer - Passenger Experience | Scoop.it
Here are three lessons from INBOUND on innovative ways to boost consumer attention with better content marketing.
Eric_Determined / Eric Silverstein's insight:

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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ismokuhanen's curator insight, March 22, 2016 8:15 PM

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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Is Your Brand Experience Personal?

Is Your Brand Experience Personal? | New Customer - Passenger Experience | Scoop.it
How can we lead if we are looking down?  We cannot.  Leaders must look up.  Leading individuals and organizations who look up and ahead almost always have a strong brand.  So, let us focus on the word brand and how ...
Eric_Determined / Eric Silverstein's insight:

"A brand can be defined as the sum total of key ideas, emotions, and perceptions that are communicated to your audience and associated with you or your organization’s work. 


Ryan developed a newly revised BRAND acronym:


Baseline of our Reputation - Attributes - Name - Distinctiveness


Baseline is a “starting point” used for comparison.  Reputation is all you or your organization stands for; Attributes are the characteristics others use when describing you; your name suggests something (good, bad, or indifferent) when a person hears it; and your Distinctiveness answers the question, “So what?  Why you?  What makes you different or unique?”


To that end, successful individuals and organizations work hard to develop their brands through effective communications.  Always remember that building a strong, recognizable, and reliable brand takes time, effort, and commitment.  It requires a deliberate, purposeful, and intentional leadership strategy.


Such consistency in strategic branding pays off with brand loyalty – one of the most valuable assets any person or organization can have.


Moreover, develop a PACT mindset (P = Passion; A = Authenticity; C = Creativity; T = Trust) as it pertains to your brand. 


So the question is not whether we have a brand or not, because all individuals and organizations have a brand.  Instead, the question is, what do we do with our brand?  A person buys from another when he or she feels authentic passion fueled with creativity that is built on trust. Any strong brand is built on mutual trust. "


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Social Recommendations - Infographic

Social Recommendations - Infographic | New Customer - Passenger Experience | Scoop.it
Social is a great way to raise brand awareness while customer reviews are helpful during the research stage of the customer journey.
Eric_Determined / Eric Silverstein's insight:

Telling Stats!


"83 % of survey respondents heard about a brand or product on social media before they heard about it from any other source.

 

During the research phase, respondents most sought out friends and family recommendations. After that, 55 % sought reviews, 46 % sought professional recommendations and 35 % sought blogger recommendations. Only 26 % looked for feature advertisements.


Perhaps the most important question then, is how to motivate users into sharing reviews?


Good customer service is the most impactful, with 87 % of survey respondents listing that as a primary motivation for leaving a review. 72 % post after receiving a free product, 57 % post when they have a coupon or discount to share, and 49 % share when they receive a special offer. Beware of bad customer service: 60 % post reviews in the event of a negative experience."


Don't forget, reviews and recommendations weigh differently throughout the path to purchase.


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How to Create Customer Trust

How to Create Customer Trust | New Customer - Passenger Experience | Scoop.it
The trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.
Eric_Determined / Eric Silverstein's insight:

So, how do you know when your customers trust you?


Aside from repeat business, referrals and accolades, there is one word that you are looking for them to use as they describe you.


That word is always.


They are always so nice. They always take care of me. I can always count on them. And, when there is a mistake or a problem, they always fix it.


Shep Hyken shares 5 key steps:


  1. Be respectful.


  1. Be predictable.


  1. Create consistency.


  1. Eliminate friction.


  1. Don’t fail. Okay, this is not reality. This is actually a goal :)


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Ivan Ang's curator insight, September 22, 2015 6:38 PM

Trust is the foundation of any ongoing relationship, both personal and professional. How do you build trust with people?