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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 - mobile social engagement
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#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC

#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC | New Customer - Passenger Experience |
Science Behind Trust and Recommendations on Social Media
Eric_Determined / Eric Silverstein's insight:

How are you inspiring customers to recommend your #brand on their personal #social #media channels?

Key takeaways from SocialMediaLink study:

1) Keep it simple - Positive stories from personal friends spark purchase

2) Facebook remains critical

3) Develop #advocate strategies around each purchase stage

@SNAPCIOUS we developed a clever #mobile social #engagement solution for brands to engage in a visual conversation with their customer #community.

By making it fun, easy and #rewarding, customers can social share across multiple social networks all directly within a brand's existing mobile environment. Please reach out if you want a live demo.

Amelie Hyams's curator insight, March 20, 9:47 AM

This infographic spells out the most useful points to know. Brand trust comes from different sources - as the user seeks it.

Maurice Couture's curator insight, March 20, 11:33 AM
Les médias sociaux jouent de plus en plus un rôle déterminant dans le processus de décision du consommateur et certains se positionnent davantage à l'étape de l'exploration / de la recherche d'information et d'autres à l'étape post-achat. Un méga "bouche à oreille" virtuel qui est devenu incontournable pour les destinations et les entreprises.
Richard D. Hawley's curator insight, March 27, 10:56 AM

Infographics grab your attention!

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#Relationship #Marketing: The Next Frontier!

#Relationship #Marketing: The Next Frontier! | New Customer - Passenger Experience |
Consumer touchpoints have increased, power has shifted to the buyer, and brands must continually think of new and innovative ways to address these changes.
Eric_Determined / Eric Silverstein's insight:

Michael @Kia says it well: "You can’t dictate how your brand is perceived, but you can create experiences that influence consumers’ feelings. Strong relationships drive business, but cannot be manufactured or manipulated.."

Is your brand focused on delivering the best #customer #experience,  and nurture that #relationship?

As we live in a true #omnichannel world, we shouldn’t see the increase of #touchpoints as a problem to solve, but as an increased opportunity to connect with consumers. 

Bharat Employment's curator insight, January 29, 1:12 AM

John Norman's curator insight, January 30, 5:00 PM

I keep hearing the phase "People first buy into relationships before they buy products" (or words to that effect) and this is so very true when it comes to network marketing. Therefore to establish credibility as a leader you need to master the art of relationship management. While there is nothing terribly new about that (ask any politician) it has become a necessary skill for many in the age of globalised digital connectivity.

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#Social #Media & #Mobile #Marketing: A Marriage Made in Heaven

#Social #Media & #Mobile #Marketing: A Marriage Made in Heaven | New Customer - Passenger Experience |
According to statistics recently published by eWeek, social media and mobile marketing currently go hand-in-hand. A study conducted by Millward Brown Digital found that 34 percent of shoppers used the
Eric_Determined / Eric Silverstein's insight:

"Clearly, #mobile #marketing is no longer simply the future but is now very much present."

As you build trust with your customers, you need to nurture that relationship through positive mobile engagement. How are you delivering ongoing engagement?

Elizabeth Dickey's curator insight, November 23, 2014 5:04 PM

This article discusses how social media and mobile marketing currently go hand-in-hand. The article points out that one of the biggest challenges that many mobile marketers face is understanding how consumers utilize social media on their mobile devices.  Marketers should learn how to develop special campaigns in order to tap into the power of social media through mobile marketing. In terms of mobile marketing, consumers are looking for bite-sized chunks of info that they can consume quickly. The article explains the importance for companies to invest in a mobile optimized website. The implementation of a mobile design is the best way to ensure that all consumers will be able to enjoy a user-friendly experience.

I agree with this because I have used my phone to look up a restaurant menu in order to make a carry out order. The menu would not appear correctly on my phone, so I just looked up another restaurant to order from since I did not have access to an actual computer. That restaurant lost my business because the site was not compatible with my mobile device.

The article says that one of the most important steps towards effective social media marketing in the mobile domain is permission because relationships with customers are still built on trust. In order to reach consumers via social media in their mobile devices, it is important to ask permission. I agree with this because obtaining the consent customers is vital to establishing trust. As a smartphone user, I am aware of how accessible my information is. It would be positive for a company to first ask my permission.

Stephen Daniels's curator insight, November 24, 2014 10:12 AM

This article, Social Media and Mobile Marketing: A Marriage Made in Heaven, is about the importance of mobile marketing in a world where consumers are increasingly using their mobile devices as they shop to make decisions. This is huge in the way of mobile marketing, creating opportunities for bands to interact and influence customers as they shop. This brings about the importance of having a site that is easy to navigate while shopping. This technique of using mobile technology can also help in distinguishing your brand from the competition by keeping up with what they are doing on social media and their mobile site. This has become increasingly important because of how fast social media and mobile marketing are evolving. By staying informed on your competition, you can better create unique messages that will stand out. This helps attract and retain customers by keeping them engaged with new content.

David Sousa's curator insight, November 24, 2014 7:50 PM

It is apparent that social media and mobile marketing are a combined package these days. According to the article, a study showed that 34 percent of shoppers used their mobile devices while in stores to perform their shopping related activities. Another stat showed that 23 percent of shoppers used a social network on their mobile phone while they were in the store. Lastly, approximately 75 percent of consumers that are between 18 and 44 use a social network daily so the challenge marketer’s face is figuring out how consumers utilize social media on their mobile devices. The report also revealed that consumers who are using their social media accounts while in the store are doing so to view feedback about certain products and brands. I found that to be interesting because when I am in a store looking for a certain product or brand, I am not paying attention to my phone, I am paying attention to my search within the store. I am not a huge fan of shopping so when I go, I look to get what I came for and get out as soon as possible. My shopping time is not spent on my phone searching for things or feedback. However, it does not surprise me that nearly half of these consumers are doing so, according to the article. These days, everyone is on their phones. Whether it is sitting in class, in bed, during a sporting event, etc. To me, it’s a little obnoxious how much people are using their phones these days.  

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#Trust is a precursor to #Loyalty & #Engagement

#Trust is a precursor to #Loyalty & #Engagement | New Customer - Passenger Experience |
Many of us write about a trust culture, but what about a culture of distrust? What does that look like? In today's post, I explain.
Eric_Determined / Eric Silverstein's insight:

#Trust is a precursor to #loyalty and #engagement. Without trust, there can be no engagement!

Share your thoughts on the list of culture of distrust.

4twenty2's curator insight, May 16, 2014 4:37 AM

The bottom line is Trust can make or break a business.  It feeds down through the employees, customers and finally stops at your bottom line.  Cultivating an environment of trust at work is a "must do" for all business, large and small.

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2014 TRUSTe US Consumer Confidence Index

2014 TRUSTe US Consumer Confidence Index | New Customer - Passenger Experience |
This infographic summarizes results of a survey conducted on consumer confidence and it's impact on businesses in US. 2013
Eric_Determined / Eric Silverstein's insight:

It's critical to take those numbers into consideration as you evaluate your Ecommerce and Mcommerce strategies.

Engage your customers and build the relationship so that you can earn their #trust.

Share your thoughts on the #Infographic details?

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An FBI Agent Reveals 5 Steps To Gaining Anyone's #Trust

An FBI Agent Reveals 5 Steps To Gaining Anyone's #Trust | New Customer - Passenger Experience |
FBI agent Robin Dreeke combines science and years of work in the field to offer practical tips to build rapport and establish trust.
Eric_Determined / Eric Silverstein's insight:

The 5 key insights to buildling the right relationship / trust: 

1) Learn… about their priorities, goals, and objectives.
2) Place… theirs ahead of yours
3) Allow them to talk…. suspend your own need to talk.
4) Seek their thoughts and opinions.
5) Ego suspension!!! Validate them unconditionally and non-judgmentally for who they are as a human being.

Technology is enabling more effective ways to engage with customers. Where do you typically see companies struggling in delivering across these 5 steps?

Martine Coutu's curator insight, January 21, 2014 8:51 AM

Les 5 trucs:

1. Connaitre... leurs priorités, objectifs et buts.

2. Mettre... leurs priorités, objectifs et buts à l'avant scène

3.    ....


Qui connait la nouvelle série télévisée: The Blacklist?. Cette série applique très bien ces astuces. Je vous invite à lire cette chronique.

Clarice Bagrichevsky's curator insight, January 21, 2014 8:54 AM

Hummmmm !

Arielle Monnerot-Dumaine's curator insight, January 21, 2014 12:20 PM

A méditer d'urgence pour faire la confiance de ses clients (BtoC et..... BtoB)

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Fifty Shades of #Branding

From building brand authority to dominating the market, what does it take to manage your brand in today’s modern world? In this safe-for-work eBook, find best …
Eric_Determined / Eric Silverstein's insight:

• 65% of audiences are visual learners. —Mind Tools


• 92% of consumers trust brand advocates. —Nielsen

Share your favorite stat.

Now the other question is whether you went to see the movie....

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2015 @Edelman #Trust Barometer - Global Results

The 2015 Edelman Trust Barometer is the firm’s 15th annual trust and credibility survey. The survey was powered by research firm Edelman Berland and consisted …
Eric_Determined / Eric Silverstein's insight:

#Trust : belief that someone or something is reliable, good, honest, effective, etc.

As you will see from slide #12, the most trusted source for #content remains your peers, friends and relatives.

How is your #brand engaging with your audience? By earning their trust, and leveraging their #social reach across their friends and relatives, imagine the opportunities to strengthen your business. 

I would argue that without Trust, you can't run a successful business. Do you agree?

This applies to #customers, employees, vendors, etc...


Bharat Employment's curator insight, January 26, 11:31 PM
Arielle Monnerot-Dumaine's curator insight, January 27, 3:40 AM

Pour des résultats pour la crédibilité des messages de recommandation, go directly page 12

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#Customer Service or Lip Service?

#Customer Service or Lip Service? | New Customer - Passenger Experience |
In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?
Eric_Determined / Eric Silverstein's insight:

Which statement do you like best?


For me the below addresses both the customer and the business perfectly:


"Our Customers are people who bring their wants. It is our job to handle them profitably - to them and to ourselves."


Annette's experience not only was positive, now they earned her trust and loyalty. Let's try to get the name of this establishment, then Annette becomes an Advocate :)

No comment yet.
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The Path to Building Online Trust

The Path to Building Online Trust | New Customer - Passenger Experience |
This infographic outlines the 8 components required to build trust online.
Eric_Determined / Eric Silverstein's insight:

While Mark originally designed this #infographic back in 2011, the same principles still apply!

Would you add anything?

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How to find & activate your #Advocates?

How to find & activate your #Advocates? | New Customer - Passenger Experience |
EngageSciences’ report that only 4.7% of a brand’s fans generate all of its social media referrals forces marketers to deal with a harsh reality: As much a
Eric_Determined / Eric Silverstein's insight:

92 % of consumers say they trust earned media (recommendations from friends and family), but today brands are struggling in finding their true brand advocates.

@DonPeppers adds comments, while Doug and Terry actually have a trademark on a Buzz Barometer!?

Interested to learn more on this one, wouldn't you?

Share your thoughts on the best way to define your Advocates?

No comment yet.
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Rules of Customer Engagement - TRUST!

Rules of Customer Engagement - TRUST! | New Customer - Passenger Experience |
As I mentioned above, 90 percent of buyers trust a network referral.  Leaving us as businesses to ask, who represents the network and how do I gain the support of those influencers to evangelize my business.
Eric_Determined / Eric Silverstein's insight:

Daniel shares a telling stat: "Even though 98 percent of business owners say that word of mouth is their lead driver of new business, only 3 percent of businesses have a strategy to capitalize on this!?"

What CX strategy, social media tools, or content marketing campaigns would you suggest to capitalize on existing customers?

Debra Walker's curator insight, January 13, 2014 3:02 PM

Excellent article with "simple" common sense thoughts on connecting with customers.  Thank you. 

Local Search HQ's comment, January 14, 2014 7:04 AM
Thanks alot for this excellent blog. Very useful points shared.
Eric_Determined / Eric Silverstein's comment, January 14, 2014 11:43 AM
Hi Local Search HQ, thanks for your positive comment. Cheers, Eric