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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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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From multichannel to omnichannel

From multichannel to omnichannel | New Customer - Passenger Experience | Scoop.it
Companies are still struggling to integrate the data and processes associated with a multichannel approach. Omnichannel customer experience is about making that a reality.
Eric_Determined / Eric Silverstein's insight:

"Interaction across channels is encouraged and required to drive the optimal #customer #journeys and #experiences. These are not achieved by good intentions; they are achieved by design. To achieve the optimal #omnichannel customer experience, employ customer journey maps and approaches that place the customer in the center of your customer experience design (e.g., design thinking, #VOC programs) or in other words: Have the customer's experience built into each step in the process. Metrics now include the following:

  • Customer repeat purchases
  • Customer retention
  • Customer satisfaction"


As we move toward a mobile first experience, make sure to give your customers a voice on your mobile platform, deliver ongoing engagement along with a rewarding customer experience.

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Darcy Bevelacqua's curator insight, August 25, 2015 1:17 PM

Enhancing the #customer experience requires you employ #customer journey maps  and place the customer at the center of what you design. Enablement requires data integration, customer identity management and understanding #customer needs and objectives at each step in the process. Be sure to continuously collect customer feedback through #VOC and #VOE (voice of employee) data collection to help identify the #pain points. 

Delivering the right #customer experience through the right channel  (mobile, web, call center etc) will assure you are increasing #customer satisfaction, #customer retention and # increased spending. 


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Perception is Nine-Tenths of the Law

Perception is Nine-Tenths of the Law | New Customer - Passenger Experience | Scoop.it
In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that? By turning customer listening into insights into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it. If I were you, I'd focus on the latter. Perception is nine-tenths...

There are limitations, for sure. Is the customer always right? No. But he is the customer, and you must always do right by him.In today's post, I take a look at perception and reality - which one prevails when it comes to customer experience?
Eric_Determined / Eric Silverstein's insight:

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


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Laura Godin's curator insight, March 8, 2016 2:56 PM

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


ismokuhanen's curator insight, March 22, 2016 8:05 PM

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


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Capture #VOC then deliver the right #CustExp!

Capture #VOC then deliver the right #CustExp! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Jodi Beuder clear definition on Voice of Customer:


"A good VoC strat­egy puts a for­mal sys­tem in place to cap­ture, man­age, and act on cus­tomer feed­back to con­struct an organization’s con­cept of what the cus­tomer needs, wants and expects. It then takes this cus­tomer intel to guide man­age­ment into mak­ing intel­li­gent deci­sions that shape strate­gic plans and prod­uct devel­op­ment ini­tia­tives, which will ulti­mately impact the customer."


Follow your customer Journey Map!

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