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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7 Common Marketing Mistakes To Avoid!

7 Common Marketing Mistakes To Avoid! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - If you decide to fix even one of the following mistakes, you will see better results for you and your business.
Eric_Determined / Eric Silverstein's insight:

Want to delight your customers and see results for your business; 7 recommendations - @SubirKumedan


  1. Look beyond your direct competitors.
  2. Start with customer motivations, not design.
  3. Practice user-centered design, not designer-centered design.
  4. Create and solve for specific customer segments, not a vague or broad audience.
  5. Prioritize your outcomes in order of customer and business value.
  6. Ensure that you are answering the WIIFM question.
  7. Test before launching to understand the why.


1. By looking outside the vertical, you also understand how your customers are viewing you in context of other choices in their lives. They compare you to Amazon, Airbnb, Spotify, or the like—the "places" where they spend 80% of their time.


2. Before starting design, create customer profiles to...

- Understand your customers' motivations

- Map their consideration and purchase journey

- Choose the appropriate design templates

- Write more focused content that addresses their fears and desires



3. A customer profile is critical for three key reasons:

- You can visualize your customer better (important for empathy)

- It is more directional for copy, imagery, tone of voice, and calls to action

- It helps prioritize messaging—what benefits or features to prioritize

 

In short, design with your most important customer in mind.


4.Design by community is usually the kiss of death for great customer experience.

 

Solution:

Good: Have a checklist of customer needs and pain-points your brand has to deliver on to achieve business results.

Better: Have a persuasive user experience practitioner who knows how to balance business and customer needs and—more important—knows how to persuade and convince people who have different motivations and goals.

Best: Conduct qualitative (one-on-one) customer research, then share the findings with customer quotes (and video, if possible) to persuade at an emotional level.



5. Your first-time visitors are likely to take ONE action, if they take any at all. So think carefully about the top two or three actions you want a visitor to take, then design the experience around those.

Solution:

- Limit consumer desired actions to 2-3, no more than 5.

- Prioritize those actions based on customer need first, then business goals.

- Convey their importance to the user by creating an appropriate visual hierarchy.



6. Watch out for not delivering enough or any value in return for a desirable user action.

That "once bitten, twice shy" rule is widely prevalent online.

Solution:

- Review your CTAs that lead to high-value (or gated) content.

- Set expectations where possible (e.g., gated-content landing page).

- Deliver a lot of value at the destination page/screen.


7. Common mistakes such as designer-centered design, usability, and messaging can be easily corrected by qualitative user testing.

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2014 TRUSTe US Consumer Confidence Index

2014 TRUSTe US Consumer Confidence Index | New Customer - Passenger Experience | Scoop.it
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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20 #Customer #Service Tips

20 #Customer #Service Tips | New Customer - Passenger Experience | Scoop.it
Here's a bonanza of tips for improving the customer service and customer experience in your organization today and over the weeks to come. 1. First impressions matter. Walk up to, and into, your establishment with the eye of a customer. A customer perception is his reality, and a first impression is [...]
Eric_Determined / Eric Silverstein's insight:

Looking back at #NCSW14, here are 20 great tips!


Who do you think offers "Free #Customer #Service Consulting"?


You will get your best answers from them!


Share which one did you find most valuable?

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Laura Armbruster's curator insight, October 15, 2014 9:48 AM

#6 is my pet peeve (when there isn't one) and #17 is my favorite - so important!

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@CocaCola Journey - #customers are thirsty for more!

@CocaCola Journey  - #customers are thirsty for more! | New Customer - Passenger Experience | Scoop.it
Coca-Cola declares the corporate website dead and launches the digital storytelling platform Coca-Cola Journey instead. Neat content marketing!
Eric_Determined / Eric Silverstein's insight:

Christophe shares the new developments at Coca-Cola with great lessons for all. Of course not everyone have the established brand and capital to make the same investment, but understanding your customer journey interacting with your brand is key:

 

"Coca-Cola realize that Every day you have a choice of what to read and what to drink. Every day is election day, and our team will be here – working hard to get your vote. For consumers, the corporate website is dead and ‘press Release PR’ is on its way out.”

 

By creating a ‘digital newsroom’ and repositioning their corporate website, Coca-Cola sent a clear message from which entrepreneurs and businesses can take valuable lessons:


- One-way communication will die a quiet death. It no longer fits a world of social media and customer interaction.


- Focus your communication not (only) on your products and your services, but (especially) on what your visitors/customers want to read, see and share. Statistics don’t lie, and careful data analysis is a recipe for success.


- A good slogan catches the eye, but a good story is passed on. Storytelling is as old as humanity itself. Why would we stop using it now?


- Be transparent and authentic. Coca-Cola know that behind-the-scenes and feel-good stories work. Same goes for an informal style of writing. Everyday language. That’s what readers like.


- Take your customers seriously and yourself not too much. Coca-Cola Zero’s ‘Sweater Generator’ is a fine example of a fun game. Their take? “Thanks to Coke Zero, you can score a hilariously hideous sweater this holiday season without having to hit your local thrift store or raid grandma’s closet.” Check it out: Here you design your ‘hilariously hideous’ sweater until 1 December.

 

Any additional lessons you take away from their approach?

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