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Ding! You are Now Free to Create a Great Customer Experience - Business 2 Community

Ding! You are Now Free to Create a Great Customer Experience - Business 2 Community | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

As CEO Gary Kelly said “…we are a team – and while we don’t strap on helmets and pads, we are united, like all great teams, by a singular purpose. Our purpose is to connect people to what’s important in their lives through friendly, reliable, and low cost air travel. And our success is dependent on our ability to execute and fulfill that purpose.”  

 

Share your experience with Southwest?

 

What are your thoughts on the new wireless streaming options on board?

 

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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
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The Future - Beyond Facebook - Beyond Convenience

The Future - Beyond Facebook - Beyond Convenience | New Customer - Passenger Experience | Scoop.it
While click-to-buy represents a step in the integration of social and commerce, it’s just a tiny part of the shifting ecommerce landscape.
Eric_Determined / Eric Silverstein's insight:

Mark touches on important themes:


1) The Instant Economy

2) #Personalization

3) #Data & #Customer #Experience


While Data may be the foundation, don't forget the human element (#Empathy) will deliver the ultimate Customer Experience. Agree or Disagree?

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10 Things You Need To Fix Before Your #Customers Leave You

10 Things You Need To Fix Before Your #Customers Leave You | New Customer - Passenger Experience | Scoop.it
Customers sometimes [spoiler alert] will die. This, obviously, will mark the end of your commercial relationship, assuming you aren't in the funeral/deathcare business. But there are other customer issues that can be caught while they are less than fatal. Here are the stumbling blocks I see over and over in my work as a customer service consultant and company culture specialist.
Eric_Determined / Eric Silverstein's insight:

As your business focuses on your #customer #experience, you will need to continuously update procedures, engagements and solutions to keep pace with your customers.


Micah shares important concerns. Which one should you address first?

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veronique aboghe's curator insight, August 18, 5:24 AM

Keep on taking your customer' s pulse or your business could die of a stroke.

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When Your #Customers Talk, Listen!

When Your #Customers Talk, Listen! | New Customer - Passenger Experience | Scoop.it
A guide to expert social listening. How has social media changed the dynamic between brands and consumers? How are brands adapting to the new dynamic? How can brands dig deeper into consumers' conversations and glean stronger insights on consumers' interests or preferences?
Eric_Determined / Eric Silverstein's insight:

"Consumers are now empowered to demand more transparency and accountability from brands than ever before. They are sharing ideas and spreading trends at a dizzying rate. They are developing more complex or specialized interests and preferences. They are trying new options.

 

For brands, closer communication has granted an opportunity to better understand consumers’ specific preferences and interests. A chance to identify and connect with their customers on a much more honest and intimate level."


It's important to dig deeper into the #data, in order to really understand what is being shared and discussed. Then you can better segment your customer base, and provide a customized approach in order to deliver a positive customer experience.  


What did you think of the Food & Beverage Report and what the Data showed in the end?



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How #Data needs to connect across the #customer journey

How #Data needs to connect across the #customer journey | New Customer - Passenger Experience | Scoop.it
Understanding the customer journey and delivering relevant experiences has never been this critical.
Eric_Determined / Eric Silverstein's insight:

"Non-personal identifiable information acts as the lifeblood of digital #marketing: improving the relevancy and effectiveness of acquisition, retargeting, optimisation, #personalization and even #loyalty and retention programs.

 

The systems that marketers are using today may have been acceptable for a website oriented world, but they will not be sufficient to support a model that is expected to be 50% cross-channel sales and $1.8 trillion in less than five years.

 

The companies that deliver a #CustExp that is relevant and personalized across their customers’ journeys – an experience that is informed by customers’ intent, device and channel, and purchase stage – will be the digital marketing leaders of tomorrow. "

 

Share your latest experience of a company that delivers a consistent experience across all touch points?

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Do you think your company is #customer centric?

Do you think your company is #customer centric? | New Customer - Passenger Experience | Scoop.it
Customer-centric companies prioritize the customer experience and engage regularly in two-way communication with customers. These companies give their customers a seat at the boardroom table—and are outperforming competitors as a result.
Eric_Determined / Eric Silverstein's insight:

Take a closer look at the 7 habits of customer-obsessed companies.

 

Which habit do you like best? 

 

Do you agree with the statement:

 

"The customer relationship is your last competitive advantage?"

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▶ Click, Baby, Click!

Do you know what your marketing is doing? Are you sure? http://www.adobe.com/solutions/digital-marketing.html #MarketingTherapy
Eric_Determined / Eric Silverstein's insight:

A fun way to get started on:

 

Do you really know who your customers are?

Why they like your brand?

What would impact them to buy more or less of your goods or services?

Where they prefer to engage with your brand?

 

While this may be a commercial, it's a great way to get the conversation started, do you agree?

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Samuel Sanya Omugaga's curator insight, August 6, 1:21 AM

Marketing Therapy!

Paula Seba's curator insight, August 6, 10:22 AM

Muito bom esse vídeo.

As empresas conhecem quem são seus reais consumidores?

 

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Can #Customer #Experience increase revenues and lower costs?

Can #Customer #Experience increase revenues and lower costs? | New Customer - Passenger Experience | Scoop.it
It drives revenue – and we know how much.
Eric_Determined / Eric Silverstein's insight:

Peter Kriss shares valuable #data on #ROI of #CustExp.

 

Do you see additional areas where savings can be achieved?

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Roberto Nocera's curator insight, August 7, 12:26 PM

Improve the #CustomerExperience to have a better TCO

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#TDThanksYou - Brand Loyalty!

TD turns ATMs into Automated Thanking Machines to create some very special moments for customers across Canada. A thank you can change someone's day. #TDThan...
Eric_Determined / Eric Silverstein's insight:

As my previous post talks about #Loyalty, here is a viral @YouTube hit

 

If you are in Canada, where will you bank next?

 

Would you say #Advocate for life?

 

 

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Jean-Marie Grange's curator insight, August 1, 4:26 AM

Very good viral campaign!

Ranjit Kovilinkal's curator insight, August 2, 12:23 AM

Does ATM stand for Automated Teller Machine or Automated Thanks Machine!!!:-)

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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, 3:58 PM

Customr Journey

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How to tailor #ContentMarketing to Customer LifeCycle & Buying Journey

How to tailor #ContentMarketing to Customer LifeCycle & Buying Journey | New Customer - Passenger Experience | Scoop.it
Marketers everywhere are scrambling to develop content and leverage the myriad of channels as a way to reach and connect with prospects and customers. Here’s
Eric_Determined / Eric Silverstein's insight:

"Customer lifecycle: capture potential and existing customers’ attention, preference, purchase, and loyalty.

 

Understand the #customer buying #journey and use the customer lifecycle as the basis for every marketing investment decision you make - designed to acquire, retain, upsell, cross-sell, and create customer advocates."

 

Does your company today capture the Customer Lifecycle and Buying Journey into all #content #marketing efforts?

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Rhonda Hailey's curator insight, July 29, 8:09 AM

Dare to take the HIGH Road...  Put courtship back into the marketing process, and build the relationship before asking for the money. Systems and Processes all apply, when it comes to attracting, engaging and retaining a loyal customer. 

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What Great #Brands Do!

"Your brand can’t just be a promise; it must be a promise delivered." and other principles about brand-building from the bestselling book, What Great Brands Do…
Eric_Determined / Eric Silverstein's insight:

Denise shares key principles and quotes on successful brands.

 

Which one is your favorite?

 

Valuable lessons for your business.

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#Customer Retention vs. Acquisition - and the Winner Is…

#Customer Retention vs. Acquisition - and the Winner Is… | New Customer - Passenger Experience | Scoop.it
Marketers need to decide which is more important to them - acquiring new leads and potential customers, or retaining and nurturing the current customer base.
Eric_Determined / Eric Silverstein's insight:

"Marketers obsess over acquisition. Even as the lines between #marketing and #customer #experience blur, our survey respondents prioritize customer acquisition efforts over nurturing and deepening relationships with their most valuable and loyal customers."


Anything wrong with this picture?

 

I can share from personal experience how successful we became when we focused a good portion of our resources on continuously meeting and exceeding our current client expectations. This led to continuous business growth as our clients expanded their services to enhance their customer experiences.

 

As Ohad points out, this is not to say you don't assign the right amount of resources to acquire new accounts, but here again your current customers are a great source of referral for new business!

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#Customer Service or Lip Service?

#Customer Service or Lip Service? | New Customer - Passenger Experience | Scoop.it
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 :)

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Goodbye #Mobile #Apps, Hello Multi-Device #Experiences

Goodbye #Mobile #Apps, Hello Multi-Device #Experiences | New Customer - Passenger Experience | Scoop.it
Your app runs in a little square.All the money you spend on developers, design teams, content production and infrastructure for your app essentially boils down to a little square. Sometimes it’s a bigger square. Sometimes it’s more of a rectangle. And sometimes your app is responsive and tries to adjust itself as the square changes shape.But in the end, your brand's communications still come down to that little square. Topic: Web CMS.
Eric_Determined / Eric Silverstein's insight:

Michael looks at what the future holds.


The holy grail is "delivering what the customer is seeking at the right time, at the right place and on the desired platform - every time!"


#Data becomes the foundation to learn and engage, do you agree?

Many companies are positioning themselves to offer the entire solution, it's important not to forget the human element (#empathy) which plays a critical role in the end.
How will consumers react in 10 to 20 years looking back at our current #Mobile technology?
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21 Types of #Content We Crave

21 Types of #Content We Crave | New Customer - Passenger Experience | Scoop.it
If your content doesn't resonate with your audience, then they won't follow you where you want to take them. Here's a list of ideas for creating 21 types of content we all crave.
Eric_Determined / Eric Silverstein's insight:

Can you see where the #IceBucketChallenge fits within the list?


This list was originally created in 2012, you can see how the same fundamentals still apply!


Share your thoughts.

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David Newberry's curator insight, August 16, 4:57 AM

A list of great content ideas.

mercè perelló's curator insight, August 16, 9:41 AM

Contenido que deseamos escribir y leer

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3 key #Data Driven Marketing Opportunities

3 key #Data Driven Marketing Opportunities | New Customer - Passenger Experience | Scoop.it
Famed writer and technologist Daniel Keys Moran once said, “You can have data without information, but you cannot have information without data.” This statement is becoming increasingly accurate …
Eric_Determined / Eric Silverstein's insight:

Following the previous article on how #Data needs to connect throughout the #Customer #Journey, here are 3 key Data-driven marketing segments you need to master :

 

1) #Mobile

2) #Personalization

3) #Segmentation

 

Valuable examples are provided, which additional opportunities do you see across these 3 segments?

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Time is money - #Data is wealth

Time is money - #Data is wealth | New Customer - Passenger Experience | Scoop.it
In 1200 B.C. the world has changed when Ramses II erected harbors along side the river Nil and allowed trade to flourish like never before. While the pharaoh participated from taxes, the traders
Eric_Determined / Eric Silverstein's insight:

Great post from @AxelS @Society30

 

Who will master and connect all the #Data?

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The importance of a "Thank You"!

The importance of a "Thank You"! | New Customer - Passenger Experience | Scoop.it
You can become an effective leader! As in anything else you do, awareness of what is working and what is not is the first step. Then make a plan of action to correct or improve what’s needed.
Eric_Determined / Eric Silverstein's insight:

We touched on the power of a Thank You for customers, but don't ever forget to Thank your employees too!

 

If you want to deliver the best #Customer #Experience, it starts with your employees, do you agree?

 

 

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How do you impact #Customer #Experience on a small budget?

How do you impact #Customer #Experience on a small budget? | New Customer - Passenger Experience | Scoop.it
Lack of resources is no excuse NOT to improve customer experience. Stop looking at the big picture and start chipping away at the little things. Small victories lead to big wins! You can get started right now.
Eric_Determined / Eric Silverstein's insight:

Don't ever forget that your #customer #experience needs to involve your #employee experiences too.

 

Jeannie is absolutely right that what may seem as small stuff can have a big impact for clients or customers.

 

Share your recent experience of a small change made that had a positive impact for you or the brand?

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Can You Guarantee Your #Customer #Experience?

Can You Guarantee Your #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Should companies offer brand guarantees for their products and services - instead of brand promises? Or is the better question, why don't they?
Eric_Determined / Eric Silverstein's insight:

The difference between #brand promise and brand guarantee



"If you commit to a flawless customer experience, with consequences for falling short, will you be more apt to deliver said experience?


Will customers be more inclined to interact with you?"


My answer Annette is Yes and Yes. How about you?


P.S. What do you think of this Pet Store ad from the U.K.?

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Sunday Jones's curator insight, August 4, 3:57 AM

Ah, yes, the guarantee. Whether it's for a resume company that promises you'll get a job in 45 days or your money back, or that you'll CRUSH your competition by being an aggressive nuisance pestering potential interviewers, the idea of a guarantee is...shall I say annoying?

 

The problem is, we know better. We know that we can't lose 10 pounds in 3 days unless there's a serious illness involved. We know that buying tons of real estate for free is as unlikely as finding a big bag of money on the street.

 

I'm not sure what the solution is, but I do know that the charms of the snake oil salesmen should be challenged.

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Psychology meet #Loyalty - enjoy your journey!

Psychology meet #Loyalty - enjoy your journey! | New Customer - Passenger Experience | Scoop.it
A number of weeks ago I had the opportunity to attend the World of Business Innovation summit in New York. The quality of speakers was outstanding, but there was one presenter who really stood out for me. Chip Conley, founder of Joie de Vivre hotels, shared a bit of his history and specifically how he …
Eric_Determined / Eric Silverstein's insight:

Everyone are focused on finding the next biggest innovation, but the fundamentals of human psychology is what drives your customer.

 

Once you deliver an outstanding experience, your customers are the first ones to share their experience with others.

 

But don't forget, this is a continuous journey, you need to keep delivering the "Wow" factor for your customers to remain an advocate for your brand.

 

Do you agree?

 

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Owning the #Customer Agenda

Owning the #Customer Agenda | New Customer - Passenger Experience | Scoop.it
Customer experience work cannot be held inside a single department in the organization. It cuts its way across the organization, getting in people’s stuff and stirring up the pot. This work will ch...
Eric_Determined / Eric Silverstein's insight:

"Leaders who own the customer agenda elevate high-priority customer issues to the critical level. They get their boards close to the customer and understand the investments required to keep customers close."


Like your customer, this is a journey. Company need to embrace this change, and you will be amazed by the positive return. Do you agree?  

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What is #Customer #Journey #Mapping

Customer Journey Mapping is a tried and true technique to better understand your customers' experiences as the foundation for driving change and innovation. Th…
Eric_Determined / Eric Silverstein's insight:

SuiteCX shares their #customer #mapping #journey.

 

While they highlight their software, it's a valuable approach to define your customer journey.

 

Share your thoughts?

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Omnichannel Commerce - breaking down silos

Omnichannel Commerce  - breaking down silos | New Customer - Passenger Experience | Scoop.it
General Management - Meeting every need of every customer sounds customer-centric, but it ends up being just the opposite. Here's a look at what being customer-centric really means.
Eric_Determined / Eric Silverstein's insight:

Where businesses are coming from vs where the customer expect them to be:


"While businesses struggle with silos, consumers are defying them. Customers intrinsically reject the notion of a business-directed channel and demand visibility and interactivity at all touchpoints during their commerce experience. They expect to be identified when purchasing—regardless if they're online or using a smartphone. They demand real-time access to product inventory and data to help them in their purchase and delivery decision, regardless of how retails manage their supply chain. 

Unfortunately, while commerce moves at lightning speed, most commerce platforms do not. As e-commerce moves more into the marketing function, the benefits of a perfected omnichannel experience will provide…

Consumers with a consistent, seamless brand experience across all platformsBusinesses with a better understanding of customers needs and behaviorsA quick ramp-up to test new markets, benefiting both consumers and businesses

Businesses must be prepared to respond quickly to the consumer-driven marketplace. As distribution and purchasing channels continue to consolidate, the possibilities become limitless.

To develop long-term relationships with customers, marketers must provide added value to the individual and remove the silos within the business and between the business and the consumer."

 

There are numerous opportunities for companies to assist those businesses in need, but don't take too long as your #customers loyalty will only last until their next negative experience.

 

Do you agree?



Read more: http://www.marketingprofs.com/opinions/2014/25642/using-the-cloud-to-erode-the-walls-of-customer-channels#ixzz38Ve3tQKd

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Does #Gamification Drive Results for Your Brand?

Does #Gamification Drive Results for Your Brand? | New Customer - Passenger Experience | Scoop.it
Gamification is being redefined in the marketplace. Back in 2011, I attended an Epsilon loyalty event in which Amy Jo Kim, game designer and co-founder of Shufflebrain, was the keynote speaker. Kim defined gamifcation as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.”
Eric_Determined / Eric Silverstein's insight:

Important fact: 84% said they would actually spend more with retailers that offer points for activities other than spending.


What is your latest experience with gamification?

 

Do you agree with the results?

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