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What is Hero-Class Customer Service? Part 2

What is Hero-Class Customer Service? Part 2 | New Customer - Passenger Experience | Scoop.it
Blog post at Customers That Stick : In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-Class Customer ServiceTM and the chara[..]
Eric_Determined / Eric Silverstein's insight:

Make sure to review the earlier articles first to give you the overall approach to:

 

For the #CustServ Front Lines: Remember One ThingWhat is Hero-Class Customer Service? Part 1

 

Adam is certainly on point with: 

 

"Hero-Class Customer ServiceTM is a holistic approach to the total customer experience that transcends individual initiatives and programs of the week. It is based in a cultural approach that blends customer-focused systems with well-trained brand emissaries.

Put plainly, it is customer service that is all about customers."

 

Have you ever experienced this level of service? If so, please share. 

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Tony Park's curator insight, September 22, 2013 4:36 PM

Customer service that "flys"

 

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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Excellent Customer Care is becoming THE Differentiator - Agree?

Excellent Customer Care is becoming THE Differentiator - Agree? | New Customer - Passenger Experience | Scoop.it

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Eric_Determined / Eric Silverstein's insight:

John is spot on, the 3 critical areas to customer care are:


1) Customer

2) Staff

3) Organization


"Customers are not like tissues, to be used and then discarded – any company that thinks like that, will soon find that the box is empty!"


Any other quotes you would like to share?


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You want to Win - Be #Customer Obsessed!

You want to Win - Be #Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
"The world is changing and it's time to get customer obsessed," Sheryl Pattek, VP & Principal Analyst, CMO and Marketing Leadership Practice Forrester
Eric_Determined / Eric Silverstein's insight:

Sheryl Pattek @Forrester shares:


"We’ve entered the age of the #Customer . We believe we are at the beginning of a 20 year business cycle in which the most successful enterprises will reinvent themselves to systematically serve their customers."


Technology and #Data is enabling greater flexibility to engage, learn and deliver,  is your business ready for the continuous journey with your empowered customers?


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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, 2:24 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 5, 10:21 PM

Marketing Therapy!

Paula Seba's curator insight, August 6, 7:22 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, 9:26 AM

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, 1:26 AM

Very good viral campaign!

Ranjit Kovilinkal's curator insight, August 1, 9:23 PM

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, 12:58 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, 5:09 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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What Role Does Intuition Play in #Customer #Experience?

What Role Does Intuition Play in #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Last year, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense. In this post, I explore the role of the sixth sense in customer experience.
Eric_Determined / Eric Silverstein's insight:

#Data and #Technology are giving us a lot of information and more efficient tools to address customer needs, but the human element is where you can deliver extraordinary experiences.


Employees are part of your brand promise, they need to be empowered to act on their intuition to deliver remarkable experiences.


Now going back to the photo used here, whether it's an employee or a customer, what would you do on Monday to bring a smile to him/her?

 

Thank you Annette Franz for sharing your sixth sense!

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5 Customer-Centric Lessons from Apple to @Zappos

5 Customer-Centric Lessons from Apple to @Zappos | New Customer - Passenger Experience | Scoop.it
Traditional marketing is on life support. The rules of the game have changed. Tell and sell marketing no longer works. Today’s consumer is empowered. Empowered to find their own information, empowered to share their opinions and empowered to avoid marketing. Brands need to find ways to leverage their most important [...]
Eric_Determined / Eric Silverstein's insight:

Stan provides key examples across 5 lessons:


1) Focus on Current Customers

2) Exceed Expectations

3) Be Convenient for the Customer First

4) Think Value, Not Price

5) Treat Experience as an Investment

Which lesson will you implement first?
Share your experience with some of those brands.
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Nicolas Frot's curator insight, August 20, 11:34 AM

1) Focus on Current Customers
2) Exceed Expectations
3) Be Convenient for the Customer First
4) Think Value, Not Price
5) Treat Experience as an Investment

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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, 1:57 AM

A list of great content ideas.

mercè perelló's curator insight, August 16, 6:41 AM

Contenido que deseamos escribir y leer

Ann Windham's curator insight, August 22, 12:29 PM

What kind of Content should be in my marketing campaign, you might ask.  Here are some examples.

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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, 12:57 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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