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10 Customer Experience Tips from Guy Kawasaki

10 Customer Experience Tips from Guy Kawasaki | New Customer - Passenger Experience | Scoop.it
Guy Kawasaki has challenged customer service professionals of today to change the world through customer experience.
Guy Kawasaki thinks that customer experienc(...)
Eric_Determined / Eric Silverstein's insight:

As you'll see from the 10 points listed, Guy's recommendation last year are still based on the same fundamentals as what we would expect today!

 

"An exceptional customer experience is creating memorable customer service moments that customers love"

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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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Become a Superhero for your Customers

Become a Superhero for your Customers | New Customer - Passenger Experience | Scoop.it
While Legends of Tomorrow fight together to avoid world destruction, I've gathered my own team of extraordinary leaders that have inspired my career
Eric_Determined / Eric Silverstein's insight:

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

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Antonio Ormachea's curator insight, March 28, 2016 10:55 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

Antonio Ormachea's curator insight, March 28, 2016 10:59 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

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Shouting To Be Heard!

Shouting To Be Heard! | New Customer - Passenger Experience | Scoop.it

If we want our ideas to be embraced, we have 2 choices:

Eric_Determined / Eric Silverstein's insight:
Trying to make your brand heard?

2 choices, which one do you think will yield greater results:

1. We can shout to be heard
2. We can listen to understand


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Information Is Power - The Promise Of Personalization

Information Is Power - The Promise Of Personalization | New Customer - Passenger Experience | Scoop.it
Moving From Experience To Data: Why Personalisation Is The Key To Brand Success SHARE:   MIKE BAINBRIDGE — NOV 11 Providin
Eric_Determined / Eric Silverstein's insight:

How are you capturing your customers needs and wants?

 

 

 

Don't lose sight of your customers, every single task across each department should be with your customers in mind, do you agree?

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Are You Memorable To Your Customers?

Are You Memorable To Your Customers? | New Customer - Passenger Experience | Scoop.it
CUSTOMER LOYALTY - the importance of an emotional connection by Colin Shaw on October 18, 2016 Customers are not loyal becaus
Eric_Determined / Eric Silverstein's insight:

"Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided."

 

How are you making sure your service or product delivers a memorable experience for your customers?

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Samuel Pavin's curator insight, October 27, 2016 2:12 AM
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It's not B2B vs B2C, it's Personal!

It's not B2B vs B2C, it's Personal! | New Customer - Passenger Experience | Scoop.it
It's not B2B vs B2C, It's Personal One of the most confusing distinctions created in the business world is the one betwee
Eric_Determined / Eric Silverstein's insight:

Do you understand who your customer is?

 

A human makes a decision whether you are dealing with a B2B or B2C business, make sure you understand them, listen and address their needs, concerns or aspirations.

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Ron McIntyre's curator insight, October 15, 2016 7:46 AM

Interesting,  It has always been personal regardless of what label it has on it.

ShriShail Tech.'s comment, November 3, 2016 9:39 AM
If looking for Online Marketing expert Branding, Leads, Sales Revenue & Social Media Consulting Services. For any query email us today at info@shrishail.com
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S.A.V.E. Marketing!?

S.A.V.E. Marketing!? | New Customer - Passenger Experience | Scoop.it
Why the 4 Ps of Marketing Might Be Outdated The 4 Ps of marketing have been used for decades. But for modern B2B companies, they ma
Eric_Determined / Eric Silverstein's insight:

S.A.V.E. vs 4 Ps of Marketing - Focus on your customers, you'll be amazed what you can learn and earn by nurturing this close relationship while iterating your services and/or product accordingly.

 

 

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CX Analysis: How to retain customers?

CX Analysis: How to retain customers? | New Customer - Passenger Experience | Scoop.it
Customer Experience Analysis: Retention Studying your current customers— "customer experience analysis"—can help you learn wha
Eric_Determined / Eric Silverstein's insight:

Have you done an analysis on what it will take to retain your customers?

 

Great #Infographic @MarketingProfs

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15 technologies that will help you become more customer obsessed over the next 5 years

15 technologies that will help you become more customer obsessed over the next 5 years | New Customer - Passenger Experience | Scoop.it
Marketers need to say goodbye to campaigns, say hello to AI-driven conversations with customers New report on emerging tech in nex
Eric_Determined / Eric Silverstein's insight:

It starts and ends with your customers.

 

The better you understand where they are coming from, their interest, their passion, where they are in their journey with your brand, the easier it will be for you to build a trusted relationship, deliver value and satisfaction at the right time, on the right device/platform/channel, wherever they may be.

 

Businesses need to remain agile, in order to stay relevant to their customers. What are your thoughts on these technologies?

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4 Pillars Of Distinctive Customer Journeys

4 Pillars Of Distinctive Customer Journeys | New Customer - Passenger Experience | Scoop.it
New research reveals that focus, simplicity, “digital first,” and perceptions matter most.
Eric_Determined / Eric Silverstein's insight:

"Our research indicates that for every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent.

 

Knowing what to do is the right place to start. But a company’s success in building out great customer journeys requires agile capabilities that excel at rapid iteration and testing and learning.2 Reacting to live feedback from real customers is often the difference between a good and a great customer experience."

 

@McKinsey shares a great example across the financial industry, but these 4 key pillars are applicable to many industries, would you agree?

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Lee Sitch's curator insight, September 17, 2016 11:00 AM

"Our research indicates that for every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent.

 

Knowing what to do is the right place to start. But a company’s success in building out great customer journeys requires agile capabilities that excel at rapid iteration and testing and learning.2 Reacting to live feedback from real customers is often the difference between a good and a great customer experience."

 

@McKinsey shares a great example across the financial industry, but these 4 key pillars are applicable to many industries, would you agree?

ABRAMOVICI Marianne's curator insight, September 19, 2016 4:09 AM
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Your CEO Guide To Customer Experience

Your CEO Guide To Customer Experience | New Customer - Passenger Experience | Scoop.it

Click here to edit the content

Eric_Determined / Eric Silverstein's insight:
"In most companies, there are a handful of critical customer journeys. Understanding them, customer segment by customer segment, helps a business to maintain focus, have a positive impact on customer satisfaction, and begin the process of redesigning functions around customer needs. " - Have you fully mapped your customer journeys, and identified your key customer segments?
 
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Social Media is... 

Social Media is...  | New Customer - Passenger Experience | Scoop.it

Here it is: Social media is “media”.  It’s a newspaper, it’s a magazine, it’s a newscast, it’s a TV show, it’s a Netflix series, it’s a good book, it’s a newsletter.

 

Eric_Determined / Eric Silverstein's insight:

Are you delivering value and earning engagement from your customers?

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The Engagement Paradox - Are we more or less connected?

The Engagement Paradox - Are we more or less connected? | New Customer - Passenger Experience | Scoop.it

Organizations must develop a more holistic and integrated picture of the full tapestry of conversation across today’s digital channels.  Without this, the value of engagement is lost as product and marketing ideas, sales opportunities, and customer service needs go ignored and unaddressed.  It also again leaves critical openings that competitors can use to enter conversations with our stakeholders, and build their own relationships.

Eric_Determined / Eric Silverstein's insight:

The “Engagement Paradox.”  Namely, that the more technologies, devices, sites, apps, and other digital touchpoints we have, the less connected we are - do you agree?

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What Makes A Company Great?

What Makes A Company Great? | New Customer - Passenger Experience | Scoop.it

Shep Hyken shares the 6 D's to be customer centric

Eric_Determined / Eric Silverstein's insight:

How customer centric is your company culture?

 

Hyken 6 D's :

 

1. Define It

2. Disseminate It

3. Deploy It

4. Demonstrate It

5. Defend It

6. Delight In It

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The Brand Awareness Checklist

The Brand Awareness Checklist | New Customer - Passenger Experience | Scoop.it
The Brand Awareness Checklist filed in   BRAND STRATEGY ,   MARKETING In a competitive, commercial environment the logic is th
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Why Do Your Customers Buy?

Why Do Your Customers Buy? | New Customer - Passenger Experience | Scoop.it
Why Do Your Customers Buy? How thirsty is the college student who pays almost $5 for a Caramel Macchiato at Starbucks? Did th
Eric_Determined / Eric Silverstein's insight:

"Our perception of value is created by wants not needs, feelings, not facts, and beliefs, not proof - how are you looking to engage and win over your audience?

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6 Laws of Customer Experience

6 Laws of Customer Experience | New Customer - Passenger Experience | Scoop.it
6 Not-So-Secret Truths about Great Customer Experiences Think of them as the Six Commandments of Customer Servic
Eric_Determined / Eric Silverstein's insight:

6 key drivers Bruce Temkin shared back in 2014 - you can see how those fundamentals still apply today, do you agree?

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The New Digital Enterprise - 5 Domains

The New Digital Enterprise - 5 Domains | New Customer - Passenger Experience | Scoop.it
Gartner: Digital Business Depends On Core IT, IoT, AI The infrastructure for the new digital enterprise rests on 5 domains. At th
Eric_Determined / Eric Silverstein's insight:

Digital is changing civilization, Gartner shares 5 key areas:

 

  • Traditional core IT systems -- which run and scale operations
  • Customer experience -- engaging with the customer
  • The Internet of Things -- which senses and acts in the physical world
  • Intelligence -- that analyzes, learns, and decides
  • An ecosystem foundation -- that interacts with other organizations

 

Are you recognizing these changes for your business?

 

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Jean-Marie Grange's curator insight, October 24, 2016 3:01 PM
Feedback from the latest Gartner Symposium, Digital business infrastructure should rest on 5 domains :
- Traditional core IT systems -- which run and scale operations
- Customer experience -- engaging with the customer
- The Internet of Things -- which senses and acts in the physical world 
- Intelligence -- that analyzes, learns, and decides 
- An ecosystem foundation -- that interacts with other organizations
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The Elements of Value Pyramid

The Elements of Value Pyramid | New Customer - Passenger Experience | Scoop.it
The Elements of Value Eric Almquist John Senior Nicolas Bloch When customers evaluate a product or service, they weigh it
Eric_Determined / Eric Silverstein's insight:

The 30 elements of Value, set in 4 key categories:

 

1. Functional

2. Emotional

3. Life changing

4. Social impact

 

Do you know what your customers value?

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Jean-Marie Grange's curator insight, October 11, 2016 11:41 AM
Do you know what Value you are bringing to your customers? Could you do more?...
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Are you ready for Generation C via Mobile?

Are you ready for Generation C via Mobile? | New Customer - Passenger Experience | Scoop.it

Brian solis-mobile-is-eating-the-world highlights the importance of adapting your business to a mobile first world...

Eric_Determined / Eric Silverstein's insight:

"Mobile isn’t a strategy or technology; it’s a lifestyle!

 

This is Generation C—otherwise known as your iCustomer. This isn’t a generation defined by age, income, education, or other demographics. This is a group that’s defined by a digital, mobile, real-time, always-on lifestyle. And, they’re nothing like your traditional customers.

 

Because people don’t want to be sold or persuaded. They want to be informed, engaged, and empowered. So much so, that 73% of consumers say that regularly getting

useful information from a company is the most important attribute when selecting a brand.

 

Micro-moments - Doing so will help businesses win the hearts and minds of connected customers in every moment of truth across every device. On the other hand, missing or

ignoring these new moments means that brands will miss vital chances to connect.

 

It’s time to join Generation C and your iCustomers to rethink products, services, and experiences that are “born digital” and “born mobile” without legacy PC philosophies holding you back."

 

Are you ready for Generation C?

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2016 State of Digital Transformation, are we there yet?

2016 State of Digital Transformation, are we there yet? | New Customer - Passenger Experience | Scoop.it
Can Digital Transformation Move Beyond Buzzwords? By  Noreen Seebacher   |   Sep 20, 2016 CHANNEL:  Digital Experience
Eric_Determined / Eric Silverstein's insight:

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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Pascale Philippe's curator insight, September 24, 2016 9:22 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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8 Principles of Customer Value Creation

8 Principles of Customer Value Creation | New Customer - Passenger Experience | Scoop.it
 The 8 Principles of Customer Value Creation To appreciate Customer Value Creation, you must understand the principles of Custome
Eric_Determined / Eric Silverstein's insight:

How many of those 8 principles do you apply to your business today?

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Trust - The New Brand 

Trust - The New Brand  | New Customer - Passenger Experience | Scoop.it

We are in the midst of a trust revolution. By our count, 50% of consumers are willing to pay a premium to transact with companies they trust. The reverse is equally true: About the same percentage (57%) will stop doing business with a company they believe has broken their trust by using personal data irresponsibly, and over a third (37%) said they would take legal action against the company. Considering the trillions of dollars at risk, we now see ethical behavior as the new theater for commercial competition.

Eric_Determined / Eric Silverstein's insight:

"Companies must shift from a data-collection mindset to a consumer-oriented, value-first approach."

 

Trust is the foundation to building loyalty, which then becomes the foundation to earning advocacy - your highest ROI!

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The Power Of Questions

The Power Of Questions | New Customer - Passenger Experience | Scoop.it

We cannot solve our problems with the same thinking we used when we created them. -Albert Einstein

Eric_Determined / Eric Silverstein's insight:

Are you thinking differently and are you doing things differently?

 

Status quo is not an option, you are either the disruptor or will be the disrupted. Which one will you choose?

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Are You Trying To Be Everything To Everyone? 

Are You Trying To Be Everything To Everyone?  | New Customer - Passenger Experience | Scoop.it

You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with.

Eric_Determined / Eric Silverstein's insight:

"You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with."

 

Understand who your true customers are, then focus on delivering and delighting them throughout their journey with your brand.

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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | New Customer - Passenger Experience | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.

Eric_Determined / Eric Silverstein's insight:

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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How Emotions Impact The Customer Experience

How Emotions Impact The Customer Experience | New Customer - Passenger Experience | Scoop.it

Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.

Eric_Determined / Eric Silverstein's insight:

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

 

  1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
  2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
  3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.

 

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