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Customer Retention | Social Media Today

Customer Retention | Social Media Today | New Customer - Passenger Experience | Scoop.it
Let’s work on retaining customers, rather than constantly having to go out seeking new ones.
Eric_Determined / Eric Silverstein's insight:

The Infographic from Adam Toporek clearly shows why customer retention not only helps with lower costs and higher margins, but also in driving new customers too!

 

Further insight from @kmueller62 with telling numbers from @nielsen study in trust in advertising.

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Stephen Pitcher's curator insight, September 29, 2013 6:53 AM

This is really good. Hope it helps you.

Regards

Stephen

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 - Latest venture www.snapcious.com - mobile social engagement
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5 disciplines of customer experience leaders

5 disciplines of customer experience leaders | New Customer - Passenger Experience | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and more repeatable for new products or new markets.
Eric_Determined / Eric Silverstein's insight:

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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Powerful Brands vs Customer Relationships

Powerful Brands vs Customer Relationships | New Customer - Passenger Experience | Scoop.it
Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.
Eric_Determined / Eric Silverstein's insight:

Powerful #Brands vs #Customer #Relationship - which one is more important?


"Some have predicted that digital technologies will hasten the demise of brands because customers will have ready access to information they need to make purchase decisions, and “brand” will therefore become less relevant. Others have prophesied an increasing importance of brand as a simple way to evaluate choices in an era of information overkill.


As Peter Drucker said, well before the advent of the information age, the sole purpose of a business is to create a customer. It’s clear that brand building will only go so far."


How is your favorite brand building a relationship with you - the loyal customer?

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Ravi Kiran's curator insight, April 24, 7:05 AM
Even if curation as a word has become somewhat overused recently, i would still say brands need to see how they can curate their relationships with customers. Customers already do.
Fabrizio Cappelli's curator insight, April 24, 12:03 PM

... .we are on the same page ... why not evaluating Customer as an Asset and put into the Balance Sheet ? Intangibles ... or more tangible of any other measure ?

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The Powerful Reach of a Happy Customer - #Infographic

The Powerful Reach of a Happy Customer - #Infographic | New Customer - Passenger Experience | Scoop.it
Between word of mouth and social media, the average customer will influence a whopping 42 other people for every positive experience he or she has with your company. That's according to one estimate from Ninja Metrics, creator of a social analytics platform. As a result of that huge social reach, your biggest fans' influence can contribute to as much as 20 to 40 percent of your total revenue.
Eric_Determined / Eric Silverstein's insight:

"Your biggest fans' influence can contribute to as much as 20 to 40 percent of your total revenue"


Can you be an #influencer without being an #advocate of a brand?


Great #infographic with valuable #data @NinjaMetrics



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CIM Academy's curator insight, April 22, 6:28 AM

What it the effect of happy customers? This article suggests that the financial implications are huge.

Jean-Marie Grange's curator insight, April 22, 9:09 AM

I like the concept of Social Whale... Do you see yourself as a whale?!? ;-)

Susan McLennan's curator insight, April 22, 10:54 AM

Happy customers drive sales. 

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5 Ways You’re Doing Mobile Wrong

5 Ways You’re Doing Mobile Wrong | New Customer - Passenger Experience | Scoop.it
For consumers, it’s basically a mobile-first world. And as more and more money and activity moves into the mobile advertising ecosystem, marketers must move
Eric_Determined / Eric Silverstein's insight:

In a #Mobile - First world, Michael highlights 5 key areas to address:


1) You're treating the mobile screen as just "another" screen

2) You're impeding people from doing what they want

3) You're selling, not adding value

4) You are focused on awareness and acquisition, but not on #loyalty

5) You've gone gaga over in-store beacons, but not about driving consumers to the store.


I would add one more point, make your #app #social. 


We are in the age of social, and social is all about having a conversation. By enabling social #engagement around your brand through #gamification like @SNAPCIOUS, you spark word of mouth. 


Do you agree that word of mouth , User Generated Content  #UGC delivers new user acquisition and drives sales opportunities?



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carbguif's curator insight, April 19, 8:53 AM

Inscribete ya! www.congresocial.com/inscripcion.html

Jean-Marie Grange's curator insight, April 20, 2:31 PM

If it's worth doing, it's worth doing well!

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Brands think they provide great #customer #experience - consumers disagree!

Brands think they provide great #customer #experience - consumers disagree! | New Customer - Passenger Experience | Scoop.it
When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.
Eric_Determined / Eric Silverstein's insight:

" Trust is the essential ingredient in customer #loyalty, but it isn’t a direct function. It can’t be won instantly with terms and conditions or #brand spending. #Trust is earned over time, usually in small ways. Without trust, the customer #relationship is driven by short term needs and is limited in scope and potential.

When asked to describe the “perfect” company, consumers identify trustworthiness with #data / information to be the most important capability. But in reality, we can’t know how well our data will be protected, and rarely make ourselves aware of how its handled and shared. Trust is a reflection of the #customer #experience ."


The numbers are clear, if you don't pay attention and listen to your customers, you can be assured your competitors will. 


What surprised you the most in the information gathered by @Econsultancy & @IBM ?

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PivotPointBrands's curator insight, April 17, 11:26 AM

Wow! A nice clear portrayal of the brand gap, the difference between a company's perception of who they are and customer's perception of who they are. That's why companies need to self-assess every couple of years. And fix it if the assessment reveals a gap.

Lotta Onninen's curator insight, April 25, 5:10 PM

"Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent."

Alarming that companies could easily prevent the bad experiences. Perhaps they are unaware or prefer to use resources to something else. Still, when it comes to costs, it is always cheaper to keep your existing customers than to try to get new ones. Managing the retention rate should be one of the main goals. Knowing your customer is the first step.

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A Marketer's Guide To Going #Mobile - #Infographic

A Marketer's Guide To Going #Mobile - #Infographic | New Customer - Passenger Experience | Scoop.it
How can marketers effectively market on mobile devices? Because mobile devices are very personal—44% of cellphone owners sleep with their phones next to their bed so they don't miss a message, call, or update—marketers need to be thoughtful about how they deliver marketing messages. Check out our infographic for more:
Eric_Determined / Eric Silverstein's insight:

"Over Notified and Under Valued - Marketers must create an #engaging, timely, and cross-channel strategy. To succeed in #mobile you need to respect your customers' time and offer them value."


Which #App have you recently turned off or deleted because they blasted you with numerous or irrelevant notifications?


"Marketers must build #trust and #loyalty across all channels, in order to create long-term, personal #relationships ."


Of your favorites Apps, what additional features would you like to see, which could help strengthen your loyalty with them?





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Visual Storytelling is incredibly powerful - #Infographic

Visual Storytelling is incredibly powerful - #Infographic | New Customer - Passenger Experience | Scoop.it
Do you want more eyes on your online content? It could be as simple as adding a photo or a video to your post. Visual storytelling is incredibly powerful. The good folks a Quicksprout recently publish
Eric_Determined / Eric Silverstein's insight:

"“What are the visuals?" What will the reader or viewer be able to see as they read/listen to this story?" - This is without images!


In a noisy #social world, you need to connect emotionally with your audience, and to stand out, #visuals can play a key role, do you agree?


#CX #SocialMedia #Infographic

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celineonline's curator insight, April 11, 8:45 AM

Raconter des histoires de manière visuelle : un impact important auprès de votre public cible

Patrick Findlay's curator insight, April 12, 4:57 AM

Visual Storytelling is key to differentiate yourself from all your noisy competition.

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Everything You Need to Know About Visual Content Marketing

Everything You Need to Know About Visual Content Marketing | New Customer - Passenger Experience | Scoop.it
Content is still king when it comes to digital marketing. In order to get ahead of the competition, it has now become increasingly important to incorporate visual content marketing into your campa
Eric_Determined / Eric Silverstein's insight:

Brett shares valuable insight and data on the power of visual content.


With the importance of #social and peer recommendations , should brands focus on more user generated content (#UGC) ?


Share your favorite #visual #content #marketing campaign.

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CIM Academy's curator insight, April 10, 4:08 AM

Improving your visual content marketing can make a big difference. This article highlights some recent trends and outlines some key tips. 

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#Mobile + #Marketing Automation Demystified

#Mobile + #Marketing Automation Demystified | New Customer - Passenger Experience | Scoop.it
A Continuous Cross-Channel Conversation
Eric_Determined / Eric Silverstein's insight:

It's about having a continuous cross-channel conversation, and #mobile is playing an increasing role, do you agree?


Marketo provide a good overview of what you should look into.


As you engage across your favorite #brands, what do you see missing in your mobile #engagement with them? #Social #Media campaigns?



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20 Ways To Cultivate Self-Love - Leads to success!

http://simpleselfconfidence. Here are 20 ways to cultivate self-love and improve your self-confidence.
Eric_Determined / Eric Silverstein's insight:

A nice way to end the week, which one is your favorite?

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Gamification harnesses the power of games to motivate

Gamification harnesses the power of games to motivate | New Customer - Passenger Experience | Scoop.it
Gamification works because our responses to games are deeply hard-wired into our psychology. Game design techniques can activate our innate desires to recognize patterns, solve puzzles, master challenges, collaborate with others, and be in the drivers’ seat when experiencing the world around us. They can also create a safe space for experimentation and learning
Eric_Determined / Eric Silverstein's insight:

With every company looking for better ways to engage their employees and their customers, don't forget to make it fun too, do you agree?


Kevin Werbach @Wharton shares great insight from his #gamification study & book.


We added #social #engagement @SNAPCIOUS , in order to add a critical component to game success.

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Jean-Marie Grange's curator insight, April 7, 10:43 AM

Gamification works!

Jonathan Wade's curator insight, April 14, 1:32 PM

So, can we use our tendencies and appeal them in order to make ourselves better?  If so, where are the ethical boundaries?

David W. Deeds's curator insight, April 19, 9:09 AM

¨We´re hardwired¨...I like that. ;)

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Continual Business Transformation Is A Must

Continual Business Transformation Is A Must | New Customer - Passenger Experience | Scoop.it
That bias toward secrecy may stem from fear of failure, of confrontation with employees, or of bad press that could make problems worse. Yet secrecy itself tends to compound problems, often by ensuring that the employees isn’t involved or energized.
Eric_Determined / Eric Silverstein's insight:

One thing you can be assured in life and in business is: Change


How many of you think change should happen in secret by upper management or involve open communication with employees?

Torben Rick shares his top 7 Change Management Infographics
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Days of #Mobile on the cheap are over!

Days of #Mobile on the cheap are over! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

“Mobile moments are the next battleground for brands to win, serve and retain customers."


How are you looking to stand out with your Mobile offering?

 

“They are doing project-based work and buying media rather than putting strategy and infrastructure in place to support longer term #marketing goals,” Ms. Ask @Forrester said. “They are focused, so to speak, on the small "m" in marketing rather than the big "M." 

 

Offering #Social #Engagement on #Mobile is critical, do you agree?


If you agree, happy to setup a live demo of  @SNAPCIOUS Can be inserted directly within existing Apps

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Why You Don’t Need A Digital Strategy

Why You Don’t Need A Digital Strategy | New Customer - Passenger Experience | Scoop.it
Technology is not oil to lubricate; it’s oxygen to grow ideas and change business.
Eric_Determined / Eric Silverstein's insight:
Here are some great quotes from the article:"In 2015 it seems foolish to have a digital or mobile strategyyou just need a business strategy for the modern world."

"We shape our tools and then our tools shape us: a classic Marshall McLuhan quote that most perfectly explains the current business reality."


" The real power of electricity allowed factories to be arranged in totally different ways, to reduce staffing, work 24/7, make new things and, above all else, relocate from locations near fuel to areas near ports and population for workers."


"Technology is not oil to lubricate; it’s oxygen to grow ideas and change business. Modern businesses need to disrupt themselves at the very core, empowered by what new behavior and new technology make possible."


Share which quote was your favorite? 


At the end of the day, it starts and end with your customers.

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How Simple Questions Lead to Great Innovations

How Simple Questions Lead to Great Innovations | New Customer - Passenger Experience | Scoop.it
There is a myth that successful companies begin with grandiose ambitions. The implication is that entrepreneurs should start with megalomaniac goals in order to succeed. To the contrary, my observation is that great companies began by wondering about simple things, and this leads to asking simple questions that beget companies:
Therefore, what? This question arises when you spot or predict a trend and wonder about its consequences. It works like this: “Everyone will have a smartphone with a came
Eric_Determined / Eric Silverstein's insight:

If you had to come up with one keyword when it comes to #innovation, what would you use?


I would start with #Simplicity, share yours.


Sir Richard Branson: “Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”


#CX  In a #Mobile First world, continuous opportunities for improvement.

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The New Weapon of Choice in the Social Platform Wars: Content

The New Weapon of Choice in the Social Platform Wars: Content | New Customer - Passenger Experience | Scoop.it
Every social media platform is locked in a turf war for people’s time, and many platforms are realizing good stories—better stories, longer stories, more polished stories—will make an audience want to stick around. Even chat apps like Kik are courting publishers to bulk up on content. It’s a safe bet Instagram and Pinterest will follow suit and aggressively upgrade their unique content offerings in the next few months.
Eric_Determined / Eric Silverstein's insight:

"Every #social #media platform is locked in a turf war for people’s time, and many platforms are realizing good #stories—better stories, longer stories, more polished stories—will make an audience want to stick around. "


How are you engaging your audience and rewarding their brand passion?


Empower your customers to become your brand voice and participate in content creation - user generated content #UGC.

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Moving at the Speed of Expectation - #CX

Moving at the Speed of Expectation - #CX | New Customer - Passenger Experience | Scoop.it
Thought I would share a blog that I wrote initially for Marketing Week, on the need for organisations to move at the speed of customer expectation...
Eric_Determined / Eric Silverstein's insight:

"Today, the digital #experience is about more than the singular, inspirational moment, it is about being able to change the game, at the speed of expectation.


Do you agree that Expectations are being created by moments outside your industry, by companies that don’t have your history, don’t “belong” to your industry?



It is no longer just the “what” that defines the winners and losers, it is the “how”. 


• HOW to take advantage of all the #data in the world, the #mobile revolution, the #social interactions, the start-up #communities. 
• HOW to change the DNA of your organisation so that you are future ready, if not born in #digital, then cultivated in digital. 
• HOW to be here tomorrow when your industry continues to be disrupted. 
• HOW to be leaders, individually in your companies. Agility really is becoming the currency of leadership and today’s digital disruption is tomorrow’s business as usual"

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Analytics & Metrics: Related but Not the Same

Analytics & Metrics: Related but Not the Same | New Customer - Passenger Experience | Scoop.it
Metrics & ROI - Though marketers use metrics and analytics to prove and improve marketing's value, the two are not the same. We explain each and offer a checklist to help you determine your ...
Eric_Determined / Eric Silverstein's insight:

With #Data playing a critical role for every business, do you feel your company is leveraging the right #metrics and #analytical tools?





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The Battle Is For The Customer Interface

The Battle Is For The Customer Interface | New Customer - Passenger Experience | Scoop.it
In 2015 Uber, the world's largest taxi company owns no vehicles, Facebook the world’s most popular media owner creates no content, Alibaba, the most..
Eric_Determined / Eric Silverstein's insight:

As companies now battle to provide the best #customer #experience while leveraging existing infrastructures, the question becomes, what are you going to do to stay there or get there?


As Richard Branson said: "Complexity is your enemy. Any fool can make something complicated. It is hard to make something simple."


I would certainly recommend a focus  on #mobile & #social, do you agree?

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One-to-One Content Marketing

One-to-One Content Marketing | New Customer - Passenger Experience | Scoop.it
Very soon I will board a plane bound for Orlando with my family — yes, we're headed to Disney World. On the surface there's nothing remarkable about this trip or my planning process: it's a family
Eric_Determined / Eric Silverstein's insight:

Disney clearly understands the importance of customer #journey mapping, identifying all touch points, and deliver a relevant individual #customer #experience .


As Marc highlights, it's about transforming your #marketing strategy into:


1) Exciting

2) Useful

3) Helpful


#Content aimed at helping ONE customer.


In the Disney experience created for Marc, their aim is long-term advocacy.


Marc, you will need to share your experience upon your return :)

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Customer Loyalty - Ultimate Channel For New Business!

Customer Loyalty - Ultimate Channel For New Business! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Selling your product or service to a new prospect carries a probability of 5-20%.The probability of selling to an existing customer is a whopping 60-70%. #Customer #loyalty is not just a buzzword – it is the ultimate channel to get new business at the lowest cost!"


What is your favorite loyalty program?


What is your favorite #brand?


Great examples in @Zappos, @DollarShaveClub, understanding the importance of customer #experience and community, in order to nurture their customer loyalty.


Anand adds two more key drivers to strong loyalty: #Trust and #Emotional connection to the brand.

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Liz Allen's curator insight, April 10, 3:55 PM

Practical suggestions for turning one-time customers into lifetime customers!


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There Is No More #Social #Media -- Just #Advertising

There Is No More #Social #Media -- Just #Advertising | New Customer - Passenger Experience | Scoop.it
Social media marketing is now advertising, Mike Proulx writes. Here are five strategies for brands in the era of #NotReally social media marketing.
Eric_Determined / Eric Silverstein's insight:

Brands organic growth through #social #media has been replaced by advertising. 


Is Advertising the only solution to reach out to your core customers?


How important is #mobile #engagement ?


As Mike highlights in this article, "whatever happened to communities as a way to directly connect with people as human beings. Over the years, that idealistic vision of genuine two-way exchange eroded. Brands got lazy by posting irrelevant content and social networks needed to make money.

Let's call it what it is: Social media #marketing is now advertising. It's largely a media planning and buying exercise -- emphasizing viewed impressions. Brands must pay if they really want their message to be seen. It's the opposite of connecting or listening -- it's once again broadcasting."


We developed @SNAPCIOUSas a way for brands to #visually engage their customers directly via their mobile platform, keeping a direct conversation between brand and #loyal fans, while leveraging multiple social networks. Reach out if you want a live demo!

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Dorothy Distefano's curator insight, April 6, 5:02 PM

#shamelessselfpromotion for the win...

Nathalia Prieto's curator insight, April 7, 10:11 AM

Social media reaching maturity asks for a new approach - back to focus on humans and interconnections. 

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3 ways companies are building customer #loyalty

3 ways companies are building customer #loyalty | New Customer - Passenger Experience | Scoop.it
That’s why ongoing two-way engagement and iterative learning is what truly drives brand loyalty.
Eric_Determined / Eric Silverstein's insight:

Do you agree with this Forrester Research statement:


“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,” 


 “They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”

 

That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.


How are you engaging with your favorite brands?

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Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | New Customer - Passenger Experience | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.
Eric_Determined / Eric Silverstein's insight:

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

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Patrick Findlay's curator insight, March 31, 4:15 AM

Keep it simple, that's the name of the game.

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5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | New Customer - Passenger Experience | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.
Eric_Determined / Eric Silverstein's insight:

Key takeaways @SXSW - #Mobile #Customer #Experience


1. ENGAGE IS THE CHALLENGE


2.  HELP - SHARE - DO


3. OPTIMIZATION EVERYWHERE


4. QUALITY OF EXPERIENCE


5. INBOUND MOBILE FIRST


Great insight shared by team at @Neosperience


Do you agree that your company should adopt a Mobile First strategy?

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CIM Academy's curator insight, March 30, 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."