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Key Metrics for Measuring the Customer Experience [Infographic]

Key Metrics for Measuring the Customer Experience [Infographic] | New Customer - Passenger Experience | Scoop.it
This month we talked a lot about the benefits that big data and analytics can have on the customer experience. But there's a lot of information flowing through your organization's fire hose. How do you what to measure and what metrics to use?
Eric_Determined / Eric Silverstein's insight:

Important questions are raised within this article, it's about defining your #customer #journey, and offer the right personalized customer experience throughout every touch point.

 

Share examples of companies you have had positive experiences with, and those where you see improvements needed.

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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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2015 State of Marketing through Visuals

2015 State of Marketing through Visuals | New Customer - Passenger Experience | Scoop.it
Whether you are telling a story or sharing important #marketing data, here is a great example how images  convey each point. Heike Young @Salesforce shares key 2015 marketing trends. Which one is y...
Eric_Determined / Eric Silverstein's insight:

Heike Young @Salesforce uses clever images to convey their latest report on the state of #Marketing for 2015.


Which one is your favorite GIF?


With companies focused on #Mobile Marketing to drive closer #engagement with their customers, and leverage the power of #social #media, which #brand in your opinion delivers the best #experience on mobile today?

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12 Stats from around the #Digital World

12 Stats from around the #Digital World | New Customer - Passenger Experience | Scoop.it
Stat’s just the way it is. Some things will never change.
Eric_Determined / Eric Silverstein's insight:

It's always great to end the week with a recap around #digital #marketing and #ecommerce world.


It's all about #Mobile - good #infographics


It includes one non-marketing stat from Canada, guess what it's about :)

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Carla Gentry CSPO's curator insight, January 25, 11:19 AM

Although the stats may change, the determination to bring you the very best insight will remain forever undaunted. 

Bharat Employment's curator insight, January 26, 11:35 PM
www.bharatemployment.com
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How do you stand out in this Digital Age?

How do you stand out in this Digital Age? | New Customer - Passenger Experience | Scoop.it
It’s an incredibly exciting time to be involved in the digital space, empowering companies through technology innovation to improve customer engagement and drive growth.
Eric_Determined / Eric Silverstein's insight:

As Robert Kelley highlights, technology has leveled the playing field, now it's time to better connect and offer the right value in each engagement.


"Consumers can easily and quickly compare goods among rivals, turning more and more products into price-driven commodities.


As a result, only firms that aggressively embrace #digital #customer #engagement will have a chance to differentiate themselves in this market. Companies that can partner with full-service digital technology solutions providers to create seamless #customer #experiences, across all consumer #touchpoints, will foster brand advocates and increase market share.


It’s an incredibly exciting time to be involved in the digital space, empowering companies through technology innovation to improve customer engagement and drive growth."


With an increasing focus on #mobile, how are you looking to standout?


If you are looking for a recommendation: @SNAPCIOUS

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Consumers will grow more powerful - smart #brands will help them do it!

Consumers will grow more powerful - smart #brands will help them do it! | New Customer - Passenger Experience | Scoop.it
To forge those genuine connections, brands will have to be something the consumer chooses to spend time with. A story earned is a penny saved. Brands should tell useful stories and engage audiences, in an unfiltered way, earning consumers’ attention.
Eric_Determined / Eric Silverstein's insight:

Gustavo is absolutely on point:


"To forge genuine connections with consumers, brands will have to be something the consumer chooses to spend time with.


A story earned is a penny saved.


Brands should tell useful stories and engage audiences, in an unfiltered way, earning consumers’ attention."


With everyone focused on #mobile to connect across the #customer #journey, what solutions are you considering to provide lasting engagement?


I can recommend a visual #social mobile platform, in order to leverage  the power of community/loyalty, social sharing and visual engagement. @SNAPCIOUS

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Meeting #Mobile #Marketing Challenges with #Gaming Strategy

Meeting #Mobile #Marketing Challenges with #Gaming Strategy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Mobile gaming’s success really boils down to solving for:


1) Interest

2) Motivation

3) Action


This should sound familiar to marketers, as there is common ground between gaming objectives and marketing objectives, including:


1) Identifying potential consumers and converting them to engaged consumers
2) Prioritizing engaged consumers based on behavioral traits
3)  Investing in converting high-target, engaged consumers into paying customers"


Like Danny above, @Snapcious is focused on delivering continuous #mobile engagement, while leveraging the power of visual #social sharing.


It's about strengthening your #customer #relationships and keeping your #loyal community engaged, which drives #sales and new customer acquisition opportunities. Do you agree?

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Jean-Marie Grange's curator insight, January 14, 12:14 PM

#Gamification can help #DigitalMarketing

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Next Era of #Marketing: Engage or Die!

Next Era of #Marketing: Engage or Die! | New Customer - Passenger Experience | Scoop.it
For those of you just joining us (and perhaps still devising your New Year’s resolutions), welcome. These posts are focused on conversations that The Economist Intelligence Unit has had with six marketing visionaries, folks like Seth Godin and Aditya Joshi, who discuss the next era of marketing. During a recent conversation with the EIU, John Hagel, co-chairman of Deloitte’s Center for the Edge, shared his “formula” for marketing success in the future. Here are some of his key points that reson
Eric_Determined / Eric Silverstein's insight:

Engage or Die!


Return on Information instead of investment?


What are your thoughts on the above two statements?


It's all about the customer. Listen and Delight, you'll like the results!


Sanjay shares great insight from John Hagel @DeloitteUS. 


#CX #Data 



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Solving #Social #Media #ROI

Solving #Social #Media #ROI | New Customer - Passenger Experience | Scoop.it
We were all supposed to become data scientists in 2014. Billed as a year of “data explosion” by ZDNet, brands were expected to make huge leaps in the measu
Eric_Determined / Eric Silverstein's insight:

" @Mashable cites an April study where 20% of millennial-aged respondents claimed User Generated Content (UGC) is more influential on what they purchase than anything else. High-priced retail categories like major electronics, cars and appliances topped the list of purchases influenced by UGC."


How important do you see User Generated Content for your business in 2015?


Rob shares other great examples with incentives offered to drive further results.

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The Visual Guide To Human-Centered #Marketing

The Circle of Influence is an end-to-end Customer Experience (CX) algorithm developed by CXG for marketers and CX pros looking for that extra business edge thr…
Eric_Determined / Eric Silverstein's insight:

"Being remarkable means making customers remarkable"


Terence Chan with his @CXGAsia group created the Circle of Influence to showcase the different stages.


What are your thoughts on the @YouTube video?


How will you elevate your #customer #experience?





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5 Rules for Strategic #Partnerships in a #Digital World

5 Rules for Strategic #Partnerships in a #Digital World | New Customer - Passenger Experience | Scoop.it
Rule 1. Never innovate alone. 
Eric_Determined / Eric Silverstein's insight:

"Both B2C and B2B companies are in an arms race to develop innovative user experiences, expand distribution, and capture new sources of monetization. Digital leaders are discovering that their future depends not just on what their own companies can do, but on the capabilities, functions, channels, and insights they can tap by partnering with others."


Do you agree?

 

Rule 1. Never innovate alone. 

Rule 2. Understand that no single company has a lock on user preferences. 

Rule 3. Focus first on a great user experience, not the value exchange.

Rule 4. Strike the right balance between scale and customization.

Rule 5. Treat your partnership like your business.


Is your company open to partnership?

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John Thomas's curator insight, December 26, 2014 1:46 AM

Clearing out your home or business premises can be a big chore, so why not seek professional help. If you need the best quality skip hire Kingston has to offer, call on NJB Recycling Surrey for all of your rubbish removal needs. For more details visit: http://www.njbrecyclingsurrey.co.uk/skip_hire_kingston.html

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2015 #Digital #Marketing Trends

2015 #Digital #Marketing Trends | New Customer - Passenger Experience | Scoop.it
The rise of the seamless transaction
Eric_Determined / Eric Silverstein's insight:

Bruno shares a well rounded picture of the different trends:


1) From #multiscreen to ubiquitous internet devices

 

2) #Content and #social meets advertising

 

3) Taking the #multichannel #customer #journey seriously

 

4) The rise of the seamless transaction


Have you heard of Phygital or Storytailing ?




#Mobile payment, #Multi-device, #Data, #Branded Content, Marketing Automation, #Web-to-Store, #Personalization, Sharing Economy, Quick Delivery

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Denise Barbezani's curator insight, December 19, 2014 6:35 AM

Check out the different trends shared by Bruno Berthezene. It is a #multichannel journey and automation plays and important part on the road to success.

 

kamola's curator insight, December 20, 2014 7:03 PM

http://tasawk.com

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#Mobile Will Revive & Redefine #Content #Marketing

#Mobile Will Revive & Redefine #Content #Marketing | New Customer - Passenger Experience | Scoop.it
Since the dawn of the digital age, brands have recognized that success depends on their ability to build rich relationships with consumers hungry for engaging content and personalized experience. Nearly three decades later, mobile and in turn, mobile marketing, has the capacity to do just that: engage the consumer personally in real time with targeted, relevant context. Still, running digitized content on mobile without thoughtfully taking into consideration the complexity of the mobile platform will not instantly catalyze consumer engagement.
Successful content marketing models must integrate and elevate the experience of the consumer while on a mobile device. Brands must present something valuable to get something valuable in return.
Eric_Determined / Eric Silverstein's insight:

"Successful #content #marketing models must integrate and elevate the #experience of the #consumer while on a #mobile device.


#Brands must present something valuable to get something valuable in return."


What is the value your favorite brand offers, that engages you via your mobile device?

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How to win in 2015: Personalize, customize, incentivize & entertain

How to win in 2015: Personalize, customize, incentivize & entertain | New Customer - Passenger Experience | Scoop.it
A social-media complaint can cost a company millions and a review shape a restaurant's fortune. Find out ways that consumer feedback can shape product decisions.
Eric_Determined / Eric Silverstein's insight:

"No matter the industry, the entertainment factor is critical to building a #brand that can successfully attract new customers, retain existing ones and deliver a lasting, multidimensional experience."


It's about building a lasting #relationship with your clients, and deliver the right #engagement across all channels.






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Punch Digital 's curator insight, December 15, 2014 6:43 PM

A must read heading into 2015 , this article sums up 4 points that should be or closely related to the main pillars of your marketing efforts. Taking this article on board should give your marketing efforts in 2015 the boost it needs.


Where can you find a design driven video production company that can deliver your company's message heading into 2015? Jumbla offer an extensive range of services including motion graphics, animation and explainer videos for the corporate sector.

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | New Customer - Passenger Experience | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.
Eric_Determined / Eric Silverstein's insight:

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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2015 @Edelman #Trust Barometer - Global Results

The 2015 Edelman Trust Barometer is the firm’s 15th annual trust and credibility survey. The survey was powered by research firm Edelman Berland and consisted …
Eric_Determined / Eric Silverstein's insight:

#Trust : belief that someone or something is reliable, good, honest, effective, etc.


As you will see from slide #12, the most trusted source for #content remains your peers, friends and relatives.


How is your #brand engaging with your audience? By earning their trust, and leveraging their #social reach across their friends and relatives, imagine the opportunities to strengthen your business. 


I would argue that without Trust, you can't run a successful business. Do you agree?


This applies to #customers, employees, vendors, etc...


 

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Bharat Employment's curator insight, January 26, 11:31 PM
www.bharatemployment.com
Arielle Monnerot-Dumaine's curator insight, Today, 3:40 AM

Pour des résultats pour la crédibilité des messages de recommandation, go directly page 12

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#Digital, #Social & #Mobile in 2015

We Are Social's comprehensive new report covers internet, social media and mobile usage statistics from all over the world. It contains more than 350 infograph…
Eric_Determined / Eric Silverstein's insight:

There is no denying it, the world is becoming ever more connected.


The question is not whether you need to be #social and #mobile, it's how do you intend to capitalize utilizing all channels available.


You need to offer the right #engagement across all your #customer #touchpoints, delivering value throughout your customer #journey.


Where do you see your greatest opportunity in 2015: #Digital, Social or Mobile?

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Bharat Employment's curator insight, January 24, 7:25 AM

www.bharatemployment.com

Jean-Marie Grange's curator insight, January 26, 11:01 AM

#Digital, #Social and #Mobile in 2015. All the markets, all the figures...

The world is becoming more and more connected every day!

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The Power of Images - How #Brands Connect with their #Customers

The Power of Images - How #Brands Connect with their #Customers | New Customer - Passenger Experience | Scoop.it
As we see an increasing number of smartphone adoption across the world, and greater engagement across social networks, the number of images shared everyday tops 1.8 billion photos a day! A picture ...
Eric_Determined / Eric Silverstein's insight:

40% of people will respond better to visual information than plain text.


It's clear to see why more and more brands try to engage with their customers via clever photo campaigns.

What recent campaign made you connect with the brand?
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Consumers want Internet of Everything #IoE!?

Consumers want Internet of Everything #IoE!? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"The fifth annual @CiscoServices retail survey found that most shoppers want #innovations that improve convenience and efficiency, extending beyond #personalization into hyper-relevance.


When asked to identify primary areas for in store #retail improvements, 39% of consumers identified the process of selecting and purchasing goods - for example, having the products they want in stock and an efficient checkout process. By contrast, 13% chose a more #personalized shopping #experience."


What are your thoughts on the above?

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Bharat Employment's curator insight, January 16, 11:50 PM
www.bharatemployment.com
Roberto Nocera's curator insight, January 26, 8:20 AM

Internet of Things is changing shopping behavior #iot #connecteddevices #customerexperience

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2015: #SocialMedia Marketing Trends

2015: #SocialMedia Marketing Trends | New Customer - Passenger Experience | Scoop.it
Now that 2015 is upon us, it's time to examine what social trends we should be on the lookout for. Here are a few of the most interesting predictions that we ran across.
Eric_Determined / Eric Silverstein's insight:

Irfan highlights 5 key trends.


Do you agree that visual stories are more powerful?


Are you enabling your customers to engage across multiple social channels?


Share your vision on how you see social media trends for 2015.

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How are you improving your #Digital #Engagement #Strategy for 2015?

How are you improving your #Digital #Engagement #Strategy for 2015? | New Customer - Passenger Experience | Scoop.it
Customers' app journeys hold the key to new opportunities.
Eric_Determined / Eric Silverstein's insight:

"Understanding how to improve the path from prospect to customer #brand #advocate is the main challenge in business today."


Do you agree?


There were 140 billion app downloads as of September 2014.


By 2017, there will be more than 5 billion smartphones.


Also by 2017, there will be more than 2.3 billion users on #social networks.

 

"Inserting better #engagement opportunities into #customer #journeys through better #mobility / #Apps integration will be critically important to organizational success."


How will you improve your mobile engagement strategy in 2015?


I've been impressed by a new startup that delivers #gamification of photo-sharing, which can be inserted directly within existing Apps.

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elisajames's comment, January 5, 6:42 AM
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5 Traits for today's #Marketing Leader

5 Traits for today's #Marketing Leader | New Customer - Passenger Experience | Scoop.it
The modern-day marketing leader’s job description is changing. Just look at the facts: By 2017, the CMO will Spend More on IT Than the CIO. (Gartner)  90% of business buyers say when they’re ready to buy, they’ll find you. (DemandGen Report)   70% … Continued
Eric_Determined / Eric Silverstein's insight:

Money can buy you all the leads in the world, but it can’t buy you Customers!


5 Key traits for today's #Marketing Leader:


1. #Customer - involved

2. Pipeline Crusader

3. Sales Champion

4. Customer #Advocate

5. #Culture Evangelist


Insight @sangramvajre @marketingcloud



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45 Ways to Wreck Your #Customer #Relationships

45 Ways to Wreck Your #Customer #Relationships | New Customer - Passenger Experience | Scoop.it
It's easy to take customers for granted and provide them with poor service. Don't make that mistake.
Eric_Determined / Eric Silverstein's insight:

"You work hard to attract new customers. Why not invest the same effort in retaining them?" By Frank Sonnenberg.


While some points may sound obvious, it's important for businesses of all sizes to really go through Peter's full check list.


Which one is your favorite or you see as being the biggest challenge in your company?

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In this #Digital Era, how are you Strengthening your Employee #Relationships ?

In this #Digital Era, how are you Strengthening your Employee #Relationships ? | New Customer - Passenger Experience | Scoop.it
Employees are disengaged at work, and organizations have been exploring how social and digital technologies can address this
Eric_Determined / Eric Silverstein's insight:

Richard Branson "If you run a business, put on top your Employees, then your Customers, and then your Shareholders"


As Charlene Li highlights, "#Relationships are the lifeblood of a B2B company, with customers and with business partners. Everybody could potentially be doing marketing and sales through #engagement. Having your #employees empowered to do that becomes absolutely critical for B2B companies."


As businesses understand the importance of customer #journey maps, have you created an employee journey map?


When you build #trust with your employees, and give them a clear vision and understanding of their role within the company, they become one of your greatest asset. This improves productivity, and has a direct impact to profitability.



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The Secret to #Customer Retention

The Secret to #Customer Retention | New Customer - Passenger Experience | Scoop.it
In today's post I explore: What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?
Eric_Determined / Eric Silverstein's insight:

"Customer retention is paramount to acquisition!"


Do you agree?


What are you doing to build and nurture your current customer relationships? 


Annette shares valuable facts:


1) A 5% reduction in the customer defection rate can increase profits by 25-95%. -Bain & Co/HBR


2) A 2% increase in customer retention has the same effect as decreasing costs by 10%. -Emmet and Mark Murphy


3) The probability of selling to an existing customer is 60-70%. The probability of selling to a new prospect is 5-20%. -Marketing Metric


4) Customer profitability tends to increase over the life of a retained customer. -Emmet and Mark Murphy


5) 55% of current marketing budget is spent is on new customer acquisition and only 12% on customer retention. -McKinsey


6) It is 6 to 7 times more expensive to acquire new customers than it is to keep a current one. -White House Office of Consumer Affairs


7) A 10% increase in customer retention levels result in a 30% increase in the value of the company. -Bain & Co


8) Most important marketing objectives? 29.9% think it should be customer acquisition, and 26.6% think it is customer retention; however, 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer retention. –Emarketer


9) 80% of your future profits will come from just 20% of your existing customers. -Gartner


10) A 10% increase in customer retention yields a 30% increase in the value of the company. -Bain & Co


11) Repeat customers spend 33% more compared to new customers. -Laura Lake

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John E Walsh's curator insight, December 18, 2014 3:29 PM

Great piece with some some fantastic stats.

sharon lewis's curator insight, December 22, 2014 2:45 PM

Often referred to as "the leaky bucket syndrome", companies are loosing money when customers leave as often as they come on-board through the acquisition process.. This article re-iterates some great stats on the financial power of customer retention programs.


How many companies do you see making an effort to keep your business as a customer?

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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | New Customer - Passenger Experience | Scoop.it
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…
Eric_Determined / Eric Silverstein's insight:

Top 9 Quotes from Digital executives, which will apply globally!


1. "Good #storytelling in 2015 will be all about what we see"

 

2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."

 

3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."

 

4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."

 

5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."

 

6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."

 

7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."

 

8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."

 

9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."


How do you see the evolution of visual content?


Which statement above do you like best?

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Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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The Next Era: Engagement #Marketing

The Next Era: Engagement #Marketing | New Customer - Passenger Experience | Scoop.it
In an effort to try and map out the future, Marketo and The Economist have teamed up to offer some insights and advice by talking with some of the best marketing minds out there. In addition to surveying thousands of marketers--we had in-depth conversations with a varied field of marketing experts. From marketing luminary Seth Godin, to Bain Capital executive Aditya Joshi, we gathered rich insights about the future of marketing. What follows is a great dialogue we had with Seth Godin.
Eric_Determined / Eric Silverstein's insight:

Seth Godin says to forget #ROI!


It's about relationship building and delivering the right engagement across all channels.


As you personalize your #customer #experience, you are creating brand stories worth sharing.


You are building loyalty and nurturing advocacy, each have a direct impact to your bottomline.


Do you agree with Seth's views on how Marketing has changed and where we are heading?

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